Service Incident - July 8, 2022 - Widget missing from Zendesk Help Center

SUMMARY

Between June 29, 2022 from 10:19 UTC to July 14 17:38 UTC, the Zendesk Z Bot Chat Widget was missing from the Zendesk Help Centre page.  Customers may therefore have had issues contacting Zendesk Support from the support.zendesk.com URL.  However, the in-product chat widget and the widget at zendesk.com remained available as alternative avenues to get in touch with the Zendesk support team.

Timeline

19:02 UTC | 12:02 PT

We are aware of an issue that has caused the Zendesk Z Bot Chat Widget to contact Zendesk Support at support.zendesk.com to disappear, and our team is investigating. In the meantime, the in-product chat widget and the chat widget at zendesk.com remain available to contact the Zendesk support team.

July 12 21:17 UTC | 14:17 PT

The issue causing the Zendesk Z Bot Chat Widget at support.zendesk.com to disappear is now resolved. You can now reach our support team using the widget on support.zendesk.com.

POST-MORTEM

Root Cause Analysis

Viewing the Request Initiator chain, it was noted that network traffic routed through a partner service.  It may have been likely that a setting had been added on that service, causing a change in how cookies set by the widget were used in browsers.

Resolution

To resolve this issue, a patch fix was put in, and we confirmed that the Chat Widget was once again available.

Remediation Items

1. Adding a monitor to check that the widget is available in the Help Center [Scheduled]

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.