07:58 UTC | 23:58 PT
Issues that were affecting customers using non latin character sets in Guide is now resolved.
06:46 UTC | 22:46 PT
We are continuing to work on a root cause for the issues affecting Guide accounts with non latin character sets, Next update in 1 hour.
05:26 UTC | 21:26 PT
We are still working on resolving the issues affecting Guide accounts with non latin character sets. Thank you for your patience.
04:46 UTC | 20:46 PT
We are currently investigating reports of issues accessing Guide accounts with non-latin character sets.
This issue primarily impacted customers who used user and organization tags in Cyrillic and Japanese character sets. We recently enabled an integration to track performance metrics across our Help Center code. This implementation measures many things, including memcache usage. Part of these metrics include sending reformatted character strings back to the integration; when these tags were reformatted, non-Latin characters that were previously encodable as UTF-8 became unreadable and threw errors. To address the issue, we disabled the metrics-tracking integration and are implementing a patch to ensure that such character strings are safe to encode and decode as needed by the integration.
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.