Freshdesk incident
Intermittent issues with converting Facebook Direct Messages as tickets
Resolved after 3 days 14 hours, affecting Social and Social and 1 more, on November 8, 2022.
Our Engineers have moved all the accounts to the fallback mechanism and have been monitoring the inflow of Direct Messages which seems to be working fine consistently.
Affected components
Update timeline
- investigating Nov 08, 2022, 08:20 PM UTC
We have been notified of an issue where Facebook Direct messages are not getting converted as tickets into Freshdesk for a few customers . Our Engineering team is working with the Facebook team to resolve the issue at the earliest. Please reach out to our support team at [email protected] for any urgent queries
- investigating Nov 10, 2022, 07:09 AM UTC
Our Engineering team is working closely with the Facebook team to unblock the issue.
- investigating Nov 11, 2022, 04:50 AM UTC
Our Engineering Team has submitted all the necessary details to the Facebook team for them to unblock our customers. We are incrementally moving customers to the fallback mechanism in the meanwhile.
- investigating Nov 12, 2022, 05:34 AM UTC
We have moved a majority of our customer accounts to the fallback mechanism while the Facebook team is still processing our request. We have thus observed a substantial reduction in the impact and Direct Messages are flowing in properly for most of our customers.
- resolved Nov 12, 2022, 10:52 AM UTC
Our Engineers have moved all the accounts to the fallback mechanism and have been monitoring the inflow of Direct Messages which seems to be working fine consistently.
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