Facebook team updated this issue status and provided a fix. Now attachments in instagram direct messages tickets should pull to Gorgias as expected. We are monitoring the fix before resolving the incident.
Posted May 05, 2022 - 06:41 PDT
We investigated a solution involving a change on our side to try to fix this Instagram API issue, but to no avail. The Facebook team is currently still at work on the issue and we are waiting for updates from their team.
Posted Apr 27, 2022 - 15:39 PDT
Facebook is taking care of it now. We’re, also, taking a look at what possible actions we can do on our side to limit the impact of it.