SUMMARY
Between June 02, 2022 from 19:46 UTC to June 03 00:30 UTC, customers using Zendesk Support on multiple pods experienced errors when attempting to update tickets in Support and some other request types. The error “Invalid authenticity token” appeared in an error modal in Support upon ticket submission preventing the update from being saved. Retrying the update worked in most cases.
Timeline
02:00 UTC | 19:00 PT
We have received some reports of intermittent “Invalid authenticity token” errors when submitting ticket updates in Support since 13:00 PDT / 20:00 UTC (June 2). These errors have since subsided. If you experience this error due to stale browser cache, please hard refresh your Zendesk browser window and try again. Apologies for any inconvenience this may have caused today.
POST-MORTEM
Root Cause Analysis
This incident was caused by the deployment of a software version that generated new-style cookies not understood by the outgoing application servers, causing subsequent requests made from that browser page to fail until the page was reloaded.
Resolution
To fix this issue, customers were advised to reload browser windows after the deployment was completed, and we confirmed that this issue was resolved.
Remediation Items
- Adding anomaly monitoring for 403 errors [In Progress]
FOR MORE INFORMATION
For current system status information about your Zendesk, check out our system status page. 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 via ZBot Messaging within the Widget.