03:22 UTC | 19:22 PT
We’re happy to report that the Help Center article management error has now been resolved.
01:46 UTC | 17:46 PT
We continue to investigate the HC article management error affecting some customers; more information to follow once available.
00:51 UTC | 16:51 PT
We're continuing to work towards a fix for HC article management errors for some customers; we appreciate your patience.
00:26 UTC | 16:26 PT
We are investigating help center article management errors on pods 4 and 5. More information to follow.
During this incident some customers on Pods 4 and 5 experienced issues when trying to manage articles in the Help Center Knowledge Base. All other end-user facing parts of Help Center remained available during the incident.
This incident was caused by a code change that led to problems with the Knowledge Base search index. Some customers trying manage their existing articles or create new articles in the Help Center Knowledge Base were unable to do so. To resolve the issue, we identified the code change that caused the problems, deployed a new code fix to the indexer, and then reindexed the Knowledge Base search index. To prevent this sort of issue from reoccurring, we're addressing a few areas, including clarifying unit test and deploy process documentation and improving monitoring for this type of change.
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.