Service Incident July 2, 2024 Guide - Frequently asked questions
Discover answers to common questions about the July 2, 2024 service incident affecting article access on all pods. Learn more about the issue and solutions.
Frequently asked questions
What happened during the Zendesk service incident on July 2, 2024?
On July 2, 2024, Zendesk Guide customers faced issues accessing articles with attachments due to a backend change. From 21:00 UTC on July 1 to 02:01 UTC on July 2, users experienced 500 errors when trying to load these articles. The issue was…
How did Zendesk resolve the article access errors on July 2, 2024?
Zendesk resolved the article access errors by deploying a software change to address the issues with referencing attachments. Initially, a rollback was attempted, but errors persisted. A new change was rolled out, and monitoring showed positive…
What was the root cause of the Zendesk incident on July 2, 2024?
The root cause of the Zendesk incident on July 2, 2024, was a backend upgrade that led to errors when referencing attachments. This caused articles with attachments to fail to load correctly for some customers. The issue was addressed by deploying…
What steps is Zendesk taking to prevent future incidents like the one on July 2, 2024?
To prevent future incidents similar to the one on July 2, 2024, Zendesk is reviewing its testing process to identify why the scenario was not caught in preliminary testing. Additionally, they are working on improving their rollback procedure to…
Where can I find more information about Zendesk's system status?
For current system status information about your Zendesk, you can check out their system status page. This page provides updates and summaries of post-mortem investigations, usually posted a few days after an incident has ended. If you have…
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