On April 11, 2022 from 5:00 UTC to 13:16 UTC, customers with social messaging channels saw AnswerBot enabled when they had not enabled the functionality themselves. As a result, end users were unable to reach agents because the bot was active when it should not have been.
12:13 UTC | 05:13 PT
We’re currently investigating reports of AnswerBot being online in Social Messaging Channels when it was not supposed to.
12:36 UTC | 05:36 PT
We continue to investigate reports of some customer accounts unable to disable AnswerBot Flow Builder support in Social Messaging Channels.
13:13 UTC | 06:13 PT
We continue working on finding the root cause of the issue where accounts aren’t able to disable AnswerBot Flow Builder support in Social Messaging Channels when they have not initially been manually activated. More information in 1h or when we have more details.
13:27 UTC | 06:27 PT
We have found the root cause and applied a fix to resolve the issue of AnswerBot Flow Builder support in Social Messaging Channels being inadvertently enabled into some accounts. Please refresh your browser and reach out if you’re still having the problem.
14:20 UTC | 07:20 PT
We’re happy to report that the issues impacting AnswerBot Flow Builder support in Social Messaging Channels being inadvertently enabled into some accounts have been resolved. Thank you for your patience!
Root Cause Analysis
This incident was caused by an unexpected interaction introduced by an update to the Flow Director functionality.
To fix this issue, the update was rolled back.
- Improve existing and add additional testing scenarios to account for a wider range of use cases.
- Improve monitoring and logging to provide better visibility for diagnosing similar issues more quickly.
FOR MORE INFORMATION
For current system status information about your Zendesk, check out our system status page. 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 via ZBot Messaging within the Widget.