Ticket not saved: A change was made to this ticket as your update was being saved

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19 Comments

  • Matt Flowitt

    I'm not certain as to how I'm supposed to determine what was updating at the same time as I was trying to update the ticket? Can you please provide more detail in terms of the resolution? This appears to happen most often when updating phone calls after completion. Could this relate to the addition of the call recording? This appears to be the only event between the ticket creation (when the call is accepted) and when the agent goes to update the ticket. 

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  • Nicole S.
    Zendesk Community Team

    Hey Matt - 

    Try going through the steps outlined in this document: 

    Viewing all events of a ticket

    Let us know if that does the trick or if you have additional questions. 

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  • Matt Flowitt

    Hi Nicole, yes, I have already reviewed said article. Unfortunately, it doesn't really address my question. How would I understand what is updating at the same time as I am as the article suggests? It tells me to look for what was updating at the same time as the solution but neither this nor the other article as far as I can tell addresses how I'd know what was updating at the same time.

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  • Jessie Schutz
    Zendesk team member

    Hey Matt! Sorry for the confusion!

    When you look at the events on your ticket, each update has a time stamp. You should be able to use that to identify the update that was made to the ticket at the same time that you submitted your own update.

    Let us know if you need more help!

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  • Christopher Snyder

    So when this happens, the email disappears? I had this happen with a very lengthy, detailed email to a client and now I can not find the email. Did it send? (nothing in resolved ticket) Is it saved somewhere? Do i need to retype the entire email again?????

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Christopher Snyder,

    Sorry to hear you ran into this error that resulted in your whole e-mail being lost. Sadly yes, you will need to rewrite the e-mail draft you were working on if that wasn't something you had saved somewhere else.

    Best regards. 

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  • Spencer Kovacevich

    Currently having this problem with an agent on my account. We have made no changes to ZD, it just randomly started happening. Confused on the two steps to resolve:

    If you continually experience this issue, wait 10 seconds before submitting your update again. If you continually experience this issue: 

    1. Check your ticket events log to see what updated the ticket at the same time as the agent.
    2. Disable the app or business rule responsible for this entry.
     
    The error message is specifically telling us that the ticket is NOT saved, so when I look into the events of the ticket, there is nothing there to determine what is causing the issue. How can we address this if the two steps do not appear to apply to solving this issue? 
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  • Brett Bowser
    Zendesk Community Team

    Hey Spencer,

    Does this issue only occur for one agent on the account? Can you have them test from a private browser window to see if there are any browser extensions causing this issue?

    Let me know!

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  • Au Finh Saechao

    Spencer Kovacevich Brett Bowser we have a client that's also experiencing a similar issue in their Zendesk account. They have made no changes to their business rules/settings, and about 10-20% of their tickets are not saving due to a conflict.

    Are there latency issues for some accounts that may be causing the conflicts?

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  • Devan - Community Manager
    Zendesk Community Team

    Hello Au Finh Saechao,

    From what you've described, it sounds like an app (Chrome-based or through Zendesk) might be causing this issue. I would recommend starting by eliminating any apps working in the background and seeing if this issue persists.

    Best regards. 

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  • shaaarfiki dmitriev

    Welcome all! Our organization also has problems with this error on all operator accounts. Disabling browser plugins and changing browser doesn't help. This error appeared six months ago and communication with the support did not lead to anything.

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  • Heather Rommel
    Community Moderator

    This is a very strange report indeed. @shaaarfiki dmitriev are your agents all having this issue when they use a different browser? How about incognito/private mode?

    Is it consistently  happening to all agents in all locations?

    Thanks,

    Heather

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  • Dan Cooper
    Community Moderator

    It would be good to hear the workflow where this happens.  Are the agents cycling through tickets quickly (clicking next and running macros rapidly)?  Are there apps that are installed in Zendesk that are expected to make changes that pull data from other systems or may take some time to complete?  Are there API calls being made via targets that might not have applied or could be conflicting?  

    These are use cases I’ve seen where I’ve run into conflicts in saves.  Someone is moving faster than our apps can keep up with, or there are just a lot of changes being applied at once.  I believe you can append ?no_apps to the end of your Zendesk ticket url to disable all Zendesk apps to test and see if it’s related to apps or not. 

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  • Marc Ramaekers

    I have this problems, but all the suggested causes are not applicable. 

    I have this almost every morning, but only 1 time. A reload up front doesn't help. After getting this error I retry to save and it works fine. Also after the first time it doesn't happen for the rest of the day. 

    How's that? I am open to suggestions that it can be something else than ZD, but what?

    I turn my workstation off every evening and I don't run any applications in the morning up front. Neither do I use chat or another communication application in relation to ZD. 

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  • Brett Bowser
    Zendesk Community Team

    Hey Marc,

    Do you have any browser extensions enabled that could be causing issues? I'm curious to know if this issue occurs if you try accessing your Zendesk account from an Incognito/Private window right away to see if you can replicate this.

    Odds are that this is browser related so it may even be worth uninstalling and re-installing whatever browser you use. Or testing from another browser to see if the issue occurs.

    Keep us posted!

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  • shaaarfiki dmitriev

    Heather Rommel

    I tried to work in all browsers (Chrome, Yandex, Opera, Mozilla, Edge, etc.) incognito Mode also does not solve the problem, errors appear randomly in different tickets, there is no pattern. There are no extensions in the browser. We have an automatic ticket distribution system, but when it was installed, there was no error, the error appeared around may 2020 after one of your planned updates. We talked to your support, but in the end they didn't help us. Our domain ekapusta.com

     

     

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  • Marc Ramaekers

    @Brett, 

     

    In reply to your question if I have an extension running that could cause the issue, I have to reply with a counter question; how would I know? Of course I have extensions running, but non directly related to Zendesk. And I may hope that Zendesk isn't that sensitive that it encounters issues from any extension. 

    As the testing suggested is time consuming as for each test I need to restart my laptop. Therefore I first wanted to check if this is a known issue or not. From this I assume that it is not and as soon as I have time, I will look into the extensive testing. See when I can reproduce this and when I cannot. 

    I'll keep you informed. 

    Regards, 

    Marc

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  • shaaarfiki dmitriev

    Excuse me, but is it possible to answer more actively in this thread? The error is massive and for some reason no one is in a hurry to help with its solution.

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  • Nicole S.
    Zendesk Community Team

    shaaarfiki dmitriev - Heather is not a Zendesk employee. Community Moderators are other end-users with a high level of Zendesk knowledge who assist other members. You can tell Zendesk employees as we have the little "person" icon on our photos and our title tags say "Zendesk" at the beginning of the title.

    Marc Ramaekers - browser extensions unrelated to Zendesk sometimes cause issues with these pop-ups. To determine if any of them are, the recommended troubleshooting steps are to disable all extensions and see if that fixes the issue. If it does, then we recommend turning them on one by one to determine which one is causing the issue. 

    This is a known issue, which is why article at the top of this thread was published to help users with all of the troubleshooting suggestions and known possible causes. While Zendesk does try to engineer for reliability, it's impossible to predict all possible implementations and impacts of all of the browser extensions that exist. 

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