Disconnections of Facebook integrations

Incident Report for Gorgias

Resolved

We are no longer experiencing issues with Facebook's API. We are currently recovering the missing FB/IG messages.
Posted Feb 13, 2023 - 17:02 UTC

Monitoring

Facebook seems to have fixed the issue on their API endpoint that allows us to fetch the user's permissions on Facebook pages. We are monitoring the results.
Posted Feb 13, 2023 - 13:26 UTC

Identified

We have opened a bug report on Facebook's side.
Posted Feb 12, 2023 - 15:22 UTC

Update

We observe a high number of unknown errors (`Unsupported request - method type: get`) on the request we make to fetch user permissions for Facebook pages.

It appears that the problem is intermittent, trying to reconnect the integration may temporarily solve the problem.
Posted Feb 10, 2023 - 23:29 UTC

Investigating

Some customers are reporting that their Facebook integrations are getting disconnected and cannot be reconnected, as they are immediately disconnected again.

We are investigating this problem and will post an update as soon as we have more information.
Posted Feb 10, 2023 - 22:59 UTC
This incident affected: Helpdesk Integrations (Facebook Posts & Comments, Instagram comments, Facebook Messenger, Instagram Direct Messages).