Zendesk Chat Incident on January 31, 2024 Explained
What happened during the Zendesk Chat incident on January 31, 2024?
On January 31, 2024, Zendesk Chat experienced issues with chat triggers from 03:52 UTC to 06:52 UTC. During this time, customers on multiple pods faced failures impacting chat routing, setting departments, and offline messages. The problem was due to a new internal authentication configuration that wasn't fully tested in the staging environment.Learn more.
More related questions
How was the Zendesk Chat trigger issue resolved?
The Zendesk Chat trigger issue was resolved by identifying and reverting the erroneous code change. The fix was implemented, and by 09:17 UTC, all issues with Chat triggers were resolved. The incident was concluded, and normal operations resumed.
What was the root cause of the Zendesk Chat incident on January 31, 2024?
The root cause of the incident was a new internal authentication configuration in the Chat trigger service. Although the change was tested in the staging environment, the issue wasn't detected because the old authentication credentials remained…
What steps is Zendesk taking to prevent future Chat trigger issues?
To prevent future issues, Zendesk is updating its deployment process to include longer soak times in pre-production environments. They are also implementing additional alerting, investigating mechanisms for parallel restarts of hosts, and updating…
How can I get more information about Zendesk system status?
For current system status information about your Zendesk, you can check out their system status page. If you have additional questions about specific incidents, you can log a ticket via ZBot Messaging within the Widget.
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