Service Incident - October 25th, 2021 - Zendesk's customer support widget unavailable in support.zendesk.com and other products

SUMMARY

20:37 UTC | 13:37 PT
We are happy to report that we have resolved the issues impacting Widget availability to contact Zendesk Support across Support, Chat, and Sell products. Please feel free to contact us using the Widget or any of the other available channels if you have any questions or concerns

18:54 UTC | 11:54 PT
We are happy to report that we have resolved the issues impacting Widget availability across Support, Chat, and Sell products. Please feel free to contact us using the Widget or any of the other available channels if you have any questions or concerns.

11:08 UTC | 04:08 PT
We have re-enabled the widget in the Chat product as of 03:58 PDT (10:58 UTC). If you don’t see it, please refresh your browser. We will provide an update on Sell tomorrow morning PDT. Thanks for your patience while we continue to work through this issue.

07:20 UTC | 00:20 PT
We discovered a glitch in our Chat product widget, and we have decided to take it down until our developers can amend the behavior. We hope to have it enabled again later today.

05:44 UTC | 22:44 PT
The widget in the Chat product has been restored as of 22:17 PDT (05:17 UTC). If you don’t see it, please refresh your browser. We will provide an update on Sell tomorrow morning PDT. Thanks for your patience while we continue to work through this issue.

23:13 UTC | 16:13 PT
The widget in the Support product has been restored as of 10:28AM PDT. If you don’t see it refresh your browser. We will provide an update on Sell and Chat tomorrow morning PDT.

15:50 UTC | 08:50 PT
The widget remains disabled on Support, Chat, Guide, Sell and Talk but remains accessible at support.zendesk.com. Please continue to reach out to us via email at [e-mail] if you need assistance. The next update will be posted when the remaining channels are restored.

3:00 UTC | 18:00 PT

The widget remains disabled on Support, Chat, Guide, Sell and Talk but remains accessible at support.zendesk.com. Please continue to reach out to us via email at [e-mail] if you need assistance. The next update will be posted tomorrow morning Pacific Time.

23:32 UTC | 16:32 PT

We are working to restore the widget back to support.zendesk.com tomorrow morning (PT) and will provide a further update then. We apologize for the inconvenience today. For now, please continue to reach out to us via email at [e-mail] if you need assistance.

17:00 UTC | 10:00 PT

We are continuing to work on bringing the widget back to support.zendesk.com. Please reach out to us via email at [e-mail] if you need assistance. We will update here when the widget is back up.

15:18 UTC | 8:18 PT

We have temporarily removed the Zendesk Advocacy customer support widget from Zendesk products including Support, Talk, Sell and Chat. Please reach out to us via email at [e-mail] if you need assistance. We will update here when the widget is back up.

14:51 UTC | 7:51 PT

We have temporarily removed the Zendesk Advocacy customer support widget from Chat and Sell. If you need immediate assistance and have a Support account, please reach us through that channel. We appreciate your patience while we work through this.

POST-MORTEM

TBD

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.