image for site

Resolve Facebook API Delays - Frequently asked questions

Explore common questions about the November 16, 2023 service incident affecting message delays via Facebook API. Find solutions and insights to address these issues.

Frequently asked questions

What happened during the Zendesk service incident on November 16, 2023?

On November 16, 2023, Zendesk Support customers experienced issues with sending messages via the Facebook API. From 20:10 UTC, there were intermittent failures in outbound message delivery. The incident was due to a service interruption in the…

How did Zendesk respond to the Facebook API message delivery issue?

Zendesk responded to the Facebook API message delivery issue by actively collaborating with their service partner to resolve the problem. They provided regular updates to customers and explored potential workarounds. Despite the initial lack of a…

What was the root cause of the Zendesk service incident on November 16, 2023?

The root cause of the Zendesk service incident on November 16, 2023, was a service interruption in the Meta Send API. This was further complicated by a monitoring issue on Zendesk's side, which delayed their response and issue identification. Meta…

What steps did Zendesk take to prevent future incidents like the one on November 16, 2023?

To prevent future incidents like the one on November 16, 2023, Zendesk has reviewed their monitoring systems to ensure all failures are captured and alerts are sent appropriately. They are also reviewing Meta's root cause analysis for further…

How can I find more information about Zendesk's system status?

For current system status information about your Zendesk, you can check out their system status page. This page provides updates on any ongoing issues and the status of Zendesk services. If you have additional questions about specific incidents,…

Interested indeflectingover 70% of your Zendesk support tickets?

Our AI customer support agent is here to help. Trained on all your help docs, installed directly into your Zendesk account, it can be used to automate customer replies for tickets or live chat. Learn more below.
Zendesk logo

Zendesk Support Tickets

Receive new tickets by email or a support form? This integration is for you.
My AskAI integrated within Zendesk to deflect support tickets
Learn about our Zendesk ticket integration
Zendesk logo

Zendesk Messaging (live chat)

Using Zendesk's Messaging widget on your site for live chat? This integration is for you.
My AskAI integrated within Zendesk to deflect customer support live chat conversations
Learn about our Zendesk Messaging integration

Join1,000+ companies reducing their support costs and freeing up support agents for more important work

Vestd company logo — Customer of My AskAI's AI customer support agents
Genesis company logo — Customer of My AskAI's AI customer support agents
Zinc company logo — Customer of My AskAI's AI customer support agents
Customer.io company logo — Customer of My AskAI's AI customer support agents
Zeffy company logo — Customer of My AskAI's AI customer support agents
NHS company logo — Customer of My AskAI's AI customer support agents
Kontakt.io company logo — Customer of My AskAI's AI customer support agents

Reduce support costs.Spend more time on customer success.

Our AI customer support agents are already used by 👇
Companies using AI assistants on their websites