The Zendesk ticket form issue on March 13, 2024, was resolved by identifying and disabling a faulty cache rule. This rule was part of an update by Zendesk's CDN partner, which mistakenly treated multiple distinct pages as identical due to a missing parameter in the cache key configuration.
After disabling the faulty rule, a bug in the CDN partner's infrastructure was corrected, allowing the cache rule to be restored to its original, correct configuration. This resolution restored the functionality of the ticket forms, and the issue was fully resolved by 01:24 UTC on March 14, 2024.
On March 13, 2024, Zendesk experienced a service incident affecting Guide customers across all Pods. From 21:13 UTC to 23:36 UTC, users faced significant delays when loading ticket forms on the Help Center request page. The forms eventually…
The root cause of the Zendesk incident on March 13, 2024, was an update to a caching rule by Zendesk's CDN partner. This update mistakenly treated multiple distinct pages as identical due to a missing parameter in the cache key configuration. This…
To prevent future incidents similar to the one on March 13, 2024, Zendesk has outlined several remediation steps. These include improving testing prior to implementation, creating additional alerts where feasible, and discussing cache management…
The Zendesk ticket form issue on March 13, 2024, lasted from 21:13 UTC to 23:36 UTC. During this time, users experienced significant delays when attempting to load ticket forms on the Help Center request page. The forms would eventually appear, but…