Zendesk Service Incident August 20, 2024 Explained
What happened during the Zendesk service incident on August 20, 2024?
On August 20, 2024, Zendesk experienced a service incident affecting email processing. From 00:13 to 10:16 UTC, customers on Pods 13, 18, 19, 23, and 25 faced delays with emails not creating or updating tickets.
The issue was traced back to an unexpected bug in the email routing logic, which caused an internal routing loop and a backup in email processing queues. This led to significant delays in ticket creation and updates. The problem was resolved by releasing an update to fix the bug and allocating additional resources to clear the backlog. For more details, you can check the originalZendesk article.
More related questions
How did Zendesk resolve the email processing delays on August 20, 2024?
Zendesk resolved the email processing delays by addressing a bug in the email routing logic. This bug had caused an internal routing loop, leading to a backup in email processing queues. To fix the issue, Zendesk released an update to correct the…
What was the root cause of the Zendesk email delays on August 20, 2024?
The root cause of the Zendesk email delays on August 20, 2024, was an unexpected bug in the email routing logic. This bug created an internal routing loop, which led to a backup in the email processing queues. As a result, there were significant…
Which Zendesk pods were affected by the email processing delays on August 20, 2024?
The email processing delays on August 20, 2024, affected Zendesk customers on Pods 13, 18, 19, 23, and 25. These customers experienced delays in emails creating or updating tickets. The issue was caused by a bug in the email routing logic, which…
What steps did Zendesk take to prevent future email processing issues?
To prevent future email processing issues, Zendesk has taken several steps. They have improved the email routing logic to avoid similar scenarios and revisited alerting to enhance response times for growing email processing queues. Additionally,…
How long did the Zendesk email processing incident last on August 20, 2024?
The Zendesk email processing incident on August 20, 2024, lasted for approximately 10 hours. It began at 00:13 UTC and was resolved by 10:16 UTC. During this time, customers on several pods experienced delays in emails creating or updating tickets….
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