SUMMARY
From October 12 6:20AM-10:18AM UTC, Support customers who attempted to perform searches using search filters beyond status, ticket type, tags, assignee, brand, updated date, order by or sort would have been unable to use those searches. If the search was performed in the toolbar search, the user would have seen empty results without any error in the console, but if the user performed the search via the advanced search box (in the search workspace), then the user would still have seen no results, but an error would have been visible in the console.
Timeline
09:29 UTC | 02:29 PT
We are aware of an issue regarding the Advanced Search in Support where some customers are getting incorrect or no results. Investigation is underway.
09:57 UTC | 02:57 PT
Our team continues to investigate the root cause for the Advanced Search issue in Support where some customers are getting incorrect or no results. We shall share more details once available. Thanks for your patience.
10:29 UTC | 03:29 PT
Our Engineering team has deployed a fix and the issue should be resolved now. So could you log out and log back in your account and let us know if the Advanced Search in Support is working again?
10:53 UTC | 03:53 PT
We’re happy to report that the issues impacting the Advanced Search in Support have been resolved.
POST-MORTEM
Root Cause Analysis
This incident was caused by a code change meant to improve reliability and maintainability.
Resolution
Once the issue was identified, the offending code was rolled back and the search service functionality was restored to normal.
Remediation Items
- Update search filter logic to properly handle filters not defined in the UI
- Update Search unit tests to cover certain search filters that are not accessible in the filter UI
- Improve alerting for this type of issue
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.