On August 19, 2019 from 18:30 UTC to 20:27 UTC customers on all pods using Google Authentication were unable to authenticate successfully to Zendesk Support, Guide, Smooch, BIME, Connect, Talk, Chat, and the App Marketplace using Google SSO. Authentication into Zendesk products was not down due to our back up methods of authentication.
20:52 UTC | 13:52 PT
Google has reported authentication issues are resolved, you should be able to access Zendesk products normally. If you continue to experience issues logging in with Google please clear your browser's cache and attempt login again.
20:13 UTC | 13:13 PT
Google is reporting their mitigation efforts are showing improvements with authentication. Some customers have reported success attempting to utilize an incognito or private browsing session to login. We are monitoring the situation and will provide updates as we are able.
19:37 UTC | 12:37 PT
Google has reported authentication issues which are affecting Zendesk products. Agents and end-users are intermittently unable to login using Google Authentication. We are monitoring the situation and will provide updates as we are able.
Root cause Analysis
This incident was caused by an issue with a third party vendor.
This issue was resolved by the vendor.
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.