Resolution of Zendesk Chat Trigger Issue on August 15, 2024
How did Zendesk resolve the Chat trigger issue on August 15, 2024?
Zendesk resolved the Chat trigger issue by rolling back a recent deployment that was causing the triggers to fire incorrectly. This rollback was completed across all pods, and the situation was monitored until full resolution was confirmed.
The root cause was a new mechanism for evaluating Chat trigger conditions that skipped certain scenarios. To fix this, a new software version was deployed to address the evaluation gap. Additional measures, such as anomaly detection and more comprehensive testing, are scheduled to prevent future occurrences.
More related questions
What happened during the Zendesk service incident on August 15, 2024?
On August 15, 2024, Zendesk experienced a service incident where Chat triggers were firing unexpectedly. This issue affected chat tagging, routing, and the sending of automated messages, leading to unexpected Chat behavior for customers. The…
What was the root cause of the Zendesk Chat trigger incident?
The root cause of the Zendesk Chat trigger incident was a new mechanism for evaluating Chat trigger conditions. This mechanism skipped certain scenarios, which resulted in the default action of firing off trigger actions unexpectedly. To address…
What steps is Zendesk taking to prevent future Chat trigger issues?
To prevent future Chat trigger issues, Zendesk is implementing several remediation items. These include adding anomaly detection for unusual volumes of trigger actions and implementing additional tests to cover more complex condition scenarios….
How long did the Zendesk Chat trigger incident last on August 15, 2024?
The Zendesk Chat trigger incident on August 15, 2024, lasted from 09:45 UTC to 13:19 UTC. During this time, customers experienced unexpected Chat behavior due to triggers firing incorrectly. The issue was resolved by rolling back a recent…
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