Service Incident - May 1st, 2020 - Unable to add new Twitter handles

SUMMARY

02:04 UTC | 19:04 PT
We are happy to report that the issue impacting the ability to add a new Twitter handle is now resolved. Sorry for the inconvenience.

23:17 UTC | 16:17 PT
We are currently investigating an issue impacting all customers when trying to add a new Twitter handle. Any customers attempting to add a new Twitter handle will see an error message. We will share another update on this once a resolution has been reached.

POST-MORTEM

From May 1, 2020 04:36 UTC to May 2, 2020 02:00 UTC, Support customers were unable to add a new monitored Twitter handle to their account. The issue was caused by a code change that was part of a Rails 5 upgrade. Once the issue was identified, the change was rolled back and service restored to normal. In order to prevent this from happening again in the future, we’ve rolled back the change and will be investigating improvements to how we test and roll out similar code changes.

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.