Resolved after 2 days, on October 7, 2025.
**What happened:** A compatibility change in Zendesk’s Agent Workspace exposed a latent issue in our app’s save flow. One code path didn’t return an explicit result and we also relied on a deprecated event. In this combination, Zendesk kept waiting and the save timed out. **What we fixed:** We immediately reached out to Zendesk and, together, pinpointed a compatibility change in Agent Workspace that caused the timeouts. We shipped a fix the same day and verified it in Agent Workspace and the classic UI. We'll make sure this won't happen again.
Update timeline
- identified Oct 07, 2025, 10:17 AM UTC
We’re currently experiencing timeouts in the ZenDesk Native App, which prevents replies from being sent. Our team is investigating the issue and working to restore normal functionality as soon as possible.
- identified Oct 07, 2025, 12:06 PM UTC
We’re currently experiencing timeouts in the ZenDesk Native App, which prevents replies from being sent. Our team is investigating the issue and working to restore normal functionality as soon as possible. Temporarily disable the AppFollow Zendesk App as a workaround.
- monitoring Oct 08, 2025, 12:44 PM UTC
The issue causing timeouts in the ZenDesk Native App has been resolved. A fix has been applied, and functionality is restored. We continue to investigate the root cause and will share a post-mortem once the analysis is complete.
- resolved Oct 09, 2025, 10:28 AM UTC
What happened: A compatibility change in Zendesk’s Agent Workspace exposed a latent issue in our app’s save flow. One code path didn’t return an explicit result and we also relied on a deprecated event. In this combination, Zendesk kept waiting and the save timed out. What we fixed: We immediately reached out to Zendesk and, together, pinpointed a compatibility change in Agent Workspace that caused the timeouts. We shipped a fix the same day and verified it in Agent Workspace and the classic UI. We'll make sure this won't happen again.
- postmortem Oct 09, 2025, 10:28 AM UTC
**What happened:** A compatibility change in Zendesk’s Agent Workspace exposed a latent issue in our app’s save flow. One code path didn’t return an explicit result and we also relied on a deprecated event. In this combination, Zendesk kept waiting and the save timed out. **What we fixed:** We immediately reached out to Zendesk and, together, pinpointed a compatibility change in Agent Workspace that caused the timeouts. We shipped a fix the same day and verified it in Agent Workspace and the classic UI. We'll make sure this won't happen again.
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