To prevent future closed ticket issues, Zendesk scheduled additional system tests and smoke tests. These tests aim to verify that closed ticket update workflows are functioning as expected and to refine the update mechanism to allow only specific use cases.
Zendesk also plans to investigate a killswitch for modifying closed tickets flow, ensuring that any similar issues can be quickly addressed. These measures are part of Zendesk's commitment to improving system reliability and preventing incidents like the one in February 2024.
The Zendesk service incident on February 29, 2024, involved unexpected changes to closed Support tickets. From February 22 to February 29, 2024, customers using the beta Organization Merge feature experienced issues with closed tickets being…
Zendesk resolved the closed tickets issue by disabling the Organization Merge feature and fixing the underlying bug. The issue, which caused unexpected updates to closed tickets, was identified as a software defect in the beta feature. To prevent…
The closed tickets issue in February 2024 was caused by a bug in the Organization Merge feature. This bug led to incorrect handling of closed ticket updates, resulting in unexpected changes to some closed Support tickets. The Zendesk team…
The Organization Merge feature was re-enabled on March 19, 2024, after the February 2024 incident. The feature had been disabled due to a bug that caused unexpected updates to closed Support tickets. After identifying and fixing the underlying…