The root cause of the Zendesk incident on July 2, 2024, was a backend upgrade that led to errors when referencing attachments. This caused articles with attachments to fail to load correctly for some customers. The issue was addressed by deploying a software change to fix the referencing problems.
On July 2, 2024, Zendesk Guide customers faced issues accessing articles with attachments due to a backend change. From 21:00 UTC on July 1 to 02:01 UTC on July 2, users experienced 500 errors when trying to load these articles. The issue was…
Zendesk resolved the article access errors by deploying a software change to address the issues with referencing attachments. Initially, a rollback was attempted, but errors persisted. A new change was rolled out, and monitoring showed positive…
To prevent future incidents similar to the one on July 2, 2024, Zendesk is reviewing its testing process to identify why the scenario was not caught in preliminary testing. Additionally, they are working on improving their rollback procedure to…
For current system status information about your Zendesk, you can check out their system status page. This page provides updates and summaries of post-mortem investigations, usually posted a few days after an incident has ended. If you have…