18:36 UTC | 11:36 PT
There was an issue which spanned between 2020-05-01 19:50 and 2020-05-02 18:24 UTC where customers on Phase 4 Chat were unable to login to the Chat mobile apps. We were able to identify the issue and deploy a fix.
From May 1, 2020 19:38 UTC to May 2, 2020 19:23 UTC, some standalone Chat customers were unable to sign into the Zendesk Chat mobile app due to a backend error that manifested as login error message in the mobile app. This issue was caused by a change to the Zendesk auth code which caused a regression in product behavior to disallow login via the Chat Mobile app for some standalone Chat accounts. Once the issue was identified, the change was rolled back and customers were able to login once again. In order to prevent this from happening again in the future, we have rolled back the change, will be adding this use case to our testing process and will be improving our monitoring and alerting for mobile Chat login.
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.