Service Incident - November 4th, 2024 - Talk | Unable to place outbound calls from Agent Workspace Support tickets

SUMMARY

On November 4, 2024 from 12:44 to 14:46 UTC, Talk customers using Agent Workspace were unable to place outbound calls from within Support tickets. 

Timeline

November 04, 2024 02:41 PM UTC | November 04, 2024 06:41 AM PT

We are currently investigating reports of users experiencing issues with making outbound Zendesk Talk calls within tickets. We will provide further updates as soon as possible.

November 04, 2024 02:52 PM UTC | November 04, 2024 06:52 AM PT

The issues impacting users ability to make outbound Zendesk Talk calls within tickets have been resolved. Please refresh your browser to ensure updates take effect.

 

POST-MORTEM

Root Cause Analysis

This incident was caused by an unexpected bug that appeared during an update to the Talk call console.

 

Resolution

To fix this issue, we rolled back the update.

 

Remediation Items

1. Improve testing scenarios for both Agent Workspace and non-Agent Workspace accounts.
2. Add additional monitoring for calls placed from within Support tickets.

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.