The chat reassignment issue on November 15, 2023, was resolved by deploying a configuration correction. Engineers implemented this fix after encountering permissions issues, which initially delayed the resolution.
Once the fix was applied, the systems returned to normal operation. The incident was officially considered resolved at 10:55 UTC. To prevent future occurrences, Zendesk plans to retune monitors, implement additional approval processes, and investigate better permissions access for chat teams.
On November 15, 2023, Zendesk experienced a service incident affecting chat reassignments. From 09:43 UTC to 10:44 UTC, some chat agents faced delays in chat reassignments, and in rare cases, chats were marked as missed. The issue was due to an…
The chat reassignment delays on November 15, 2023, were caused by an error in an infrastructure configuration change. This error led to reassignments not working properly for some customers across all Pods. The resolution was delayed due to…
To prevent future chat reassignment issues, Zendesk is implementing several remediation items. These include retuning existing monitors and alerts for on-call engineers, implementing an additional approval process to better synchronize staging and…
For current system status information about Zendesk, you can check their system status page. This page provides updates on any ongoing issues and the status of Zendesk services. Additionally, summaries of post-mortem investigations are usually…