During this incident, customers reported receiving an “Access Denied” message when attempting to integrate Gmail addresses or Social Accounts. That meant that during the incident customers could not integrate their GMail accounts, Facebook Pages, Twitter Handles with Zendesk. All existing integrations were working normally.
6:26 UTC | 13:26 PT
We are investigating reports of Support customers receiving an error message when attempting to integrate a Gmail address or social page such as Facebook or Twitter. More info to follow.
21:26 UTC | 14:26 PT
Our engineers have rolled out a fix for the issue causing errors when adding social integrations. We can confirm the issue is now resolved. You may need to hard refresh your browser for the fix to take effect.
A support.zendesk.com configuration change caused the Channels Framework to point to a wrong environment variable. This caused the Channels Frame to return an access denied error to the customer.
Once the issue was identified, a code fix was implemented to resolve the issue.
- Deploy Code fix
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.