02:25 UTC | 18:25 PT
Facebook has now pushed the fix to production. All messages should now be converted to tickets.
01:32 UTC | 17:32 PT
Facebook has identified the root cause to the issue and a fix is ready. We are waiting for them to roll out the fix globally.
23:19 UTC | 15:19 PT
We're still working with FB to resolve FB private messages not creating tickets in Zendesk. Next update in 2 hours. http://bit.ly/2BfCBCQ
22:01 UTC | 14:01 PT
We are continuing to work with FB towards a resolution. Updates can also be found on the FB status page: http://bit.ly/2BfCBCQ
21:06 UTC | 13:06 PT
We're working with FB in relation to an issue with their API where FB DM's are not creating tickets in Zendesk. Next update in an hour.
20:41 UTC | 12:41 PT
We are currently experiencing issues with messages being down for all pods coming into Zendesk from FB. Investigation is underway.
An error in the Facebook API resulted in Facebook Direct messages not creating Zendesk tickets. Facebook identified the root cause and pushed out a fix for the issue. Facebook direct message ticket creation returned to normal after the fix was deployed. Please note that the error affected other users of the Facebook API, not just Zendesk. More info on the bug and fix here: https://developers.facebook.com/status/issues/138046430243139/
FOR MORE INFORMATION
For current system status information about your Zendesk, check out our system status page. During an incident, you can also receive status updates by following @ZendeskOps on Twitter. The summary of our post-mortem investigation is usually posted here a few days after the incident has ended. If you have additional questions about this incident, please log a ticket with us.