Root Cause of Zendesk Incident on November 30, 2023
What was the root cause of the Zendesk incident on November 30, 2023?
The root cause of the Zendesk incident on November 30, 2023, was an escaped defect in the code. This defect was inadvertently included during the deployment due to a missed error in the code review process.
The defect caused the Omnichannel composer to switch unexpectedly between public and internal notes, affecting a subset of customers. Zendesk addressed the issue by rolling back the problematic code and expanding their testing process to cover more account configurations.
More related questions
What happened during the Zendesk service incident on November 30, 2023?
On November 30, 2023, Zendesk experienced a service incident affecting some Support customers. The issue involved the Omnichannel composer, which would unexpectedly switch from public reply to internal note and back to public reply. This occurred…
How was the Zendesk composer issue resolved on November 30, 2023?
The Zendesk composer issue on November 30, 2023, was resolved by rolling back the defective code. This defect was missed during the code review process and caused the composer to switch unexpectedly between public and internal notes. After…
What steps did Zendesk take to prevent future incidents like the one on November 30, 2023?
To prevent future incidents similar to the one on November 30, 2023, Zendesk expanded their testing process. This expansion aims to cover more account configurations, ensuring that similar defects are caught before deployment. By enhancing their…
How can I check the current system status of Zendesk?
To check the current system status of Zendesk, you can visit their system status page. This page provides up-to-date information about any ongoing issues or maintenance activities. For more detailed post-mortem investigations, Zendesk usually posts…
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