On January 6, 2023 from 07:03 UTC to 10:22 UTC, Support customers across All Pods, using both Agent Workspace and Standard Agent Interface, may have experienced UI degradation when editing tickets, where the CCs and followers fields were garbled on top of other fields, making them unusable.
10:11 UTC | 02:11 PT
We are aware of reports of the CC’s and follower fields not displaying properly when composing an email reply in Support on both Agent Workspace and Standard Agent Interface across multiple pods. Investigation is underway. We will follow up with another update once we learn more.
10:27 UTC | 02:27 PT
We are happy to report that the issue with the CC field and follower field not displaying correctly in Support across multiple pods has now been resolved. Please make sure to refresh your page. We apologise for any inconveniences caused.
Root Cause Analysis
This incident was caused by a product rollout intended to improve the CCs experience that could be used by screen readers. Unfortunately, it transitioned a few components in the CC onto standard components in a way that was not compatible with other parts of the frontend code.
To fix this issue, we rolled back the code to a working version, reaching stability and full functionality for customers. We then worked on a follow-up deployment to revert the root cause code merge to further prevent the bug from being re-introduced in a subsequent deployment of the Support frontend.
- Add smoke tests to ensure that CCs and Followers can be modified without issues.
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.
Postmortem published January 20, 2023.
Article is closed for comments.