Service Incident - May 6, 2025 - Multiple Pods | Support - Placeholders in macros are no longer rendering agent aliases; full agent names are being exposed

Summary

On May 6, 2025, from 13:10 UTC to 20:59 UTC, Customers utilizing macros in ticket updates encountered an issue where agent names were displayed incorrectly. Instead of showing the agent’s configured alias, the system displayed the agent’s full name in ticket comments. This impacted customers who rely on aliases to maintain privacy or ensure clarity in their communications.

Timeline

May 06, 2025 08:35 PM UTC | May 06, 2025 01:35 PM PT

We are receiving reports of issues incorrectly displaying agent names only when using placeholders in macros with ticket updates when agent aliases should be shown. Trigger-based placeholder updates are not affected. We are investigating and will provide further updates shortly.

May 06, 2025 08:48 PM UTC | May 06, 2025 01:48 PM PT

We have confirmed an issue causing name placeholders in the composer to incorrectly display the agent name rather than their alias and our team is working to revert the responsible deploy. We will share further updates when we have progress on the revert.

May 06, 2025 09:11 PM UTC | May 06, 2025 02:11 PM PT

We are happy to report that the revert has successfully restored expected functionality to name placeholders used in the composer, and agent aliases are rendering as expected at this time. Thank you for your patience during our investigation.

Root Cause Analysis

This incident was caused by a software bug introduced during a recent update, which affected the display of agent names when macros added comments to tickets. The system showed full agent names instead of the intended aliases.

Resolution

To fix the issue, the deployment was rolled back to the previous stable version, restoring the correct display of agent aliases in ticket comments.

Remediation Items

1. Enhance regression testing to better validate the correct display of agent aliases in macros.
2. Review and refine the notification process related to untested files to strengthen overall test coverage and reduce potential gaps.

FOR MORE INFORMATION

For current system status information about Zendesk and specific impacts to your account, visit our system status page. You can follow this article to be notified when our post-mortem report is published. If you have additional questions about this incident, contact Zendesk customer support.