Action needed: Reauthorize the connection between Zendesk Support and your Facebook pages

If you've Facebook pages connected to your account and this message shows, you must reauthorize the connection between Support and your Facebook pages. This is due to changes Facebook recently rolled out to Facebook application programming interfaces (APIs). As a consequence, no related ticket will be generated in Zendesk.

For more information about using Facebook with Support, see Setting up your Facebook channel.

How do I know if my account is affected?

All accounts connected to one or more Facebook pages are affected. You can see a list of the Facebook pages connected to your account. Select the Admin icon ( ) in the sidebar and go to Channels > Facebook.

What do I need to do?

You must reauthorize the connection between your Support and Facebook accounts.

When password or permission changes happen on Facebook, Facebook disconnects Zendesk from those pages. Requests sent to those pages don't route to Support as tickets. Service doesn't resume until you reauthorize the connection. After you reauthorize, you continue to receive requests sent to your Facebook pages.

To reauthorize Support to access your Facebook pages:

In Support, select the Admin icon ( ) in the sidebar, and select Channels > Facebook.

Move the cursor over the name of the Facebook page and click unlink to remove the page.

Click Add new page. to re-add the Facebook page you removed in the previous step.

Log in to your Facebook account.

Click Edit settings.

Select the pages you want to link to Support and click Next.

Adjust permissions if needed and click Done.

Note: If you want to use Facebook Messenger with Support, Manage and access Page conversations on Messenger must be enabled.

Go to Facebook channel settings and activate Include Wall posts and Include private messages.

Contact Zendesk Customer Support for further help or add questions in the comments below.