On July 9, 2020 from 22:54 UTC to July 10, 2020 20:28 UTC , Support customers experienced issues with the Web Widget not respecting brand filtering for ticket forms and displaying all forms, regardless of the filtering. The request form on respective brand help centers still filtered, but the widget did not.
20:43 UTC | 13:43 PT
We have just released code which should resolve the web-widget failing to restrict ticket forms based on the current brand. Please refresh and let us know if you're still seeing this issue.
19:49 UTC | 12:49 PT
Our teams are investigating an issue affecting the web widget on multi-brand accounts in which ticket forms are available to all end-users regardless of brand.
Root Cause Analysis
A code change to the endpoint that delivers ticket form information for the widget resulted in the return of all active ticket forms for a given account when no ticket form IDs were specified. These should have been properly scoped by brand.
To fix this issue, the offending code change was rolled back and the Web Widget functionality returned to normal.
- Roll back offending change
- Fix original code change to ensure generic ticket form requests are scoped by brand
- Add additional testing for Multi Brand Ticket Form scenario
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.