SUMMARY
Between October 07, 2021 19:29 UTC and October 11, 2021 16:28 UTC, some customers without an active Zendesk Explore product were unable to access the legacy reporting feature in Zendesk Support.
Timeline
14:40 UTC | 07:40 PT
We are aware of some customers having issues accessing the Legacy Reporting Tab in the Support platform. The team is already working on a fix. We appreciate your patience with this.
15:25 UTC | 08:25 PT
The team continues to work on the fix for the issue where some customers see a blank page when accessing the Legacy Reporting Tab in the Support platform. We will provide any additional information as soon as it is available.
16:35 UTC | 09:35 PT
We are happy to report that we have released a fix for the issues resulting in a blank page when accessing the Legacy Reporting Tab in the Support platform. Please let us know if you continue to experience any issues.
POST-MORTEM
Root Cause Analysis
This incident was caused by a code change in Zendesk Reporting to handle the migration from the Legacy Reporting tabs to the Explore pre-built tabs. These pre-built tabs would then be available depending on each account’s Explore product plan.
As a result however, an error was generated on accounts without the active Explore product, preventing Zendesk reporting to display correctly. This was a scenario that was not taken into consideration.
Resolution
To resolve this issue, a code fix was rolled out.
Remediation Items
- Handle edge case scenarios more gracefully [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.