SUMMARY

9月21日2022 from 18:41 to 19:56 UTC, a small subset of Zendesk Support customers across multiple pods may have experienced some Messaging tickets not displaying intermittently.

Timeline

POST-MORTEM

Root Cause Analysis

As part of a code migration, a specific version of code deployed affected some messaging tickets with an active conversation.

Resolution

To fix this issue, we performed a rollback to the previous version, and had confirmation of recovery.

Remediation Items

1. This was deemed a non-critical code change, and the migration has been cancelled. As such, no remediation items are needed.

FOR MORE INFORMATION

For current system status information about your Zendesk, check out oursystem 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.