On January 21, 2021 from 08:30 UTC to 13:55 UTC, Zendesk Support customers using the LINE channel integration experienced missing file attachments in LINE conversations.
12:40 UTC | 04:40 PT
We are actively investigating reports of issues with attachments errors with the LINE integration for SunCo customers. More info to come.
13:29 UTC | 05:29 PT
We have identified the likely cause of the issue regarding LINE attachments for SunCo customers, and are working on solutions to fix it. We will provide more information as it is available.
14:05 UTC | 06:05 PT
We’re happy to report that a fix has been deployed for the issues impacting LINE attachments for SunCo customers and this should now be resolved. Thank you for your patience.
Root Cause Analysis
This incident was caused by a breaking API change. Due to lack of coverage on LINE breaking change notifications, our team was not alerted to make the relevant changes prior to this incident.
To fix this issue, our team rolled out a fix to comply with LINE’s breaking API change.
- Increase coverage of third-party breaking change notifications [Completed]
- Set up a service to watch third party channel sites for breaking changes [Scheduled]
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.