Service Incident March 13, 2024 Guide - Frequently asked questions
Frequently asked questions
What happened during the Zendesk service incident on March 13, 2024?
On March 13, 2024, Zendesk experienced a service incident affecting Guide customers across all Pods. From 21:13 UTC to 23:36 UTC, users faced significant delays when loading ticket forms on the Help Center request page. The forms eventually…
How was the Zendesk ticket form issue on March 13, 2024 resolved?
The Zendesk ticket form issue on March 13, 2024, was resolved by identifying and disabling a faulty cache rule. This rule was part of an update by Zendesk's CDN partner, which mistakenly treated multiple distinct pages as identical due to a missing…
What was the root cause of the Zendesk incident on March 13, 2024?
The root cause of the Zendesk incident on March 13, 2024, was an update to a caching rule by Zendesk's CDN partner. This update mistakenly treated multiple distinct pages as identical due to a missing parameter in the cache key configuration. This…
What steps did Zendesk take to prevent future incidents like the one on March 13, 2024?
To prevent future incidents similar to the one on March 13, 2024, Zendesk has outlined several remediation steps. These include improving testing prior to implementation, creating additional alerts where feasible, and discussing cache management…
How long did the Zendesk ticket form issue last on March 13, 2024?
The Zendesk ticket form issue on March 13, 2024, lasted from 21:13 UTC to 23:36 UTC. During this time, users experienced significant delays when attempting to load ticket forms on the Help Center request page. The forms would eventually appear,…
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