On February 23, 2024, Zendesk Support customers experienced an issue where no responses were received via the Side Conversation feature. This incident affected all Pods and lasted from 08:00 UTC to 17:26 UTC.
The problem was caused by a defect in new code deployed for the inbound email service, which included changes in how credential tokens were read. The code referenced an expired token, leading to a backlog of emails. To resolve the issue, Zendesk rolled back to a previous stable version of the platform, restoring operations and clearing the backlog. For more details, you can check theoriginal link.
Zendesk resolved the Side Conversations issue by rolling back to a previous stable version of their platform. This action restored normal operations and cleared the backlog of emails. The incident was caused by a defect in new code that referenced…
The root cause of the Zendesk incident on February 23, 2024, was an escaped defect in new code for the inbound email service. This code included changes in how credential tokens were read, and it referenced an expired token. As a result, emails…
To prevent future incidents similar to the one on February 23, 2024, Zendesk scheduled several remediation items. These include updating the email service configuration to minimize transient error handling and updating the runbook to page the team…
The Zendesk Side Conversations issue on February 23, 2024, lasted from 08:00 UTC to 17:26 UTC. During this time, Support customers across all Pods were unable to receive responses via the Side Conversation feature. The issue was resolved by rolling…