From November 24, 2020 at 23:03 UTC to November 26, 2020 at 12:04 UTC, Talk customers on Pod 18 may have experienced an issue when attempting to add additional Talk agents.
12:23 UTC | 04:23 PT
We’re happy to report that the issues resulting in errors when adding Talk agents have been resolved.
10:44 UTC | 02:44 PT
We have identified the issue that is causing the problem with adding Agents to Talk from the Admin Center and working towards resolution. We will share an update once we have additional information.
10:05 UTC | 02:05 PT
We are currently aware of an issue with adding Agents to Talk from the Admin Center. We are currently working to resolve this and will keep you updated as we find out more. Thank you for your patience and apologies for the inconvenience.
Root Cause Analysis
This incident was caused by a deployed change to our Seats validation logic, which was not working as expected for accounts where Support Agents were at max capacity. Talk roles incorrectly required an additional Support seat even though the agent already occupied a Support seat.
The change was reverted in production to correct the issue.
Teams are investigating new methods for quality and assurance testing to ensure all account and product states are accounted for before a change is deployed to production.
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.