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Joe

Joined Oct 26, 2021

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Last activity Feb 29, 2024

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ACTIVITY OVERVIEW

Latest activity by Joe

Joe created an article,

ArticleService notifications

Summary

From February 22, 2024 at 23:07 UTC until February 29, 2024 at 21:23 UTC, Zendesk Support customers using the beta Organization Merge feature may have experienced unexpected changes in some closed Support tickets. The feature was re-enabled for beta participants on March 19, 2024.

Timeline

Feb 29 - 21:45 UTC | 13:45 PT
Due to a recently introduced software defect that has caused some closed tickets to be unintentionally be updated, we have temporarily disabled the merge organization (beta) feature. We will provide an update once we're able to identify the root cause and fix the underlying issue, until then the merge organization feature will remain disabled indefinitely.

Mar 19 - 00:53 UTC | 17:53 PT
We are happy to report that the issue with closed ticket updates is now resolved. In addition, we have re-enabled the merge organization (beta) feature earlier today. We sincerely apologize for the inconvenience of this issue and for the extended resolution time. Thank you.

Root Cause Analysis

This incident was caused by a bug in the Organization Merge feature causing incorrect handling of closed ticket updates.

Resolution

To fix this issue, our team disabled the feature to prevent additional erroneous updates to closed tickets and fixed the underlying bug that caused the original issue.

Remediation Items

  1. Implement additional system tests to verify closed ticket update use cases [Scheduled]
  2. Implement smoke tests to verify closed ticket update workflows are working as expected [Scheduled]
  3. Investigate killswitch for modifying closed tickets flow [Scheduled]
  4. Refine closed ticket update mechanism to only allow specific use cases [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.

Edited Mar 26, 2024 · Joe

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Joe created an article,

ArticleService notifications

SUMMARY

On February 26, 2024 from 17:50 UTC to 20:52 UTC, a small subset of customers on Pod 29 experienced an issue that led to ticket emails to fail to be processed.

Timeline

18:24 UTC | 10:24 PT
We are investigating an issue that is impacting a subset of customers on Pod 29, causing access issues and preventing use of the product. We will provide further updates soon.

18:38 UTC | 10:38 PT
We have confirmed an issue impacting a subset of customers on Pod 29, causing green screen access errors and preventing use of all products. We will continue to provide updates as the investigation progresses.

19:03 UTC | 11:03 PT
Our team continues to investigate an issue impacting a subset of customers on Pod 29, causing green screen errors and preventing access to all products. We will post any new information as soon as we find it.

19:44 UTC | 11:44 PT
Our team is still working towards a root cause for the issue impacting a subset of customers on Pod 29, causing access issues and green screen errors. Further updates will be posted as we learn more.

20:25 UTC | 12:25 PT
Our engineers are continuing to work with our cloud service provider to identity root cause and work towards recovery. Next update will be posted in 1 hour or as soon as we have new information.

21:10 UTC | 13:10 PT
We are now seeing recovery and will continue to monitor performance until the issue is fully resolved. Next update when the issue is fully resolved.

22:26 UTC | 14:26 PT
We're happy to report that the issue is now fully resolved. Please let us know if you continue to experience issues.

POST-MORTEM

Root Cause Analysis

A defect in a particular feature of the database storage system caused the cluster to go offline. 

Resolution

The problem was rectified by turning off the malfunctioning feature, after which the storage system regained its normal operational state.

Remediation Items

  1. Set up additional alerts. [Scheduled]
  2. Increaser retry window in case of failures. [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.

Edited Mar 25, 2024 · Joe

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Joe created an article,

ArticleService notifications

SUMMARY

On January 8, 2024 from 17:38 to 17:56 UTC, Support customers on Pods 13 and 20 may have experienced latency, delays, and green screen errors when attempting to load Support and/or tickets.

Timeline

18:07 UTC | 10:07 PT

We are investigating reports of slowness and delays in Pods 13 and 20. We will provide additional updates soon.

18:19 UTC | 10:19 PT

We have confirmed an issue causing latency, delays, errors, and in some cases inability to log in for customers on Pods 13 and 20, and our team is investigating. We will continue to provide updates as we learn more.

18:29 UTC | 10:29 PT

We are working with our content delivery network (CDN) provider to mitigate the latency, delays, and errors seen by customers on Pods 13 and 20. We will provide any new information as the investigation progresses.

18:44 UTC | 10:44 PT

We have re-routed much of the traffic to Pods 13 and 20, and the rate of errors has reduced significantly. We have mitigated the immediate impact and are continuing work with our CDN provider to begin recovery. Please let us know if you continue to experience any issues.

19:22 UTC | 11:22 PT

Our CDN provider has implemented a fix for the issue causing latency, delays, and errors for customers on Pods 13 and 20, and we are monitoring the results. Please let us know if you experience any resurgence of delays or related issues.

19:40 UTC | 11:40 PT

The fix implemented by our CDN provider has proven to be effective and the issue causing latency, delays, and errors for customers on Pods 13 and 20 has been resolved. Thank you for your patience during our investigation.

 

POST-MORTEM

Root Cause Analysis

This incident was caused by our content delivery network (CDN) provider experiencing network congestion across multiple locations in the US.

Resolution

To fix this issue, we failed over to a backup until our CDN provider was able to implement a fix for the congestion.

Remediation Items

  1. Investigate automatic failover response mechanism to ensure that it activates in all geo-locations experiencing similar issues.
  2. Explore potential adjustments to error thresholds for automatic failover response.

 

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 · Joe

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Joe created an article,

ArticleHelp with apps and integrations

Issue symptoms

While attempting to sync data with the Zendesk for Salesforce integration, I’m seeing one of these error messages: Unable to update PushTopic or Unable to read PushTopic. PushTopic

Resolutions steps

In Zendesk, push topics are used only for the following data syncing:

  • Account > Organizations
  • Contacts/Leads > Users

Your Salesforce instance could be using push topics for other integrations other than Zendesk as well.

For more information, see these articles:

Edited Dec 08, 2023 · Joe

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Joe created an article,

ArticleService notifications

SUMMARY

On November 29, 2023 from 21:16 UTC to 22:24 UTC, Zendesk Support customers across multiple pods experienced issues with the Customer Context Panel displaying the “No users found” error, which may have also impacted the ability to add CCs to tickets. 

Timeline

22:48 UTC | 14:48 PT
We identified and resolved an issue accessing the Customer Context panel. Customers may have had issues between 21:16 UTC and 22:24. We apologize for the inconvenience this caused.

23:27 UTC | 15:27 PT
It has come to our attention that the issue impacting the customer context panel also impacted adding CC's to tickets. The impacting change has been rolled back and both issues are now fixed.

POST-MORTEM

Root Cause Analysis

This incident was caused by an escaped defect that was missed in the testing process.  A new feature was rolled out where a modal would appear upon ticket submission depending on certain conditions being fulfilled.  The defect resulted in the modal loading erroneously in some scenarios, affecting the Customer Context Panel and CCs.

Resolution

In order to address the issue at hand, we implemented a rollback to a previous, stable version of the deployed software. Following this course of action, we observed a successful recovery.

Remediation Items

  1. Adding a test to cover the customer context scenario for this feature [Done]

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 Dec 07, 2023 · Joe

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Joe commented,

CommentIntégration Salesforce
Hello,

Our SFDC sync integration works:
Accounts --> Orgs
Contacts --> Users

So yes your Personal Accounts will sync as Orgs not users.

You could have a workflow in SFDC that also makes them as Contacts and then they will sync from there to create Users in Zendesk.
If you have more questions please open a ticket with support.

View comment · Posted May 02, 2023 · Joe

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Joe commented,

CommentTicket management
Hi Carmel,

In regards to tracking between shared time and FRT.
I think you could:
  • Create a trigger that has condition of: "Channel is Ticket Sharing" which adds a tag (shared_ticket or what ever you wish to call it)
  • Then set your FRT SLA to have a condition of "Contains tag shared_ticket" to run.
  • You can then just use your SLA report in Explore.
 
You might need to have two FRT SLAs, one for shared and one for non-shared tickets.
Specifying the tag "shared_ticket" during reporting should help you see the difference between tickets, shared vs not shared.
 
If you have more detailed questions start a support ticket with us so we can provide more help.
 
 

View comment · Posted Sep 05, 2022 · Joe

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Joe commented,

Community comment Q&A - Help center and community
Hi Kimber,
 
After review in our test account it does look like adding brackets has any negative effect on search.
This format of "[Keyword] Product" is okay to use if you would like to help Titles of articles stand out from each other on the same subject such as "Social Settings".

View comment · Posted Feb 08, 2022 · Joe

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Joe commented,

CommentEnd-user guide for Help Center
Hello Andrew,
 
Requesters can view the name of the agent, but agents can set an Alias:
https://support.zendesk.com/hc/en-us/articles/4408893352986-Adding-a-team-member-alias

This will change what clients view of Agents name.

Please let me know if you have other questions.

View comment · Posted Oct 29, 2021 · Joe

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