On October 11, 2021 from 12:09 UTC a subset of our Sell customers that had EAP of unified email template enabled, experienced an issue sending email attachments via bulk update where those were not sent with the emails. From October 14th, this behaviour started to impact all of our Sell customers, until the issue was resolved on the 15th of October at 12:04 UTC.
12:22 UTC | 05:22 PT
We are happy to reports the issues with attachments not being sent for bulk updates in Zendesk Sell has now been resolved. We apologise for the inconvenience!
10:58 UTC | 03:58 PT
Update from previous message: The Sell team has found an issue regarding emails sent out via bulk update not receiving the attachments since Oct 14, 07:38 UTC. They have identified the root cause and are actively working on a fix. We will update you when we have more details.
Root Cause Analysis
This incident was caused by an update to our email templates for Sell, causing the incorrect procession of emails, without generating any errors that could be caught by our monitoring beforehand.
Our developers reviewed the reason for the failures and amended the template to address this to fix this issue. Once this has been completed, attachments were correctly sent as normal on all new bulk emails sent by our customers. No attachments were resent from previous email’s updates.
- Our developer team has committed to creating more thorough internal documentation on bulk email behaviour.
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.