Summary
From May 6, 2024 at 23:17 UTC until May 7, 2024 at 12:25 UTC, Zendesk Support customers experienced issues in the search feature for non-Admin agents.
Timeline
May 07, 2024 04:53 AM UTC | May 06, 2024 09:53 PM PT
We have received reports of search issues in Support on multiple pods. Our team is investigating at the highest priority. More to come.
May 07, 2024 05:29 AM UTC | May 06, 2024 10:29 PM PT
Our team continues to investigate the Support Search issue that is occurring on multiple pods. Thanks for your patience while we dig into this issue.
May 07, 2024 06:31 AM UTC | May 06, 2024 11:31 PM PT
Our engineers are investigating multiple paths to locate and resolve this issue. We will provide the next update in 60 mins or when we have more to share.
May 07, 2024 07:34 AM UTC | May 07, 2024 12:34 AM PT
The investigation into the issue affecting the Support Search feature across multiple pods has progressed, and we have identified the cause. Our team is actively working on a fix. The next update will be provided in a minimum of 2 hours or as soon as we have more information to share. We appreciate your continued patience.
May 07, 2024 09:30 AM UTC | May 07, 2024 02:30 AM PT
We are currently testing a fix for the issues that non-Admin agents are experiencing when using the Support Search option. We aim to deploy this fix once we have confirmed it works. An update will be provided once the deployment is complete.
May 07, 2024 12:03 PM UTC | May 07, 2024 05:03 AM PT
We are working on deploying the fix for this issue as soon as we can. Thank you for your ongoing patience.
May 07, 2024 12:32 PM UTC | May 07, 2024 05:32 AM PT
The fix for the issues that non-Admin agents were experiencing with the Support Search option has been deployed. We kindly ask you to refresh your browser page and/or clear your cache and cookies to ensure you are accessing the most updated version of the system.
May 07, 2024 01:19 PM UTC | May 07, 2024 06:19 AM PT
Having received positive confirmations from customers about the successful implementation of the fix, we are now marking this incident as fully resolved. Thank you again for your patience throughout this process.
Root Cause Analysis
This incident was caused by a bug introduced into Support through a routine code deployment. The new code was intended to simplify the way the search function filters for tickets that agents have access to. Some of the characters in the code were removed and thought to be redundant, however it turns out the code was significant, resulting in the issue experienced by non-Admin role agents in this incident.
Resolution
To fix this issue, our engineering team identified the faulty code change and reverted it.
Remediation Item
- Implement additional testing for group-restricted light agents.
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, contact Zendesk customer support.