Summary

从十四13 UTC时间2022年11月1日19:04 UTC, some Zendesk Guide customers across multiple Pods were impacted by an issue that prevented some Help Center articles from loading data resulting in blank articles.

Timeline

17:45 UTC | 10:45 PT

We are investigating reports of some Guide articles showing as blank when editing. Further updates will be posted shortly.

17:59 UTC | 10:59 PT

We have confirmed an issue causing blank screens when editing some Guide articles. Our team is investigating and we will provide additional information as soon as we can.

18:27 UTC | 11:27 PT

Our team continues to search for a root cause for the issue causing blank pages when editing some Guide articles. We will provide additional updates as we learn more.

19:08 UTC | 12:08 PT

We are beginning to see some improvement in the issue causing blank pages when editing some articles in Guide. Please reload your browser and let us know if you continue to experience any issues.

Root Cause Analysis

This incident was caused by a code change that was implemented to optimize how we load article data. The change prevented some data from being fetched.

Resolution

To fix this issue, our team identified the problematic code change and rolled it back.

Remediation Items

1. Additional acceptance and unit testing to cover the scenario uncovered in this incident.
2. Improve diagnostic tooling to allow quicker troubleshooting in future.

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.