SUMMARY
On September 30, 2021 from 02:37 UTC to 03:51 UTC, some customers using Agent Workspace in Zendesk Support experienced chats remaining in the queue even after those chats had been served by an agent. In some cases, these chats may have been served to more than one agent.
Timeline
05:44 UTC | 22:44 PT
Some customers using Agent Workspace experienced chats remaining in queue after being served, with some chats served to multiple agents. This was resolved after a change was rolled back. We apologise for any inconvenience this caused.
POST-MORTEM
Root Cause Analysis
This incident was caused by a chat routing bug that was introduced into the Zendesk Chat routing software.
Resolution
To fix this issue, the code was rolled back to the last known working state, and recovery was quickly observed thereafter.
Remediation Items
- Adding additional validation checks to mitigate future recurrences [Scheduled]
FOR MORE INFORMATION
For current system status information about your Zendesk, check out oursystem status page. During an incident, you can also receive status updates by following@ZendeskOpson 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.
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Post mortem published October 12th, 2021.
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