SUMMARY
On July 07, 2021 from 02:51 UTC to 15:57 UTC, customers on our Social Messaging platform were unable to send outbound replies to Instagram direct messages.
Timeline
07:46 UTC | 00:46 PT
We are currently experiencing an issue where the Instagram native channel integration in Agent Workspace is unable to send out messages. Thank you for your patience while we work on this issue.
08:34 UTC | 01:34 PT
Our team is working with our partner on a fix for the Instagram native channel integration in Agent Workspace issue. In the meantime, the workaround is to reply directly via Instagram instead of using Zendesk Support. Next update when we have new information to share.
14:05 UTC | 07:05 PT
We continue to work with our partner on the issue impacting Instagram messaging. We will provide further updates once they are available.
16:25 UTC | 09:25 PT
We have confirmed with our partner that the issue impacting Instagram messaging is now resolved and functioning as expected. We greatly appreciate your patience!
POST-MORTEM
Root Cause Analysis
This incident was caused by the revoking of Zendesk’s access to our partner’s HUMAN_AGENT tag feature, resulting in authentication failures to their platform.
Resolution
To fix this issue, we submitted Zendesk’s Facebook apps for review to recover the HUMAN_AGENT tag permission. Once the apps were approved at our partner’s end, recovery was observed thereafter.
Remediation Items
- Create additional internal alerts [Scheduled]
- Work with our Messenger platform partner on better communication channels for upcoming changes. [In Progress]
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.