Resolve Service Incident Issues - Frequently asked questions
Discover solutions to common questions about the December 3, 2023, service incident affecting Support Pod 28, including server errors and access issues.
Frequently asked questions
What happened during the Zendesk service incident on December 3, 2023?
On December 3, 2023, some Zendesk Support customers on Pod 28 faced server errors and access issues. This incident lasted from 09:31 to 10:46 UTC and was due to an account-related issue. The problem was caused by a defect in a code deployment that…
What was the root cause of the Zendesk incident on December 3, 2023?
The root cause of the Zendesk incident on December 3, 2023, was a defect in a code deployment. This defect led to a 15-minute period where the database caching facility was unreachable. This unavailability caused a backlog in the message queue,…
How did Zendesk resolve the service incident on December 3, 2023?
Zendesk resolved the service incident on December 3, 2023, by addressing the database caching issue. Once the caching facility became available again, the processing of the service backlog resumed, leading to recovery. The incident was caused by a…
What steps is Zendesk taking to prevent future incidents like the one on December 3, 2023?
To prevent future incidents like the one on December 3, 2023, Zendesk is implementing several remediation items. These include adding a specific test case against the caching timeout logic and setting up a monitor alert to notify when the caching…
How did Zendesk communicate with customers during the December 3, 2023 incident?
During the December 3, 2023 incident, Zendesk acknowledged a lack of communication with customers. They have expressed sincere apologies for this and are investigating the internal process breakdown that prevented timely updates. Zendesk is…
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