SUMMARY
On November 30, 2023 from 13:46 UTC to 15:06 UTC, some Support customers when working on tickets would see a modal prompt with the message ‘Make ticket public’ prior to creating a private comment on the ticket. Tickets without a public reply would experience the composer automatically changing to public replies.
Timeline
14:44 UTC | 06:44 PT
We are currently investigating customer issue reports across multiple Pods using Support Omnichannel composer. The problem seems to be that at times when opening a ticket, the composer will switch from Public reply to Internal note and back to Public reply again in quick succession OR when selecting Internal note and then changing a ticket field, the composer will switch back to Public reply - please make sure to confirm before sending any messages. More updates in 60 min or when we have more details.
15:06 UTC | 07:06 PT
This issue with the Omnichannel composer seems to be only affecting a subset of customers using Apps that might interact with the composer. We have deployed a revert to the latest working version of the system and kindly ask you to clear cache and cookies and refresh your browser to see the latest update applied. Thank you for your ongoing patience.
15:25 UTC | 07:25 PT
We have received confirmation that the latest revert has put the Omnichannel composer back into a fully functional state for the affected customers. We will work on fixing the main issue before a new deployment and we consider this incident now resolved.
POST-MORTEM
Root Cause Analysis
This incident was caused by an escaped defect that was missed during the code review process where a piece of unrelated code was included in the deployment.
Resolution
To fix this issue, we rolled back the defective part of the code. Post code deployment testing confirmed that the issue had been resolved, as well as receiving customer feedback of recovery.
Remediation Items
- Expanded the testing process to cover more account configurations. [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.