Facebook channel connected but no tickets created (error #10)

Technical assistance
1
  • Used Zammad version: 7.0.1-1776368826.6b87aa9.ubuntu22
  • Used Zammad installation type: package (Ubuntu 22.04)
  • Operating system: Ubuntu 22.04 (self-hosted)
  • Browser + version: Chrome / Firefox (latest)

Expected behavior:

  • When someone sends a message to my Facebook Page, a ticket should be created in Zammad.

Actual behavior:

  • No ticket is created. The production.log shows this error:

OAuthException, code: 10, message: (#10) This endpoint requires the ‘pages_read_engagement’ permission

The problem: My Page Access Token does have pages_read_engagement (verified with Meta’s Token Debugger). Same token works for /{page-id} and /{page-id}/posts but fails for /{page-id}/feed?fields=likes,comments .

Steps to reproduce the behavior:

  1. Connect Facebook Page to Zammad using OAuth
  2. Page appears correctly in channel settings
  3. Send a test message to the Page from a different Facebook account (non-admin)
  4. No ticket appears in Zammad
  5. Check production.log - error #10 appears

Additional notes:

  • Admin/developer tokens work fine. Issue only affects external users.
  • I can reproduce this in Meta’s Graph API Explorer.
  • Advanced Access for pages_read_engagement is approved. App is in Live mode.
  • I also posted about this on Meta’s Developer Forum.

Has anyone gotten the Facebook channel working on Zammad 7.0.1 in 2026? Any workaround?

Thanks.