ZenDesk Native App

Incident Report for AppFollow Status Page

Postmortem

What happened:

A compatibility change in Zendesk’s Agent Workspace exposed a latent issue in our app’s save flow. One code path didn’t return an explicit result and we also relied on a deprecated event. In this combination, Zendesk kept waiting and the save timed out.

What we fixed:

We immediately reached out to Zendesk and, together, pinpointed a compatibility change in Agent Workspace that caused the timeouts. We shipped a fix the same day and verified it in Agent Workspace and the classic UI. We'll make sure this won't happen again.

Posted Oct 09, 2025 - 10:28 UTC

Resolved

What happened:
A compatibility change in Zendesk’s Agent Workspace exposed a latent issue in our app’s save flow. One code path didn’t return an explicit result and we also relied on a deprecated event. In this combination, Zendesk kept waiting and the save timed out.
What we fixed:
We immediately reached out to Zendesk and, together, pinpointed a compatibility change in Agent Workspace that caused the timeouts. We shipped a fix the same day and verified it in Agent Workspace and the classic UI. We'll make sure this won't happen again.

Posted Oct 09, 2025 - 10:28 UTC

Monitoring

The issue causing timeouts in the ZenDesk Native App has been resolved. A fix has been applied, and functionality is restored. We continue to investigate the root cause and will share a post-mortem once the analysis is complete.

Posted Oct 08, 2025 - 12:44 UTC

Update

We’re currently experiencing timeouts in the ZenDesk Native App, which prevents replies from being sent. Our team is investigating the issue and working to restore normal functionality as soon as possible. Temporarily disable the AppFollow Zendesk App as a workaround.

Posted Oct 07, 2025 - 12:06 UTC

Identified

Posted Oct 07, 2025 - 10:17 UTC