17:48 UTC | 10:48 PT
We are continuing to process changes that were made prior to the fix. We should have all changes processed within 24 hrs. If you believe you’ve been impacted or experience further issues, please reach out at firstname.lastname@example.org.
16:42 UTC | 09:42 PT
We've resolved the issue that was blocking changes to self-service subscriptions and all changes should process correctly moving forward. We are working to process changes that were made prior to the fix and will update here when that is completed.
16:16 UTC | 09:16 PT
We are aware of issues with updating subscriptions for self-service billing customers and are working to resolve the issue. We will share another update as we have more information.
During this incident, Support self-service account provisioning was not updating properly, resulting in some customers being unable to access their upgraded Support plan or additional agents. The root cause was identified as an escaped code defect which caused the account changes to not sync and update properly. The code defect has since been fixed and affected customers have been backfilled to update their account subscriptions to the correct state. In order to prevent this from happening again in the future, we have deployed a code fix, added additional account billing validation safeguards and will be adding additional test coverage to our billing QA process.
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.