Post-mortem - November 25, 2025 - All Pods | Support - Scrolling and editing issues in Side Conversations

Summary

On November 25, 2025, from 10:15 UTC to 13:24 UTC, customers experienced issues with Side Conversations in Zendesk Support where they could not scroll through conversation history and the reply box was missing or inaccessible.

Timeline

November 25, 2025 12:03 UTC | November 25, 2025 04:03 PT

We have received reports of customers encountering difficulties scrolling Side Conversations in Zendesk Support. Our engineering team is actively investigating the issue to identify the cause and implement a fix. We apologize for the disruption and appreciate your patience. Updates will be provided as they become available.

November 25, 2025 13:45 UTC | November 25, 2025 05:45 PT

We are pleased to inform you that the issue affecting the scrolling function and the missing reply box in the Zendesk Support Side Conversations has been resolved. We sincerely appreciate your patience as our team diligently worked to address this matter.

Root Cause Analysis

The incident was triggered by a code change deployed on the same day that was intended to fix drag-and-drop functionality in Side Conversations when using grid layout and multiple tabs. This change, while designed to address a specific user interface issue, had an unintended side effect of removing the scrollbar functionality from Side Conversations.

Resolution

The immediate fix involved disabling the improved scrolling feature that was interacting poorly with the recent code change. This restored the ability to scroll within Side Conversations and access reply boxes. A code revert was also prepared and deployed as an additional safeguard.

Remediation Items

Implement segmented rollout as the default deployment strategy for all user interface changes for the next period

Enhance testing procedures to include comprehensive Side Conversations scenarios

Improve monitoring and alerting to detect user interface issues more quickly

Review and update risk assessment criteria for code changes affecting core user functionality

Enhance cross-team communication processes when features have dependencies or interactions

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.