16:17 UTC | 09:17 PT
We have identified the root cause of this Apps Framework issue and rolled back the associated code. Please refresh your browser and let us know if you're still seeing this issue so that we can look into your specific case more closely.
15:44 UTC | 08:44 PT
We are currently investigating issues related to our Apps Framework and Ticket Editor functions which may impact the function of existing apps such as Knowledge Capture.
On July 6, 2020 from 02:21 to 16:36 UTC Support agents were unable to use Support apps that invoked editor functionality. Agents using the Knowledge Capture app were unable to add the article link to the ticket comments field, as well as any apps that invoked the Zendesk App Framework editor functions. Developers working on a new feature had made some changes in order to add Editor Apps support. Due to an incorrect conditional check the new ZAF changes were made available to non-Agent Workspace editor which caused the Apps to break. Once this root cause was identified, the change was rolled back and apps functionality returned to normal. In order to prevent this from happening again in the future, we have rolled back the change and will be adding additional testing and monitoring for this feature.
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.