Cause of Zendesk Closed Tickets Issue February 2024
What caused the Zendesk closed tickets issue in February 2024?
The closed tickets issue in February 2024 was caused by a bug in the Organization Merge feature. This bug led to incorrect handling of closed ticket updates, resulting in unexpected changes to some closed Support tickets.
The Zendesk team identified the software defect and disabled the feature to prevent further issues. They then worked on fixing the bug, which allowed them to re-enable the feature on March 19, 2024. The incident highlighted the need for additional system tests and smoke tests to ensure closed ticket update workflows function correctly.
More related questions
What was the Zendesk service incident on February 29, 2024?
The Zendesk service incident on February 29, 2024, involved unexpected changes to closed Support tickets. From February 22 to February 29, 2024, customers using the beta Organization Merge feature experienced issues with closed tickets being…
How did Zendesk resolve the closed tickets issue from February 2024?
Zendesk resolved the closed tickets issue by disabling the Organization Merge feature and fixing the underlying bug. The issue, which caused unexpected updates to closed tickets, was identified as a software defect in the beta feature. To prevent…
When was the Organization Merge feature re-enabled after the February 2024 incident?
The Organization Merge feature was re-enabled on March 19, 2024, after the February 2024 incident. The feature had been disabled due to a bug that caused unexpected updates to closed Support tickets. After identifying and fixing the underlying…
What steps did Zendesk take to prevent future closed ticket issues?
To prevent future closed ticket issues, Zendesk scheduled additional system tests and smoke tests. These tests aim to verify that closed ticket update workflows are functioning as expected and to refine the update mechanism to allow only specific…
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