On September 21, 2022 from 18:41 to 19:56 UTC, a small subset of Zendesk Support customers across multiple pods may have experienced some Messaging tickets not displaying intermittently.
20:13 UTC | 13:13 PT
From 18:41 to 19:56 UTC, Support agents experienced issues with messaging tickets not displaying intermittently. We have rolled back a change and the issue is now fully resolved please refresh your Support web browser.
Root Cause Analysis
As part of a code migration, a specific version of code deployed affected some messaging tickets with an active conversation.
To fix this issue, we performed a rollback to the previous version, and had confirmation of recovery.
- This was deemed a non-critical code change, and the migration has been cancelled. As such, no remediation items are needed.
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.
Post-mortem published September 28, 2022.
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