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.
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.
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.
To resolve this issue, a patch fix was put in, and we confirmed that the Chat Widget was once again available.
- 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.
Post-mortem published July 22, 2022.
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