Service Incident August 8, 2024 - Frequently asked questions
Discover answers to common questions about the August 8, 2024 service incident affecting Explore Pods 17, 18, 28, and 29, including errors when creating new reports.
Frequently asked questions
What happened during the Zendesk service incident on August 8, 2024?
On August 8, 2024, Zendesk experienced a service incident affecting some customers on Pods 17, 18, 28, and 29. These customers encountered errors when trying to create new reports using the Explore feature, impacting their ability to generate…
How did Zendesk resolve the Explore feature errors on August 8, 2024?
Zendesk resolved the Explore feature errors by implementing effective indexing strategies. This action restored the query performance to expected levels, resolving the errors customers were experiencing when creating new reports and datasets. The…
What was the root cause of the Zendesk Explore feature incident on August 8, 2024?
The root cause of the Zendesk Explore feature incident on August 8, 2024, was a performance degradation following a database infrastructure upgrade. This upgrade removed query caching that the system previously relied upon, significantly slowing…
What workaround was available during the Zendesk Explore incident on August 8, 2024?
During the Zendesk Explore incident on August 8, 2024, a workaround was available for customers experiencing issues. Users could create a new report by cloning an existing report and editing it, although creating new datasets was still not…
What steps is Zendesk taking to prevent future Explore feature incidents?
To prevent future Explore feature incidents, Zendesk is taking several steps. They plan to improve their monitoring system with specific alerts centered around SQL query latencies to catch performance issues early. Additionally, Zendesk is…
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