On September 12, 2019 from 19:35 UTC to 22:32 UTC, Support admins were unable to access the Admin >> Settings >> Account page.
23:07 UTC | 16:07 PT
We are happy to report that the loading issue accessing the Admin >> Settings >> Account page in Support is now resolved. If you're still experiencing the issue, please refresh your browser.
21:27 UTC | 14:27 PT
We are currently investigating an issue with customers being unable to load the Admin >> Settings >> Account page in Support. We will provide more information shortly.
Root Cause Analysis
A code deploy to clean-up some unused legacy code unintentionally removed a helper that is used to call the Admin Settings Account page. Once the issue was identified, the code was rolled back and the account page loaded normally.
- Rollback code change.
- Implement QA test case for the Account page code path.
- Implement alerting and monitoring for admin page load errors.
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.