Service Incident - January 29, 2026 - Support | Multiple Pods -Web Widget scrolling issues

SUMMARY

On January 29, 2026 from 16:32 UTC  to 16:52 UTC, customers experienced issues with the Zendesk Web Widget where the scrollbar was not visible or functioning correctly. This prevented users from scrolling within the widget, thereby blocking their ability to continue conversations or submit responses.

Timeline

January 29, 2026, 5:02 PM UTC | January 29, 2026, 9:02 AM PST

The issue with the scrollbar in the Zendesk Support Web Widget has been resolved. Our engineering team has reverted a recent change, and we kindly ask you to refresh your browser and verify if the scrollbar is now functioning properly.

January 29, 2026, 4:43 PM UTC | January 29, 2026, 8:43 AM PST

We are aware of an issue with Zendesk Support where the scrollbar in the Web Widget is not displaying or functioning properly for customers. This affects users’ ability to continue conversations and communicate with agents. Our engineering team is currently investigating the matter. We apologize for any inconvenience this may have caused and appreciate your understanding.

Root Cause Analysis

This incident was caused by a recent update intended to improve video playback within the widget. This update modified the way the widget’s content area was structured, which unintentionally affected how the widget displayed the scroll bar, preventing it from working properly.

Resolution

To fix this issue, the recent update that caused the scrollbar issue was reversed, allowing the scrolling feature in the Web Widget to work normally again. Customers were asked to refresh their browsers to see the changes.

Remediation Items

Allow sufficient time between deployment phases to minimize the number of customers affected, especially when rolling out changes in stages.