From 11/03/2021 15:40 UTC to 11/4/2021 12:46 UTC, the support.zendesk.com Z bot experienced intermittent technical issues that resulted in the welcome message not displaying correctly in the bot, some tickets not being created, and email verification not working for unauthenticated users in the widget.
12:59 UTC | 05:59 PT
We are happy to report that the post-maintenance issues for our Z Bot in the Advocacy Customer Support Widget have been fixed. We apologise for the inconvenience.
10:43 UTC | 03:43 PT
We are continuously monitoring the post-maintenance for our Z Bot in the Advocacy Customer Support Widget. Unfortunately, some intermittent errors seem to be still present. Thank you for your patience while we work to maintain stability.
09:49 UTC | 02:49 PT
We appreciate your patience while we worked through our Z Bot emergency maintenance. During the period, customer messages appeared unauthenticated for our Agents. Z Bot has now been re-enabled and is online for the Zendesk Advocacy Customer Support Widget. We continue to monitor.
09:22 UTC | 02:22 PT
The Zendesk Bot for the Advocacy Customer Support Widget (Z Bot) has been temporarily disabled, but the Widget itself is still accessible and customers can still start conversations with us by typing in. The maintenance is ongoing. This does not impact customers’ widgets.
08:46 UTC | 01:46 PT
Zendesk Customer Advocacy Support Widget (Z Bot) is going through an emergency maintenance and might not be accessible to customers momentarily. This does not impact our customer’s widget. We will inform once the maintenance window is over. More information to follow.
Root Cause Analysis
The incident was caused by a degradation of service experienced by our bot vendor.
The bot was taken offline until the degradation was resolved and restored afterwards.
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.