Post-mortem - February 11, 2026 - Agent Workspace | All pods - Agent Workspace Composer defaulting to private comments

Summary

On February 11, 2026, from 08:50 UTC to 21:46 UTC, customers using Agent Workspace in Support on all Pods faced a problem where accepted messaging conversations were incorrectly marked as ‘Internal Note’.

Timeline

February 11, 2026 16:53 UTC | February 11, 2026 8:53 AM PT

We are aware of an issue causing the Agent Workspace composer to default to internal note, rather than continue with a public messaging conversation. Our engineering team is actively investigating this matter, and we will provide updates as soon as they become available. We apologize for any inconvenience this may cause and appreciate your patience.

February 11, 2026 17:33 UTC | February 11, 2026 9:33 AM PT

Our team continues to investigate the issue causing the Agent Workspace composer to default to internal note rather than continuing with a public messaging conversation. Please note that it is possible to immediately convert back to a public conversation from the internal note setting in the composer. We will provide additional information when we have a substantive update to share.
Thank you for your patience in the meantime.

February 11, 2026 20:58 UTC | February 11, 2026 12:58 PM PT

We thank you for your patience. Our engineers have been working to resolve the issue causing Agent Workspace composer defaults to change from messaging. We aim to have a fix in place shortly. We will provide an update when this is released.

February 11, 2026 21:45 UTC | February 11, 2026 1:45 PM PT

Our engineers have deployed a fix for the issue within the Agent Workspace composer causing messaging conversations to default to internal note or email. This should now be resolved, and we ask that you refresh your browser for the fix to take effect.

Root Cause Analysis

The incident was caused by a recent code change intended to improve data accuracy, which inadvertently introduced a timing issue affecting message processing when certain tickets are opened.

Resolution

To fix this issue, our engineers deployed a fix that reverted the recent code causing messaging conversations to default incorrectly, restoring the proper channel selection and improving agent workflow across all pods.

Remediation Items

Reapply the original code changes with corrections specifically addressing the auto-accepting chats scenario.

Use a phased rollout process to deploy the code fix smoothly when it is ready.

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.