Resolution of Zendesk 2FA SMS Issue - December 2023
How was the Zendesk 2FA SMS issue resolved?
The Zendesk 2FA SMS issue was resolved by updating the certificate used by the service partner's API. Once the updated certificate was deployed, the API calls for sending SMS messages were successful again. This fix was tested and implemented across all Pods, restoring the functionality of two-factor authentication via SMS.
More related questions
What caused the Zendesk 2FA SMS issue on December 11, 2023?
The Zendesk 2FA SMS issue on December 11, 2023, was caused by a certificate rotation exercise. During this exercise, a service partner's API certificate was updated, which inadvertently prevented Zendesk from sending SMS messages for two-factor…
What temporary solutions were available during the Zendesk 2FA SMS outage?
During the Zendesk 2FA SMS outage, users were advised to use authenticator apps as a temporary solution. Admins could also disable native 2FA for all agents or switch to using an authenticator app to bypass the issue. These workarounds allowed…
What steps is Zendesk taking to prevent future 2FA SMS issues?
To prevent future 2FA SMS issues, Zendesk is implementing several remediation items. These include adding an alert for 2FA SMS worker failures and enhancing logging for better visibility on affected accounts. These measures aim to improve the…
When was the Zendesk 2FA SMS issue resolved?
The Zendesk 2FA SMS issue was resolved on December 12, 2023, at 01:59 UTC. A solution was successfully tested and implemented across all Pods, and confirmations were received that 2FA codes were being sent as expected.
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
