image for site

Resolution of Zendesk Ticket Views Issue

Learn how Zendesk resolved the ticket views issue on August 7, 2024, and the steps taken to prevent future incidents.

How did Zendesk resolve the ticket views issue on August 7, 2024?

Zendesk resolved the ticket views issue by manually scaling up the indexers on the active cluster to handle the accumulated ticket updates. The engineering team then resumed the cluster-switch procedure with the correct configuration.

This approach helped stabilize the system, and after monitoring, the issue was confirmed to be resolved. The team also plans to review and automate the cluster-switch process to prevent similar issues in the future.


More related questions

What happened during the Zendesk service incident on August 7, 2024?

On August 7, 2024, Zendesk experienced a service incident affecting ticket views. From 20:48 UTC to 23:27 UTC, customers across all Pods faced issues such as solved tickets not disappearing, slow updates, and incorrect ticket numbers displaying….

What was the root cause of the Zendesk ticket views issue on August 7, 2024?

The root cause of the ticket views issue on August 7, 2024, was a process breakdown during a blue/green cluster switch. This led to an incomplete deployment, causing configuration errors in the production Pods. To resolve the issue, the engineering…

What steps is Zendesk taking to prevent future ticket view issues?

To prevent future ticket view issues, Zendesk plans to review the cluster switch process to ensure thorough post-deployment checks. This will help prevent incomplete deployments from going unnoticed. Additionally, Zendesk aims to develop automation…

Where can I find more information about Zendesk service incidents?

For more information about Zendesk service incidents, you can check the system status page, which provides current system status updates. The summary of post-mortem investigations is usually posted a few days after an incident has ended. If you…

Interested indeflectingover 70% of your Zendesk support tickets?

Our AI customer support agent is here to help. Trained on all your help docs, installed directly into your Zendesk account, it can be used to automate customer replies for tickets or live chat. Learn more below.
Zendesk logo

Zendesk Support Tickets

Receive new tickets by email or a support form? This integration is for you.
My AskAI integrated within Zendesk to deflect support tickets
Learn about our Zendesk ticket integration
Zendesk logo

Zendesk Messaging (live chat)

Using Zendesk's Messaging widget on your site for live chat? This integration is for you.
My AskAI integrated within Zendesk to deflect customer support live chat conversations
Learn about our Zendesk Messaging integration

Join1,000+ companies reducing their support costs and freeing up support agents for more important work

Vestd company logo — Customer of My AskAI's AI customer support agents
Genesis company logo — Customer of My AskAI's AI customer support agents
Zinc company logo — Customer of My AskAI's AI customer support agents
Customer.io company logo — Customer of My AskAI's AI customer support agents
Zeffy company logo — Customer of My AskAI's AI customer support agents
NHS company logo — Customer of My AskAI's AI customer support agents
Kontakt.io company logo — Customer of My AskAI's AI customer support agents

Reduce support costs.Spend more time on customer success.

Our AI customer support agents are already used by 👇
Companies using AI assistants on their websites