SUMMARY
Between 19:51 UTC on January 23, 2024, and 17:50 UTC on January 24, 2024, Support customers not using Agent Workspace experienced difficulty applying macros, and in some cases observed text from previous tickets carrying over to the next ticket when using Play Mode.
Timeline
15:28 UTC | 07:28 PT
We are currently investigating reports of macros not applying properly on ticket when using the Play mode and the comment from the previous ticket carrying over to the next. This also includes placeholders and other information that was populated on the previous ticket. This is affecting accounts on all pods with Agent Workspace disabled. We will provide another update shortly.
15:50 UTC | 07:50 PT
We are continuing to investigate the issue with applying macros in Play mode for non Agent Workspace accounts across all Pods. Currently we don’t have any further information to share, but we will provide another update in 30 mins or when we have another update to share.
17:15 UTC | 09:15 PT
After rolling out a fix, we are no longer seeing any impact to macro application in Play mode for non Agent Workspace accounts, and as such this incident is now resolved. Users may need to refresh their browser in order to pick up the fix. Thank you for your patience during our investigation.
POST-MORTEM
Root Cause Analysis
This incident was caused by an unexpected bug introduced when releasing an update for non-Agent Workspace accounts in Play Mode.
Resolution
To fix this issue, the update was reverted until a fix could be applied.
Remediation Items
- Improve testing scenarios when updating Play Mode functionality.
- Revisit runbooks for similar reverts to ensure smoother recovery.
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.