Root Cause of Tymeshift Service Incident April 2024
What was the root cause of the Tymeshift service incident?
The root cause of the Tymeshift service incident was an underperforming query in an internal service. This query caused delayed responses, leading to delays in processing some activities and preventing timely tracking of Agent Activity.
To resolve the issue, the problematic query was disconnected, which temporarily impacted reports containing groupings and filtering by Teams and Locations. The incident was fully resolved after recalculations and optimizations were completed.
More related questions
What happened during the Tymeshift service incident on April 8, 2024?
On April 8, 2024, Tymeshift customers experienced delays in processing activities and tracking Agent Activity. From 13:37 UTC to 18:20, there were issues with timely tracking of Agent Activity across all Pods. The incident was caused by an…
How was the Tymeshift service incident resolved?
The Tymeshift service incident was resolved by disconnecting an underperforming query that caused delays. This fix temporarily disabled Teams and Locations data within Agent Activity. After addressing the immediate impact, the teams and location…
What steps were taken to prevent future Tymeshift incidents?
To prevent future incidents like the one on April 8, 2024, Zendesk plans to explore the possibility of more load testing before new releases. This is part of their remediation efforts following the incident. Additionally, recalculations in reports…
When was the Tymeshift service incident fully resolved?
The Tymeshift service incident was fully resolved on April 17, 2024. By this date, all affected accounts had their teams and locations data updated, and adherence was recalculated. The resolution involved running a recalculation script to fix the…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
