Service Incident - May 29, 2026 - Support | All Pods - 401 blank page errors in Salesforce Apps

Summary

Between May 29, 2026, 07:41 UTC and June 1, 2026, 01:54 UTC, customers using Salesforce Zendesk Ticket Viewer and Canvas app across multiple pods experienced blank pages and access errors that prevented viewing Zendesk tickets. Additionally, some customers faced disruptions in synchronizing data between Salesforce and Zendesk.

Timeline

May 29, 2026 12:31 UTC | May 29, 2026 5:31 AM PT

We acknowledged the issue and informed our customers that we were aware of 4XX blank page errors occurring on Salesforce apps and recommended the following steps to potentially resolve the issue:

Navigate to the Admin Center, select Integrations, disconnect the Salesforce app via the menu, and then reconnect your Salesforce instance. Please provide feedback on whether these steps resolve the issue, and contact us if the problem persists.

May 29, 2026 15:18 UTC | May 29, 2026 8:18 AM PT

We confirmed that our Zendesk developers recently had to make a change to the Oauth Token renewal portion of our integration with Salesforce. This change may have impacted the token that would've been used by your Salesforce integration. We have advised our customers at this time to perform this workaround:

Open a new INCOGNITO browser window - this is to help avoid issues that can arise due to browser caching.

Within that incognito window, navigate to Admin Center > Apps and Integrations > Salesforce

Click into your Salesforce connection that's failing

Click the Actions drop-down and then Disconnect button in the top-right corner of the page:

You can immediately re-add the connection (still within that Incognito window) - all your previous settings will be saved, but you'll need to re-enable the features you want to use by checking the Enable checkbox on those feature pages.

When reconnecting, please be sure to use a user that has the required profile permissions.

May 29, 2026 17:19 UTC | May 29, 2026 10:19 AM PT

Zendesk engineers began investigating an additional issue that is impacting the Salesforce ticket viewer indicating users do not have permission to view Zendesk tickets.

May 30, 2026 00:26 UTC | May 29, 2026 5:26 PM PT

We’re have begun testing an alternative workaround/fix to restore ticket viewer access for impacted users.

May 30, 2026 3:06 UTC | May 29, 2026 8:06 PM PT

After monitoring the workaround fix that was deployed and enabled, we enquired to our customers that if they are still seeing the issue after the workaround has been enabled for their account, and advised them to disconnect and reconnect the Zendesk–Salesforce integration (this refreshes the connection state/tokens), and test again. We advised customers to capture some details including the affected Salesforce user(s), a timestamp of the most recent failure, and a screenshot of the error so we can investigate further.

June 2, 2026 6:30 UTC | June 1, 2026 11:30 PM PT

As we continued to observe recovery after the deployment of the fix and workaround instructions across affected customers, we provided the following additional workaround for our customers who were still experience issues after following initial steps to ensure complete disconnection and reconnection as required to fix the issue.

If you are still experiencing issues, please disconnect and reconnect the Zendesk–Salesforce integration using the steps in this guide:
https://support.zendesk.com/hc/en-us/articles/4408834115738-Setting-up-ticket-view-in-Salesforce
Please ensure that under OAuth Policies, Permitted Users are set to: Admin approved users are pre-authorized, then click Save. This is a required setting.
Users do not need to re-authenticate with OAuth each time.

We also recommend reviewing the Salesforce integration resources guide here and following the setup instructions carefully:
https://support.zendesk.com/hc/en-us/articles/4408827957274-Salesforce-integration-resources

June 8, 2026 6:29 UTC | June 7, 2026 11:29 PM PT

Zendesk have confirmed that the Salesforce-side product setting bug has been disabled, fully restoring integration services.

Additionally we shared the following information:

However, because the issue invalidated existing tokens, customers who are still experiencing problems with their Salesforce integration — such as Ticket Viewer issues or account sync errors that started on Friday, May 29, 2026 — will need to complete a one-time disconnect and reconnect of the integration.
This step is required to refresh the connection and generate new valid tokens. Please carefully review the setup guides below before reconnecting:

https://support.zendesk.com/hc/en-us/articles/4408827957274-Salesforce-integration-resources

https://support.zendesk.com/hc/en-us/articles/4408834115738-Setting-up-ticket-view-in-Salesforce

Key steps

Confirm the Connected App setup forSalesforce Integration for Zendesk matches our documentation, including:

OAuth policy set toAdmin approved users are pre-authorized

Relevant profiles added underManage Profiles

Revoke OAuth tokens for the Connected App in Salesforce

Note any active integration features for later re-enabling

Disconnect the integration in Zendesk Admin Center

Reconnect the integration using an admin with appropriate permissions

Re-enable the required features from step 3

Test to confirm all features — especially Ticket View — work for all relevant users

Root Cause Analysis

The incident was caused by a configuration error on our partner provider's side related to security settings that invalidated login tokens, resulting in widespread access errors and missing content within the provider's ticket view app.

Resolution

To fix the problem, a temporary solution was activated to immediately restore Ticket View access. Our team worked closely with the partner provider to disable the setting that was causing login token problems, confirmed recovery, removed the temporary fix, and supported affected customers with a one-time disconnect and reconnect to refresh tokens.

Remediation Items

Review alert settings with the service reliability team to understand why the issue was not flagged promptly.

Update the internal guidance pages related to the partner/provider integration.

Review and improve partner/provider integration setup documentation to ensure accuracy.

Enhance monitoring for the partner/provider features that were impacted.

Create a clear, updated support and escalation guide for handling partner/provider-related production incidents.

Continue working closely with the partner/provider to identify the root cause and develop a permanent fix.

FOR MORE INFORMATION

For current system status information about Zendesk and specific impacts to your account, visit our system status page. If you have additional questions about this incident, contact Zendesk customer support.