23:58 UTC | 15:58 PT
We are continuing to investigate the root cause of the issues with some Zendesk Message integrations. If you are still experiencing this problem, please email us at firstname.lastname@example.org so we can provide you with the current workaround.
20:45 UTC | 12:45 PT
We are continuing to investigate reports of Chat Message accounts being deauthorized and experiencing errors when responding to end-users. Our next update will be when we receive more information.
20:04 UTC | 12:04 PT
Our teams continue to investigate reports of Chat Message accounts being deauthorized and unable to respond to end-users.
19:31 UTC | 11:31 PT
We are currently investigating some reports of Chat Message accounts being deauthorized and subsequently unable to respond to end-users.
During this incident, customers using Zendesk Message were unable to chat with Facebook visitors. This incident occurred partially because of a small change to the way Facebook’s page access tokens work. Rather than direct invalidation of those tokens, the change meant that those tokens’ scopes were reduced, and that change was not detectable on Zendesk’s end. As a result, the “reauthorize” button that’s in the product did not show up as would normally be the case when a token is invalidated.
To resolve this incident, our team quickly developed a workaround that would allow that reauthorization button to appear even in events such as this one.
To prevent this issue from occurring in the future, our team is implementing a way to perform a more thorough detection of third-party token invalidation, such as by adding additional queries to check for token permission scopes.
FOR MORE INFORMATION
For current system status information about your Zendesk, check out our system status page. During an incident, you can also receive status updates by following @ZendeskOps on Twitter. The summary of our post-mortem investigation is usually posted here a few days after the incident has ended. If you have additional questions about this incident, please log a ticket with us.