Post-mortem - February 26, 2026 - Support | All pods - Issues with sending public replies in Zendesk Support

Summary

On February 26, 2026 from 9:00 UTC to 14:30 UTC, customers across All Pods experienced issues with Zendesk Support preventing customers from sending public replies to their end-users.

Timeline

February 26, 2026 11:23 UTC | February 26, 2026 3:23 AM PT

We are currently aware of an issue in Zendesk Support that is preventing customers from sending public replies to their end-users. Our engineering team is actively investigating the matter and will provide updates as soon as they become available. We apologize for any inconvenience this may have caused and appreciate your understanding.

February 26, 2026 15:55 UTC | February 26, 2026 7:55 AM PT

We are pleased to inform you that the issue in Zendesk Support, which prevented customers from sending public replies to their end-users, has been resolved. Thank you for your patience while we addressed this matter.

Root Cause Analysis

The incident was caused by an update to a UI library that introduced automatic closing of modal dialogs when they lose focus. This behavior unexpectedly affected the warning dialog shown to agents when switching a private ticket to public, causing it to close prematurely and cancel the action.

Resolution

To resolve the issue, we temporarily rolled back to a previous version to restore the ability for agents to send public replies. Following successful validation of the fix, we redeployed the original update after correcting the problem and adding necessary tests.

Remediation Steps

Create automated tests to ensure tickets switch correctly from internal notes to public replies.

Implement a process to mark the last stable deployment for quick rollbacks in case of high-risk changes.

Propose and adopt a red/green deployment strategy to improve reliability and minimize disruption during updates.

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.