Service Incident - June 2nd, 2020 - Google Play Integration duplicate comments

SUMMARY

03:29 UTC | 20:29 PT
We have resolved the issue with our Google Play integration that was displaying duplicate responses in the agent interface. Please reach out if you continue to see issues.

13:25 UTC | 06:25 PT
We’re continuing to investigate the root cause of duplicate comments appearing in the agent interface when using the Google Play integration. We will continue to provide updates once we have additional information.

12:06 UTC | 05:06 PT
We are aware of an issue with our Google Play integration that is displaying duplicate responses in the agent interface once a ticket is updated with a public comment. We are currently working to understand the cause of this and will keep you updated as we find out more.

POST-MORTEM

During this incident, customers using the Google Play Integration (GPI) with Support experienced a duplication of agents comments in the Support ticket. The duplicate comment issue was caused by an escaped defect with the GPI service side that caused the comments created by Support agents and posted to the Google Play Store environment be re-imported to support when Channels Framework polls for new reviews. The support ticked ends up with an extra comment from the agent (often the user identity is different because the comment is coming from the Google Play store) with the same text. The issue was fixed by adding a filter that allowed only developer messages to be submitted.

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.