Root Cause of Zendesk Incident February 23, 2024
What was the root cause of the Zendesk incident on February 23, 2024?
The root cause of the Zendesk incident on February 23, 2024, was an escaped defect in new code for the inbound email service. This code included changes in how credential tokens were read, and it referenced an expired token.
As a result, emails were backlogged, and responses through the Side Conversation feature were not received. To fix the issue, Zendesk rolled back to a previous stable version of the platform, which restored normal operations and cleared the backlog.
More related questions
What happened during the Zendesk service incident on February 23, 2024?
On February 23, 2024, Zendesk Support customers experienced an issue where no responses were received via the Side Conversation feature. This incident affected all Pods and lasted from 08:00 UTC to 17:26 UTC. The problem was caused by a defect in…
How did Zendesk resolve the Side Conversations issue on February 23, 2024?
Zendesk resolved the Side Conversations issue by rolling back to a previous stable version of their platform. This action restored normal operations and cleared the backlog of emails. The incident was caused by a defect in new code that referenced…
What steps did Zendesk take to prevent future incidents like the one on February 23, 2024?
To prevent future incidents similar to the one on February 23, 2024, Zendesk scheduled several remediation items. These include updating the email service configuration to minimize transient error handling and updating the runbook to page the team…
How long did the Zendesk Side Conversations issue last on February 23, 2024?
The Zendesk Side Conversations issue on February 23, 2024, lasted from 08:00 UTC to 17:26 UTC. During this time, Support customers across all Pods were unable to receive responses via the Side Conversation feature. The issue was resolved by rolling…
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