On April 22, 2022 from 03:45 UTC to 13:23 UTC, customers using Zendesk Support were unable to highlight and copy the ticket ID in the user interface.
09:34 UTC | 02:34 PT
We are working on a fix for the issue in Support where the Ticket ID can’t be clicked, dragged or highlighted. Multiple Pods are affected. Workaround suggested is to click outside the Ticket ID box over to the right and drag it to the left to get the information needed.
13:04 UTC | 06:04 PT
We truly appreciate your patience with this matter. The fix for the issue regarding Support customers across multiple Pods being unable to click, drag and highlight Ticket ID is taking longer than expected. As soon as we have a more concrete update, we’ll share information.
13:32 UTC | 06:32 PT
We are happy to confirm we have deployed a fix to resolve the issue causing customers to be unable to click, drag or highlight Ticket IDs in the Support UI. We suggest a browser refresh to see this change taken into effect. Thank you!
Root Cause Analysis
This incident was caused by an escaped defect in the deployed version of the software.
To fix this issue, we rolled back the version with the defect, and had customer confirmation this issue was resolved.
- Testing the highlight feature before rolling out the new version [In progress]
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.