Service Incident August 15th, 2024 - Frequently asked questions
Discover answers to common questions about the Zendesk service incident on August 15th, 2024. Learn about causes, resolutions, and preventive measures.
Frequently asked questions
What happened during the Zendesk service incident on August 15, 2024?
On August 15, 2024, Zendesk experienced a service incident where Chat triggers were firing unexpectedly. This issue affected chat tagging, routing, and the sending of automated messages, leading to unexpected Chat behavior for customers. The…
How did Zendesk resolve the Chat trigger issue on August 15, 2024?
Zendesk resolved the Chat trigger issue by rolling back a recent deployment that was causing the triggers to fire incorrectly. This rollback was completed across all pods, and the situation was monitored until full resolution was confirmed. The…
What was the root cause of the Zendesk Chat trigger incident?
The root cause of the Zendesk Chat trigger incident was a new mechanism for evaluating Chat trigger conditions. This mechanism skipped certain scenarios, which resulted in the default action of firing off trigger actions unexpectedly. To address…
What steps is Zendesk taking to prevent future Chat trigger issues?
To prevent future Chat trigger issues, Zendesk is implementing several remediation items. These include adding anomaly detection for unusual volumes of trigger actions and implementing additional tests to cover more complex condition scenarios….
How long did the Zendesk Chat trigger incident last on August 15, 2024?
The Zendesk Chat trigger incident on August 15, 2024, lasted from 09:45 UTC to 13:19 UTC. During this time, customers experienced unexpected Chat behavior due to triggers firing incorrectly. The issue was resolved by rolling back a recent…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
“Since implementing My AskAI, the AI agent has deflected at least 68% of all customer queries. This has allowed us to get our average human response time down to under 60 seconds. A goal we've had for the last 6 months and finally achieved now with My AskAI.”
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