Guide Content Issue - August 30, 2019 - Pods 12, 13, 15, 17, 18, 20, and 23

SUMMARY

On August 30, 2019, from 12:18 UTC to September 2, 23:47 UTC, a subset of Guide customers on Pods 12, 13, 15, 17, 18, 20, and 23 experienced an issue wherein public content from other Help Centers was showing within their own Help Center. This exposure of data was limited to unauthenticated, API public content.

Root cause Analysis

This incident was caused by a deployment containing a configuration error within our reverse proxy layer.

Resolution

To fix this issue, we rolled back the offending code deploy and cleared the reverse proxy cache. 

Remediation Items

1. We are updating our test cases to include the unique situation that caused this incident. 
2. We are updating our configuration comments regarding this configuration setting to warn our engineers and ensure we do not introduce this change again.
3. We have engaged our vendor to update their documentation to include more detail regarding this configuration.

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.