Service Incident - November 12, 2025 - All Pods | Support - Facebook integration issues

Summary

On November 12, 2025 from 01:26 UTC to 03:10 UTC, Zendesk experienced a disruption affecting the Facebook integration in the Admin Center. This issue prevented customers from reconnecting their Facebook pages, which temporarily impacted the flow of support tickets originating from Facebook.

Timeline

November 12, 2025 01:41 AM UTC | November 11, 2025 05:41 PM PT

We are currently aware of an issue affecting the Facebook integration within Zendesk Support, which has resulted in a disruption of the support ticket flow. Our engineering team is actively investigating the matter, and we will provide an update within the next 30 minutes. We appreciate your patience and understanding.

November 12, 2025 02:11 AM UTC | November 11, 2025 06:11 PM PT

We wanted to provide you with an update regarding the ongoing issue with the Facebook integration in Zendesk Support. Our engineering team is still actively investigating the matter to identify the root cause and implement a resolution. We appreciate your continued patience and understanding as we work to resolve this as quickly as possible. We will keep you informed with any significant updates.

November 12, 2025 04:41 AM UTC | November 11, 2025 07:41 PM PT

Our engineering team has resolved the issue with the Facebook integration in Zendesk Support. Tickets should now be created and updated successfully. We are processing the backlog to ensure all messages received during the incident are successfully handled. Thank you for your patience and cooperation.

November 12, 2025 08:44 AM UTC | November 12, 2025 12:44 AM PT

Our engineering team has fully resolved the issue affecting the Facebook integration in Zendesk Support and the backlog has been successfully processed to ensure all messages received during the incident have been handled. Thank you for your patience and understanding as we worked to resolve this issue.

Root Cause Analysis

The incident was caused by an expired Facebook data access authorization, which led to suspension of system connectivity.

Resolution

To fix the issue, access to the Facebook integration was restored, allowing Zendesk Support to return to normal operation. We confirmed that Facebook pages were properly reconnected and that all systems were functioning as expected. Efforts were made to recover any missed messages, and customers were kept informed throughout the process.

Remediation Items

Restore and regularly review team access to the Facebook management system to avoid future delays.

Update procedures and schedules to ensure timely handling of Facebook access renewals.

Improve monitoring and responsibility rotations to respond more quickly to issues.

Enhance monitoring to better detect potential problems.

Streamline alert channels to improve team communication and coordination.

FOR MORE INFORMATION

For current system status information about Zendesk and specific impacts to your account, visit our system status page. You can follow this article to be notified when our post-mortem report is published. If you have additional questions about this incident, contact Zendesk customer support.