Resolve Service Incident Issues - Frequently asked questions
Explore common questions about the December 19, 2023, Zendesk service incident affecting public and internal comment ticket updates. Find solutions and insights.
Frequently asked questions
What was the Zendesk service incident on December 19, 2023?
The Zendesk service incident on December 19, 2023, involved issues with ticket comments. Between December 18, 2023, 19:50 UTC and December 19, 2023, 05:56 UTC, some customers experienced problems where public or internal comments were…
How was the Zendesk ticket comment issue resolved?
The Zendesk ticket comment issue was resolved by rolling back a code change. The problem, which caused public or internal comments to intermittently not save to tickets, was due to a race condition introduced by a recent code change. Once…
What caused the Zendesk ticket comment issue in December 2023?
The Zendesk ticket comment issue in December 2023 was caused by a race condition. This race condition was inadvertently introduced by a code change, which prevented ticket comments from being updated when an agent had multiple tabs open. The issue…
Who was affected by the Zendesk incident on December 19, 2023?
The Zendesk incident on December 19, 2023, affected non-Agent Workspace customers on all pods. These customers experienced issues where public or internal comments were intermittently not being saved to tickets. This prevented them from responding…
What steps is Zendesk taking to prevent future incidents like the one on December 19, 2023?
Zendesk is taking several steps to prevent future incidents like the one on December 19, 2023. These steps include improving testing processes to catch race conditions, setting up additional alerts to detect such issues early, and enhancing the…
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