23:13 UTC | 15:13 PT
We have identified and rolled back the code change related to ticket sharing, issues should be resolved. We will continue to monitor.
22:08 UTC | 14:08 PT
We are continuing to investigate ticket sharing issues for some customers. Thank you for your understanding.
21:38 UTC | 13:38 PT
We are investigating issues with ticket sharing impacting some customer pods. More information to follow shortly.
During this incident some customers were unable to share tickets between their Support site and other Zendesk Support sites. A change was made to ticket sharing for a very small segment of customers in preparation for a larger rollout. This change caused ticket sharing problems after customers re-authenticated sharing agreements, after which tickets were unable to be shared. We reverted the change and the issue quickly resolved. To prevent this from reoccurring, we are re-engineering the code change and improving the readability of logs that are generated by ticket sharing.
FOR MORE INFORMATION
For current system status information about your Zendesk, check out our system status page. During an incident, you can also receive status updates by following @ZendeskOps on Twitter. 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, please log a ticket with us.