Announcing the new version of the Facebook channel with automated migration

Announced on | Rollout starts | Rollout ends
June 3, 2025 | June 10, 2025 | June 17, 2025

Zendesk is announcing the rollout of Facebook channel V2, an upgraded version of our native Facebook integration designed to deliver more reliable performance, expanded content access, and support for new Facebook capabilities. The legacy Facebook channel will be deprecated in December, 2025.

This announcement includes the following topics:

What's changing?

Why is Zendesk making this change?

Who is impacted?

What do I need to do?

What happens if I don't migrate?

What's changing?

Facebook Channel V2 introduces the following enhancements:

Extended content access: Manage comments on posts older than seven days, including boosted ads, without retrieval restrictions.

Improved reliability: Zendesk now receives data pushed directly from Facebook, reducing response time and lowering the chance of missed comments.

Enhanced ad support: Support has been extended to flexible ad formats and boosted ads.

Increased page support: The previous 15-page limit has been raised to 30 pages by default. Need more than 30? Contact your account manager or Zendesk Support.

Platform stability: A more efficient integration architecture improves performance and resilience.

Please note the following Facebook limitations:

Stickers in comments and comments containing videos are not currently supported due to Meta API constraints.

Dynamic Ads are not supported, as Meta is deprecating them.

Why is Zendesk making this change?

This update represents a significant investment in long-term reliability, performance, and extensibility across our social channels, with V2 serving as the foundation for future innovations.

Who is impacted?

All Zendesk customers using the legacy Facebook integration are encouraged to migrate before the December, 2025 deprecation deadline.

In order to help with this migration, we have created a button that will walk you through updating to Facebook V2.

What do I need to do?

To move to Facebook Channel V2

In Admin Center, go to Channels > Facebook Pages, and click the new Update now button. You'll be taken through the steps for migrating to Facebook V2.

Once the process is complete you will receive an email with the results of the migration.

No data will be lost as part of the migration as we will retrieve any comment or dm sent as part of clean up, we will also save all configurations of your pages so you do not have to set them up again.

To manually migrate to Facebook V2, see the steps included in our earlier announcement, Announcing a new version of the Facebook channel.

What happens if I don't migrate?

The legacy Facebook integration will be deprecated in December, 2025. Customers who haven’t migrated by that time may experience disruptions in message delivery, delays in ticket creation from Facebook comments, and reduced functionality.