SUMMARY
20:29 UTC | 13:29 PT
We have resolved the issue affecting Side Conversations, and they are now loading as expected.
13:23 UTC | 06:23 PT
We are currently working to resolve a service incident with Side Conversations not loading all messages for some customers. We will provide an update when further information is available.
13:03 UTC | 06:03 PT
We are receiving reports of Side Conversation not loading the full thread for some agents. Investigation is underway.
POST-MORTEM
During this incident, the link to show all replies within a collapsed Side Conversation thread did not render / display. This prevented expansion and visibility of ‘hidden’ content within long Side Conversation threads as the UI did not offer the option to expand collapsed threads, users would have seen truncated long threads without all thread replies visible.
This incident was caused by a code change intended to add a new channel type. In this case, a new thread event type was being produced. In order not have these event leak into the UI, some filtering was added. The filtering was too restrictive, causing “collapsed thread” events from being included in the thread UI, which in turn prevented agents from expanding collapsed threads. Once the issue was identified, the change was rolled back. In order to prevent this from happening again in the future, we will be adding additional testing for collapsible content in the Side conversations thread UI.
FOR MORE INFORMATION
For current system status information about your Zendesk, check out our system status page. During an incident, you can also receive status updates by following @ZendeskOps on Twitter. 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.