Troubleshooting the Facebook channel

<p>The Facebook integration for Zendesk creates tickets from public and private messages left by customers on your Facebook page. Learn how to troubleshoot issues with the <a href="https://support.zendesk.com/hc/en-us/articles/4408819897242-Setting-up-your-public-Facebook-channel-" target="_blank" rel="noopener noreferrer">Facebook channel</a>.</p><p>This article contains the topics below.</p><div style="margin-bottom: 20px; text-align: right;">
<button id="master-toggle" class="btn fw-semibold text-dark" data-action="expand" style="background-color: #DEF991; border: none; outline: none; border-radius: 7px; padding: 10px 20px; font-size: 15px; transition: background-color 0.2s ease;" onmouseover="this.style.backgroundColor='#cbef6d'" onmouseout="this.style.backgroundColor='#DEF991'">
Expand all tabs
</button>
</div>
<script>
document.addEventListener('DOMContentLoaded', function () {
const toggleBtn = document.getElementById('master-toggle');

toggleBtn.addEventListener('click', function () {
const action = this.getAttribute('data-action');
const headers = document.querySelectorAll('.accordion');

headers.forEach(header => {
const isActive = header.classList.contains('active');
const panel = header.nextElementSibling; // Grabs the corresponding .panel container

if (action === 'expand' && !isActive) {
// Open it by simulating a standard click
header.click();
} else if (action === 'collapse' && isActive) {
// Close it by simulating a standard click
header.click();
}
});

// Flip button text and states
if (action === 'expand') {
this.setAttribute('data-action', 'collapse');
this.textContent = 'Collapse all tabs';
} else {
this.setAttribute('data-action', 'expand');
this.textContent = 'Expand all tabs';
}
});
});
</script><div class="accordion"><h3 id="h_01GB5AFEHTWFPQZ5G1HM7SV1A9">Troubleshooting the Facebook integration</h3></div><div class="panel">
<p>If you install the integration for the first time, you may not have the proper role permissions to perform this task, either within Zendesk or Facebook.</p>
<ul>
<li data-list-item-id="e374a5a8c93c1fceb3196d459df73fc3c">Only an <a href="https://support.zendesk.com/hc/en-us/articles/4408883763866-Understanding-Zendesk-Support-user-roles#topic_evb_dbp_cc" target="_blank" rel="noopener noreferrer">admin of Zendesk</a> can set up the Facebook integration within Zendesk</li>
<li data-list-item-id="e4e6c8103e3f9bb7b419c4f2c890c8403">Only an <a href="https://www.facebook.com/help/510247025775149" target="_blank" rel="noopener noreferrer">admin or editor on Facebook</a> can link your Facebook page to Zendesk</li>
</ul>
<p>If the issue isn't on your permissions, try one of the articles below.</p>
<ul>
<li data-list-item-id="e527675d690e598da66231c78c66f3ae7"><a href="https://support.zendesk.com/hc/en-us/articles/9970501180570-I-can-t-add-a-second-Instagram-or-Facebook-page-to-Zendesk" target="_blank" rel="noopener noreferrer">I can't add a second Instagram or Facebook page to Zendesk</a></li>
<li data-list-item-id="ef20603245ccaa95cf042b253c4ef9222"><a href="https://support.zendesk.com/hc/en-us/articles/4408826833050-My-Facebook-integration-stopped-working" target="_blank" rel="noopener noreferrer">My Facebook integration stopped working</a></li>
<li data-list-item-id="e1d79933d86c07502f6f3f6143bdc52c6"><a href="https://support.zendesk.com/hc/en-us/articles/4419769059738-Error-Channel-couldn-t-be-added" target="_blank" rel="noopener noreferrer">Error: Channel couldn't be added</a></li>
<li data-list-item-id="ea9fd410747ee443fed68d2308061eef1"><a href="https://support.zendesk.com/hc/en-us/articles/4408881783194-Error-No-new-Facebook-Pages-available-for-identity" target="_blank" rel="noopener noreferrer">Error: No new Facebook Pages available for identity</a></li>
</ul>
</div><div class="accordion"><h3 id="h_01GB5AFKVEXCPR5ZMHF1525CDM">Troubleshooting Facebook messages or tickets</h3></div><div class="panel">
<p>For troubleshooting issues with Facebook tickets, there are a variety of causes and solutions. See the appropriate link for the issue you are experiencing below:</p>
<ul>
<li data-list-item-id="e0e05536b528417691badc5f0374cf091"><a href="https://support.zendesk.com/hc/en-us/articles/4416837058330-Unable-to-reply-on-Facebook-or-Instagram-messages" target="_blank" rel="noopener noreferrer">Unable to reply on Facebook or Instagram messages</a></li>
<li data-list-item-id="ec228a3315813c42cd95b480686397e03"><a href="https://support.zendesk.com/hc/en-us/articles/4408831471642-Facebook-private-message-didn-t-create-a-Zendesk-ticket" target="_blank" rel="noopener noreferrer">Facebook private message didn't create a Zendesk ticket</a></li>
<li data-list-item-id="eb25e5a1c154342d11cd9edb7346955b7"><a href="https://support.zendesk.com/hc/en-us/articles/4408833476762-Can-I-include-Facebook-ads-for-ticket-creation-" target="_blank" rel="noopener noreferrer">Can I include Facebook ads for ticket creation?</a></li>
<li data-list-item-id="e7f897f15cd38a429948ec4640041779b"><a href="https://support.zendesk.com/hc/en-us/articles/4408821086362-New-comments-from-Facebook-posts-or-ads-are-not-creating-new-tickets" target="_blank" rel="noopener noreferrer">Why tickets from Facebook don't show immediately in Support?</a></li>
<li data-list-item-id="ec7392106e6fee03e492424f14f0654e3"><a href="https://support.zendesk.com/hc/en-us/articles/4408821086362-Why-aren-t-new-comments-from-Facebook-posts-or-ads-being-added-to-tickets-" target="_blank" rel="noopener noreferrer">Why aren't new comments from Facebook posts or ads being added to tickets?</a></li>
</ul>
</div><div class="accordion"><h3 id="h_01GB5AFS2CJVG6R2Z0JM9K0ZR4">Troubleshooting Facebook permissions</h3></div><div class="panel">
<p>Zendesk requires access to the following features in your Facebook permissions if you wish to connect the two platforms:</p>
<ul>
<li data-list-item-id="eda4f027921b22f3653e0a4aeee3b6b7e">Manage ads for ad accounts that you have access to</li>
<li data-list-item-id="e7de473d2dd41db944da25f498373c990">Manage and access Page conversations in Messenger</li>
<li data-list-item-id="ea0670ee4a747b629fcb2e1fa7f947ea2">Create and manage content on your Page</li>
<li data-list-item-id="e84d21dc44429c156bf786207e1ba7602">Manage comments on your Page</li>
<li data-list-item-id="efd2c35390f902b5bb6f9912f257d8351">Read content posted on the Page</li>
<li data-list-item-id="e5cec4a73960c1f99bfc9ad0ed8aa7949">Create and manage ads for your Page</li>
<li data-list-item-id="e886a3785d2cbef5573641b4e45da4fea">Manage accounts, settings, and webhooks for a Page</li>
<li data-list-item-id="eeb757c29d2e3bf9b55aef260456e0b4f">Read user content on your Page</li>
<li data-list-item-id="e1582645a43581aa74735617b6927768b">Show a list of the Pages you manage</li>
</ul>
<p>See these articles:</p>
<ul>
<li data-list-item-id="e24c9c69903b5a8bd0a36b39b9190699f"><a href="https://support.zendesk.com/hc/en-us/articles/4408819897242-Setting-up-your-public-Facebook-channel-" target="_blank" rel="noopener noreferrer">Setting up your public Facebook channel</a></li>
<li data-list-item-id="e36e9e8f716cc470b48baaac431f1259b"><a href="https://support.zendesk.com/hc/en-us/articles/4408835753370-Adding-Facebook-Messenger-channels-to-the-Zendesk-Agent-Workspace" target="_blank" rel="noopener noreferrer">Adding Facebook Messenger channels to the Zendesk Agent Workspace</a></li>
</ul>
</div>