Instagram Direct messages don't create tickets in Zendesk

Issue symptoms

Our customers sent messages through Instagram Direct, but no tickets are being created in Zendesk.

Resolution steps

This can occur when an Instagram update causes a desync between your Zendesk account and Instagram Direct.

Remove Instagram Direct from your account. Go to Admin Center > Messaging and social > Messaging.

On the channel you want to remove, select the options menu ( ) and click Delete.

Select Delete channel in the window popup.

Unlink your Zendesk integration from the users on Instagram.

Re-add the Instagram channel back to your Zendesk account.

The tickets that were not created previously should populate in your account.

For more information, see this article: There is no option to add Instagram to my account.