Reauthorizing and confirming the Zendesk Support - Facebook pages connection

<body>
<p id="docs-hc-snippet" style="display: none;">If you have configured your Zendesk and Facebook accounts to work together, at some point you may find you are unable to send or receive any public or private messages in Support (for example, from Facebook pages or via Facebook Messenger). If this happens, you can reauthorize Zendesk’s access to your Facebook account and check the connection between them.</p>
<div class="article-banners">
<div id="docs-wmp-link">
<a href="https://support.zendesk.com/hc/en-us/articles/5411234991258-plan" rel="noopener" target="_blank">What's my plan?</a>
</div>

<div class="article-banner" id="suite_all">
<table>
<tbody>
<tr>
<td>
<strong>All Suites</strong>
</td>
<td>Team, Growth, Professional, Enterprise, or Enterprise Plus</td>
</tr>
</tbody>
</table>
</div>

<div class="article-banner" id="support_all">
<table>
<tbody>
<tr>
<td>
<strong>Support</strong>
</td>
<td>Team, Professional, or Enterprise</td>
</tr>
</tbody>
</table>
</div>

</div>

<div class="body">

<p class="p" dir="ltr">If you have configured your Zendesk and Facebook accounts to work together, at some
point you may find you are unable to send or receive any public or private messages in Support
(for example, from Facebook pages or via Facebook Messenger). If this happens, you can
reauthorize Zendesk’s access to your Facebook account and check the connection between
them.</p>
<p class="p" dir="ltr">This article includes the following topics:</p>
<div class="p">
<ul class="ul" id="topic-1__ul_lz5_tpm_q5b">
<li class="li"><a class="xref" href="#topic_ovs_qrm_q5b">Reauthorizing Zendesk’s connection to Facebook</a></li>
<li class="li"><a class="xref" href="#topic_qfk_qrm_q5b">Confirming the Zendesk-Facebook connection</a></li>
</ul>
</div>
<p class="p">Related articles:</p>
<div class="p">
<ul class="ul" id="topic-1__ul_idp_5pm_q5b">
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408887381914-How-do-I-troubleshoot-issues-with-my-Facebook-channel-" target="_blank">How do I troubleshoot issues with my Facebook
channel?</a></li>
<li class="li"><a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408826833050-My-Facebook-integration-stopped-working" target="_blank">My Facebook integration stopped working</a></li>
</ul>
You can also watch the following video:</div>
<p class="p"><iframe allowfullscreen="true" controls="controls" height="225" src="https://www.youtube.com/embed/HzNtYCwydPk" width="400"></iframe></p>
<p class="p">How to reauthorize the connection between Zendesk Support and your Facebook pages (2:03)</p>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_ovs_qrm_q5b">
<h2 class="title topictitle2" id="ariaid-title2">Reauthorizing Zendesk’s connection to Facebook</h2>
<div class="body">
<p class="p">There are a <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408826833050" target="_blank">number of reasons</a> why the connection between
Facebook and Zendesk might be lost. If you determine that the Zendesk-Facebook connection is
not working, you can reauthorize Zendesk’s access. </p>
<p class="p" dir="ltr"><strong class="ph b">To reauthorize Zendesk to access your Facebook pages</strong></p>
<div class="p">
<ol class="ol" id="topic_ovs_qrm_q5b__ol_kjc_xzg_q5b">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_ovs_qrm_q5b__d7e949" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Messaging and social &gt; Facebook
Pages</strong>.</span></li>
<li class="li" dir="ltr">Move the cursor over the name of the Facebook page and then click
<strong class="ph b">unlink</strong> to completely remove the page.</li>
<li class="li" dir="ltr">Click <strong class="ph b">Add new page</strong> to re-add the Facebook page you removed in the
previous step.</li>
<li class="li" dir="ltr">Sign in to your Facebook account.<p class="p"><img class="image img-screenshot" id="topic_ovs_qrm_q5b__image_cb5_g1h_q5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/fb_auth_previous_link.png" width="400"></p>
</li>
<li class="li">Click <strong class="ph b">Edit settings</strong>.</li>
<li class="li">Select the pages you want to link to Zendesk, and then click <strong class="ph b">Next</strong>.<p class="p"><img class="image img-screenshot" id="topic_ovs_qrm_q5b__image_t55_y1h_q5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/fb_auth_pages.png" width="400"></p>
</li>
<li class="li">Adjust your permissions, if needed, and then click <strong class="ph b">Done</strong>.<div class="note note">
<span class="notetitle">Note:</span> If you have an
account that enables you to use Facebook Messenger, and you want to use it, <strong class="ph b">Manage
and access Page conversations on Messenger</strong> must be enabled.</div>
<p class="p"><img class="image img-screenshot" id="topic_ovs_qrm_q5b__image_fq5_dbh_q5b" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/fb_auth_permissions_2.png" width="400"></p>
</li>
<li class="li">Go to <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408819897242#topic_ejk_hp3_zl" target="_blank">Facebook channel settings</a> and enable <strong class="ph b">Include
Wall posts</strong> and <strong class="ph b">Include private messages</strong>. </li>
</ol>
</div>
<p class="p">If these instructions do not reconnect your Zendesk and Facebook accounts, see <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408826833050-My-Facebook-integration-stopped-working" target="_blank">My Facebook integration stopped working</a> for more
suggestions.</p>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_qfk_qrm_q5b">
<h2 class="title topictitle2" id="ariaid-title3">Confirming the Zendesk-Facebook connection</h2>
<div class="body">
<p class="p">To determine that the reauthorization was successful, you can create a view to monitor the
flow of Facebook tickets through Zendesk Support.</p>
<p class="p" dir="ltr"><strong class="ph b">To create the view for your Facebook tickets</strong></p>
<ol class="ol" id="topic_qfk_qrm_q5b__ol_gsr_ftm_q5b">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_workspaces_icon.png">
<strong class="ph b">Workspaces</strong> in the sidebar, then select <strong class="ph b">Agent tools &gt; Views</strong>.</span></li>
<li class="li">Click <strong class="ph b">Add view</strong>.</li>
<li class="li" dir="ltr">Enter a <strong class="ph b">Title</strong> for the view, for example, "Facebook posts".</li>
<li class="li" dir="ltr">Under <strong class="ph b">Tickets must meet all of these conditions to appear in the view</strong>,
add: <ul class="ul" id="topic_qfk_qrm_q5b__ul_hsr_ftm_q5b">
<li class="li" dir="ltr">
<strong class="ph b">Status | Less than | Solved</strong>
</li>
<li class="li" dir="ltr">
<strong class="ph b">Channel | Is | Facebook Post</strong>
</li>
</ul>
</li>
<li class="li" dir="ltr">Create a post on your Facebook page.</li>
<li class="li" dir="ltr">In Support, open the view you just created.<p class="p"> If you don't see the view on
the list, <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408842965530-Accessing-and-using-the-Views-admin-page#topic_tmy_3hd_jjb" target="_blank">reorder your views</a> to move it up its position.
Expect a small delay between the time you create the post and the time Zendesk creates
the ticket.</p>
</li>
</ol>
<p class="p">The following video also walks you through the confirmation process:</p>
<iframe allowfullscreen="true" controls="controls" height="225" src="https://www.youtube.com/embed/B5YmXm4zmgA" width="400"></iframe>
<p class="p">How to verify that the Facebook integration is working (2:03)</p>
</div>
</div>
<script id="docs-schema-markup" type="application/ld+json">{
"@context": "https://schema.org",
"@type": "TechArticle",
"@id": "https://support.zendesk.com/hc/en-us/articles/4634815441946",
"url": "https://support.zendesk.com/hc/en-us/articles/4634815441946",
"headline": "Reauthorizing and confirming the Zendesk Support - Facebook pages connection",
"description": "You can reauthorize and confirm the connection between your support system and Facebook pages to restore the ability to send and receive messages through the integration.",
"articleSection": "Third party and social messaging channels",
"datePublished": "2022-05-27T22:51:08+00:00",
"dateModified": "2026-05-15T23:22:42.437369+00:00",
"inLanguage": "en",
"mainEntityOfPage": {
"@type": "WebPage",
"@id": "https://support.zendesk.com/hc/en-us/articles/4634815441946"
},
"author": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"publisher": {
"@type": "Organization",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
},
"isPartOf": {
"@type": "WebSite",
"name": "Zendesk Help",
"@id": "https://support.zendesk.com/hc/"
},
"about": {
"@type": "SoftwareApplication",
"name": "Zendesk",
"@id": "https://www.zendesk.com"
}
}</script>
</body>