SUMMARY
On October 18, 2021 from 12:29 UTC to 13:05 UTC, customers using the Agent Workspace interface in Zendesk Support may have experienced chats not surfacing, as well as having ticket creation delays.
Timeline
13:29 UTC | 06:29 PT
Our developer team is working on an issue causing chats to not appear on the Agent Workspace interface for our customers on POD 18. We will provide further updates once available.
14:04 UTC | 07:04 PT
We are happy to report the issues impacting POD 18 Chat for our customers using Agent Workspace have been resolved. In case you’d still encounter issues, please try to clear your browser cache and cookies. We apologise for the inconvenience!
08:25 UTC | 01:25 PT
Our final tweet for the Agent Workspace issue for POD 18 failed to deliver yesterday due to a technical issue. This was resolved at 13:29 UTC yesterday, without reoccurrence. We apologize for the inconvenience caused.
Root Cause Analysis
In addition to an earlier incident on October 15th, 2021, a secondary cause of this incident was a code deployment that resulted in the overall service degradation for the Pod.
Resolution
To fix this issue, we rolled back the code in question, and recovery was observed soon after.
Remediation Items
- Code roll back to a stable version. [Completed]
- Code review - more efficient resource management for better health check responses. [Scheduled]
- Enhance diagnostic tools for better visibility, to improve response and resolution times. [Scheduled]
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.