Between June 14, 2021 at 19:51 UTC and June 15, 2021 at 16:30 UTC, some Agent Workspace customers were unable to select the Email channel when switching from newly created Messaging/Chat tickets.
17:31 UTC | 10:31 PT
From 6/14 19:51 UTC to 6/15 16:30 UTC, some customers were unable to select Email when switching from Messaging/Chat tickets. We have deployed a fix and resolved this matter. Please let us know if you continue to experience any issues.
Root Cause Analysis
During a recent code deploy for Agent Workspace, a defect was introduced which caused issues when attempting to change to the Email channel in live or recently created Chat/Messaging tickets within Agent Workspace. Once the issue was identified, we rolled back the update.
- Rollback the update to address channel switching behavior.
- Include additional testing for the full range of Agent Workspace use cases.
- Investigate additional monitoring to catch errors in the future.
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.