Zendesk WFM Issues on July 16, 2024: Root Cause Explained
What caused the Zendesk WFM issues on July 16, 2024?
The Zendesk WFM issues on July 16, 2024, were caused by over-utilization of communication capacities. During the incident, some customers experienced slowness and errors due to the network provider's communication capacity limits being exceeded. This affected core services like the Agent Activity Tracker, leading to performance issues.
The root cause was identified as a default setting that limited the number of communication channels available. As the customer base and traffic grew, these limits were exceeded, resulting in delays and errors. To resolve the issue, Zendesk increased the capacity and reconfigured settings to better handle traffic. For more details, you can refer to the originalZendesk help article.
More related questions
How were the Zendesk WFM issues resolved?
The Zendesk WFM issues were resolved by increasing capacity and reconfiguring settings. Once the root cause was identified as a configuration limit on communication channels, Zendesk quickly worked to increase this limit and adjust configurations…
What should I do if I experience slowness with Zendesk WFM?
If you experience slowness with Zendesk WFM, try clearing your cache or using an incognito window. During the incident on July 16, 2024, these steps helped restore access for many users. If the issue persists, it's recommended to check Zendesk's…
What measures is Zendesk taking to prevent future WFM issues?
Zendesk is implementing several measures to prevent future WFM issues. These include adding proactive capacity monitoring to alert when approaching limits, reviewing and adjusting configurations across all regions, and strengthening incident…
When did the Zendesk WFM incident occur?
The Zendesk WFM incident occurred on July 16, 2024, from 10:47 UTC to 13:13 UTC, and again on July 17, 2024, from 03:40 UTC to 14:50 UTC. During these times, some customers experienced slowness and errors due to over-utilization of communication…
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