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Gabriele F.

Joined Oct 16, 2021

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Last activity Oct 16, 2024

Zendesk Customer Care

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ACTIVITY OVERVIEW

Latest activity by Gabriele F.

Gabriele F. created an article,

ArticleService notifications

Summary

On October 16, 2024 from 06:24 UTC to 14:52 UTC, some Zendesk customers on Pod 29 experienced inbound email processing delays leading to delayed ticket creation and ticket updates in Support.

Timeline

October 16, 2024 12:35 PM UTC | October 16, 2024 05:35 AM PT
Our teams are investigating a delay in email processing which is impacting Zendesk accounts on pod29. We will provide more information as it is available.

October 16, 2024 01:27 PM UTC | October 16, 2024 06:27 AM PT
We are actively working to resolve the service incident that is causing delays in email functionality. We will provide further updates as more information becomes available.

October 16, 2024 01:45 PM UTC | October 16, 2024 06:45 AM PT
We have observed some improvements in our logs concerning the service disruption affecting email delivery. After further investigation we believe these delays only impacted inbound emails. We are still investigating the issue and will provide an update as soon as we have confirmation.

October 16, 2024 02:06 PM UTC | October 16, 2024 07:06 AM PT
We are happy to report that email delays for inbound emails on Pod29 is now solved. Thank you for your patience. We will publish a post-mortem on these events as soon as it is completed.

Root Cause Analysis

This incident was primarily caused by a memory capacity issue in our backend search services. The email delays were exacerbated by a secondary issue introduced by our initial fix that sought to resolve the root cause in the search service. This secondary issue halted email processing for 30-60 minutes before our team fully identified the issues.

Resolution

To fix this issue, our team identified two changes that caused the primary and secondary issues in this incident and rolled back both changes to previous working version of our software.

Remediation Items

  1. Increase sensitivity of existing monitors for quicker alerting [Scheduled]
  2. Set up additional monitoring for search service [Scheduled]
  3. Rebalance search service resources to account for new features [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, contact Zendesk customer support.

Edited Nov 01, 2024 · Gabriele F.

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Gabriele F. created an article,

ArticleService notifications

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

  1. Improve testing scenarios when updating Play Mode functionality.
  2. 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.

Edited Feb 20, 2024 · Gabriele F.

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Gabriele F. commented,

Community comment Q&A - Apps and integrations
Hi Jennifer,
I’ll try to reply to your questions in order:

1) This is an expected behaviour. When you add fields into the Zendesk + Jira integration, these will not load until the Jira issue is viewed. This has to do with when the Zendesk app loads in Jira and the fields are updated. It may appear to be only on certain tickets because it depend if you’re the first to view the ticket after a new Zendesk ticket is linked

2) Make sure these new fields are added and available to these project and to any screens you want to see them on. You will need to adjust these setup in Jira, as this process is not automatic. Please check this article for further information on how to add fields to projects: Linked tickets reporting

View comment · Posted Mar 01, 2022 · Gabriele F.

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Gabriele F. commented,

Community comment Q&A - AI and automation
Hi Rich!

Thanks for your reply. Glad this was helpful!
If you need further assistance don't hesitate to reach us again and I'll be happy to help you further.
Have a nice day!

Kind regards,

View comment · Posted Oct 29, 2021 · Gabriele F.

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Gabriele F. commented,

Community comment Q&A - AI and automation
Hi Rich!
As you can see from this article Optimizing your articles for Answer bot, you don't have to add "How can I...? How do I...? What is...?" directly into the title of your articles. Instead, you should always think about the possible question that your customer could use, for example "How I can reset my password?" and start your article title with "Reset a password" or "Resetting a password", this is the correct way to create relevant article title for your Answer bot. Please note also that the answer bot will check the first 75 words of your article; it's recommended to mention in these words the main topic of the article with the correct keywords. To follow my previous example a good starting text could be set like this : "Sometimes you will need to reset your password in your account for security reason. In order to reset your password you can browse to...." 

Kind regards,

View comment · Posted Oct 26, 2021 · Gabriele F.

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Gabriele F. commented,

CommentTicket basics
Hi Elza!
as you can see from the article description, there's two option for let the CC replies becoming public. Once the "third-party" has been added as CC they will receive all the notification when there's a public replies inside the ticket, done by requester, assignee and a CC. This will happen when you've enabled the CC on your ticket settings you can find in Support > Admin > Settings > Tickets ( please check the screenshot attached)

When a CC replies inside the ticket, the comment will be added as public if the requester is on the reply otherwise, if the requester is not on the reply, you can enable the option to allow the CC replies to become public comments ( see second screenshot attached) but please be aware of the message showed as this is not recommended. 

Finally, you will need to check if you create custom modification to the default trigger that is sending notification to requester and CC. If you don't modify this default trigger, your CC will get notified every time there's a public comment inside the ticket. The trigger name is "Notify requester and CCs of comment update"

Kind regards,

 

View comment · Posted Oct 26, 2021 · Gabriele F.

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Gabriele F. commented,

Community comment Q&A - Chat, messaging, and widgets

Great! Glad this is sorted out!

Kind regards,

Gabriele | Customer Advocate | EMEA
support@zendesk.com

View comment · Posted Oct 08, 2021 · Gabriele F.

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Gabriele F. commented,

Community comment Q&A - Chat, messaging, and widgets

Hi Joan!

If the key is actually in that snippet.js URL parameter, that seems unlikely. You can copy the script tag from the admin settings to page's document head and then add the async attribute to it.

This will ensure two important things:

1) You got the correct key
2) The ze-snippet ID is present

Hope this will help!

Kind regards.

Gabriele | Customer Advocate | EMEA
support@zendesk.com

View comment · Posted Oct 08, 2021 · Gabriele F.

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