Service Incident Feb 9, 2024 - Frequently asked questions
Explore FAQs about the Zendesk service incident on February 9, 2024, affecting multiple pods and social messaging channels. Find answers to common questions.
Frequently asked questions
What happened during the Zendesk service incident on February 9, 2024?
Between February 7 and February 9, 2024, some Zendesk customers experienced a disruption in their Social Messaging channels. This was due to a bug in a backend service that disabled messaging for accounts with a legacy Social Messaging app….
How did Zendesk resolve the Social Messaging issue from February 2024?
Zendesk resolved the Social Messaging issue by rolling back to a previous software version and re-enabling the Messaging channel for affected accounts. The problem was caused by a bug in the backend service that manages Messaging provisioning. To…
What was the root cause of the Zendesk Social Messaging disruption in February 2024?
The root cause of the Social Messaging disruption was a bug in a backend service responsible for provisioning and deprovisioning Messaging for accounts. This bug inadvertently disabled the Messaging feature for customers using a legacy Social…
Can messages sent during the Zendesk incident in February 2024 be restored?
Unfortunately, any messages sent by end users during the period when Social Messaging was disabled cannot be restored. The incident affected a subset of customers, and Zendesk has reached out to those impacted. If you haven't been contacted, your…
What steps is Zendesk taking to prevent future Social Messaging issues?
To prevent future Social Messaging issues, Zendesk is planning to remove all references to the legacy Social Messaging app in their code and fix the bug related to the backend provisioning service. These steps are scheduled to ensure a more stable…
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