Service Incident - July 1, 2026 - Sunshine Conversations | Multiple Pods - Malformed AI Agent “ask for details” forms via social channels

Summary

On June 25, 2026 from 14:59 UTC to July 1, 2026 13:46 UTC, customers using social messaging channels (such as WhatsApp) experienced an issue where the “ask for details” form displayed broken or missing labels, which made it difficult (and in some cases impossible) for end-users to complete and submit support requests.

Timeline

July 01, 2026 09:17 UTC | July 01, 2026 2:17 AM PT

We’re actively investigating an issue impacting customer's end-users using the AI Agent “ask for details” forms via social channels app such as WhatsApp. We’re working on a fix and will share another update as soon as we have more information.

July 01, 2026 12:29 UTC | July 01, 2026 5:29 AM PT

Our Engineering team is currently deploying a fix for this issue. We’ll update you once the deployment is complete. Thank you for your patience as we work to resolve it.

July 01, 2026 13:51 UTC | July 01, 2026 6:51 AM PT

Our engineers have released and tested a fix for the issue impacting AI Agent "ask for details" forms. The issue is now resolved and all forms should behave as expected. Thank you for your patience while we worked to resolve this incident.

Root Cause Analysis

This incident was caused by a gap in our release process that allowed an update to be published without all of the required language resources for the “ask for details” form. Because those label files were missing, the form could not display its text correctly and appeared broken for customers using social messaging channels.

Resolution

To fix this issue, we built and deployed an updated version of the affected component that correctly included the missing language/label resources. Once the updated version finished deploying across our environments, the form labels returned to normal and customers confirmed the experience was working again.

Remediation Items

Add monitoring and alerts for missing language files so issues like broken or missing labels are detected quickly.

Create a documented recovery process for restoring missing language files so we can fix this kind of problem faster and more consistently.

Add automated checks to detect out-of-date translations to reduce the chance of incomplete or stale text appearing in customer-facing forms.

Improve form layout resilience when text is wrong or unusually long so buttons and key actions stay visible and usable even if labels render incorrectly.

Update the release pipeline to fail the build when required language files are missing so incomplete releases can’t be published

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.