Resolve Z-Bot Widget Issues - Frequently asked questions
Frequently asked questions
What was the Zendesk service incident on December 29, 2023?
The Zendesk service incident on December 29, 2023, involved issues with the Z Bot widget. Between December 20 and December 29, 2023, some customers experienced problems where their messages did not create follow-up tickets in Zendesk. This was due…
How was the Zendesk Z Bot widget issue resolved?
The issue with the Zendesk Z Bot widget was resolved by updating the code logic. The problem was caused by errors in the events processing service when it encountered null values in webhook event metadata. By modifying the code to accept these null…
What caused the Zendesk Z Bot widget issue in December 2023?
The Zendesk Z Bot widget issue in December 2023 was caused by a defect in the events processing service. This defect led to errors when the service attempted to parse webhook events that contained null values in their metadata. The problem was…
What steps did Zendesk take to prevent future Z Bot widget issues?
To prevent future issues with the Z Bot widget, Zendesk implemented several remediation steps. They updated the Sunshine Conversation public documentation to accept null values in metadata objects and added additional monitoring alerts for such…
When was the Zendesk Z Bot widget issue fully resolved?
The Zendesk Z Bot widget issue was fully resolved by January 19, 2024. The problem, which affected the creation of follow-up tickets from Z Bot widget conversations, was addressed by updating the code logic to handle null values in metadata. The…
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