SUMMARY
On June 14, 2022 from 17:39 UTC to 19:03 UTC, some Zendesk Support customers on multiple pods were unable to access the ticket comment editor. Customers who had private attachments enabled in their account may have experienced an unresponsive comment editor preventing agents from making public comments and internal notes.
Timeline
19:31 UTC | 12:31 PT
We have rolled back a change that was causing some Support agents to be unable to access the ticket comment editor. When accessing a ticket, the comment field was not responding to cursor clicks and did not accept any typed text or text applied via macro. The issue is now fully resolved. Please refresh your browser for the fix to take effect.
Root Cause Analysis
This incident was caused by a bug in our ticket editor code that resulted in an unhandled JavaScript error to be thrown in the composer for accounts with private attachments enabled.
Resolution
To fix this issue, we rolled back the problematic deploy and recovery was observed shortly after.
Remediation Items
- Refine deploy monitoring dashboards and fix alerts to catch similar component errors [Scheduled]
- Fix the issue that prevented this bug from being caught at compile time [Scheduled]
- Review integration tests to ensure they are run before change is deployed [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.