On September 21, 2022 from 05:14 UTC to 08:44 UTC, Zendesk customers on multiple pods using Chat and Messaging in Agent Workspace may have experienced no notification sounds when engaging with the products.
09:15 UTC | 02:15 PT
From 05:14 UTC to 08:44 UTC some customers might have experienced no notification sounds for Chat and Messaging in Agent Workspace across multiple pods. This issue has now been resolved, please refresh your browser window. We apologise for any inconvenience.
Root Cause Analysis
This incident was caused by a deployed version containing an escaped defect, resulting in Chat sound notifications not to be triggered.
To fix this issue, we performed a software rollback, and started having confirmation of recovery. We continued to monitor until the rollback was complete, and full recovery was observed.
- Set up automation tests to ensure chat notifications are working periodically [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.