SUMMARY
On June 2, 2022 from 03:01 UTC to 12:39 UTC, new customers signing up for Zendesk accounts did not receive the initial welcome email with the personal validation link to enable them to login to their newly created accounts.
Timeline
10:40 UTC | 03:40 PT
We are aware of some new customers across multiple Pods that are unable to receive the “Welcome to Zendesk: Verify your email” initial message in order to be able to login to their accounts. [1/2]
10:41 UTC | 03:41 PT
Please follow the instructions listed here https://support.zendesk.com/hc/en-us/articles/4408839057562-How-can-I-resend-a-verification-email-to-set-up-my-Zendesk-login- in order to get access to that email and your account. We appreciate your patience while we fix this. [2/2]
12:07 UTC | 05:07 PT
Our team is currently waiting for the fix of this issue to be deployed across all Pods in Zendesk. Thanks again for your ongoing patience. Next update in 1h or when we have more details.
13:02 UTC | 06:02 PT
We’re happy to report that the deploy to fix the issue with new customers unable to receive the Welcome Verification email has been successfully applied to All Pods and this has been fully resolved. Thank you!
POST-MORTEM
Root Cause Analysis
This incident was caused by a deployment that contained a code defect.
Resolution
To fix this issue, a code fix was deployed. We continued to monitor until deployment was completed, and confirmed that the issue was resolved.
Remediation Items
- Create new alerts for early identification of failures [Scheduled]
- Update test scripts to include such scenarios [Scheduled]
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.