Summary
On June 5, 2024 from 22:03 UTC to 22:40 UTC, Zendesk Support (Agent Workspace and Omnichannel) customers may have been presented with a ‘Couldn’t connect to server’ error when trying to update tickets. A subset of customers may have also experienced messaging delays during the impact window.
Root Cause Analysis
This incident was caused by a bug in the messaging and omnichannel feature that was introduced in a recent code deployment.
Resolution
To fix this issue, our team identified the culprit code change and rolled it back.
Remediation Items
- Implement more robust testing for live messaging conversations [Scheduled].
- Investigate longer soak times for messaging-specific code changes [Scheduled].
For more information
For current system status information about your Zendesk, check out our system status page. The summary of our post-mortem investigation is usually posted here a few days after the incident has ended. If you have additional questions about this incident, contact Zendesk customer support.
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