SUMMARY
During the month of July, our Z2 Help Center community experienced an increase in unwanted content. These posts were visible on our forum, and email notifications about them were sent to everyone who follows these topics.
Timeline
July 08, 2024 04:35 PM UTC | July 08, 2024 09:35 AM PT
We are aware of an increase in content on support.zendesk.com that does not meet our community guidelines and are actively working to moderate it. Content posts and outgoing notifications to customers subscribed to articles or sections of the community may be delayed. Thank you for your patience as we work to maintain the integrity of our support community.
July 12, 2024 06:12 PM UTC | July 12, 2024 11:12 AM PT
We are pleased to announce that we are seeing improvements in our moderation efforts on support.zendesk.com. Content posts and outgoing notifications to customers subscribed to articles or sections are no longer delayed. Thank you for your patience as we worked to maintain the integrity of our support community.
July 15, 2024 04:11 PM UTC | July 15, 2024 09:11 AM PT
We are aware of a recurrence of an increase in content on support.zendesk.com that does not meet our community guidelines and are actively moderating it. As a result, content posts and outgoing notifications to customers subscribed to articles or sections of the community may experience delays. We appreciate your continued patience and understanding as we work to maintain the integrity of our support community.
July 22, 2024 06:37 PM UTC | July 22, 2024 11:37 AM PT
We are seeing improvements in our moderation efforts on support.zendesk.com. Content posts and outgoing notifications to customers subscribed to articles or sections are no longer delayed. Thank you for your patience as we worked to maintain the integrity of our support community.
POST-MORTEM
Root Cause Analysis
This was caused by an increase of unwanted content in our Help Center Community that bypassed our automated content management system.
Resolution
In order to combat the unwanted posts we increased our content moderation efforts, as well as retrained our system to manage such traffic in future.
Remediation Items
- Updating our internal procedures to better handle similar issues [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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