Root Cause of Zendesk's July 9, 2024 Incident
What was the root cause of the Zendesk incident on July 9, 2024?
The root cause of the Zendesk incident on July 9, 2024, was an update intended to improve the editing system. It inadvertently caused edits to be processed twice, leading to unnecessary republishing of articles.
This issue was resolved by disabling the problematic feature and implementing steps to prevent similar incidents in the future, such as ensuring commands are side-effect free and enhancing pre-deployment testing.
More related questions
What happened during the Zendesk service incident on July 9, 2024?
On July 9, 2024, a change to Zendesk's article editing system caused some articles to be republished without user intervention. This led to draft versions being inadvertently published. The issue was identified and resolved by rolling back the…
How did Zendesk resolve the publishing issue on July 9, 2024?
Zendesk resolved the publishing issue by rolling back the change that caused the problem. The system was stabilized, and normal operations resumed. The root cause was an update that processed edits twice, leading to unnecessary republishing. The…
What should I do if my Zendesk article was published unintentionally on July 9, 2024?
If your Zendesk article was published unintentionally on July 9, 2024, you need to manually restore the previous version. Use the Guide article revision history feature or manually update and republish the article. The issue occurred between 11:40…
What measures is Zendesk taking to prevent future incidents like the one on July 9, 2024?
Zendesk is taking several measures to prevent future incidents like the one on July 9, 2024. These include ensuring commands within the system are side-effect free, separating republishing logic for different customer tiers, and enhancing…
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.
