SUMMARY
On February 15, 2023 from 05:17 UTC to 20:35 UTC, Zendesk Chat and Messaging customers may have experienced
- End-user emails were not populating correctly to their profiles after a conversation.
- Agents were unable to respond to customers via those tickets
- Duplicated profiles were created in some cases
Timeline
Feb 16 - 09:05 UTC | 01:05 PT
Between 05:17 [updated] and 20:35 UTC on February 15, 2023, Chat & Messaging customers may have seen an issue where end-user emails were not populating correctly to their profiles after a conversation, and in some cases creating duplicate profiles. Our engineering team has deployed a fix for the issue and the expected behaviour has been restored.
User profiles should be merged by customers directly as we would not be able to backfill email addresses for those users. To find the relevant user information, a quick search of ticket creation can be done, using the timestamps provided above.
We appreciate your patience and apologise for any issues caused.
POST-MORTEM
Root Cause Analysis
This incident was caused by a deployed code change that resulted in inadvertent impact for a large number of customers.
Resolution
To fix this issue, we redeployed the intended code through a feature gate to limit it to a smaller subset of customers.
Remediation Items
- Updating of the playbook to mitigate future recurrences of this scenario
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.