20:04 UTC | 13:04 PT
The incident impacting Facebook, Whatsapp, and Instagram integrations has remained stable since 18:05 UTC. We did want to report the expected behavior for customer interactions during the incident.
Regarding accounts using the Social Add-on and/or Sunshine Conversations integrated with Facebook, Instagram, and Whatsapp - messages attempted during the incident would have failed from an end-user perspective as well as the agent perspective. End-users should be able to now retry their message. Agents who received errors when sending messages during the incident should now be able to send messages as expected.
For customers using our original Facebook integration (under Admin > Channels > Facebook in Zendesk Support), there was no notable impact. All posts, comments, direct messages, etc. should have worked as expected.
19:17 UTC | 12:17 PT
Our systems have recovered from the incident that impacted customers using the Facebook, Instagram, and WhatsApp integrations from approximately 17:25 -18:05 UTC.
18:36 UTC | 11:36 PT
We are seeing improvement in the issue impacting customers using the Facebook, Instagram, and WhatsApp integrations. Messages from these channels are starting to be received. We will provide additional updates as more information becomes available.
18:05 UTC | 11:05 PT
We are investigating an issue impacting customers using the Facebook, Instagram, and WhatsApp integrations. Messages from these channels are not being received. We will provide additional information as it becomes available.
During this incident, Facebook experienced a global outage affecting the messaging components of all three major platforms (Facebook Messenger, WhatsApp and Instagram). The downtime lasted approximately 40 minutes from 1:25pm - 2:06pm EST on Friday March 19th. During that time, end-user messages were not being accepted by Facebook servers. Once service was restored, messages were retried and resent successfully.
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.