00:12 UTC | 17:12 PT
The issues with loading voice tickets in all pods has now been resolved.
23:52 UTC | 16:52 PT
We're currently investigating issues with loading voice tickets in all pods but are seeing improvements. We will keep you updated.
During this incident customers opening a voice ticket would either get blank white screen, or continuous loading dots waiting for their ticket to open.
A bug introduced as part of a code change for a new feature caused Voice tickets to not load in Lotus. The new feature was not released to all accounts, but the code change had some impact on all accounts. We rolled back the deploy that introduced the bug to fix it. Remediation action items include broader testing on these types of code changes.
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.