01:08 UTC | 17:08 PT
The issues affecting the “ticket pop” via the Talk Partner Edition API has been resolved.
22:27 UTC | 14:27 PT
We are working to resolve an issue that is impacting the "ticket pop" via the the Talk API. We will post another update in one hour
19:31 UTC | 11:31 PT
We are working to resolve an issue that is impacting the display.json endpoint on the talk partner edition API. Some customers on Pod 8 may experience intermittent issues with the "ticket pop up feature".
A work around for this issue is as follows:
- Load into your Browser
- Clear your Cache and Cookies to make sure you are matching up with our server backend
- Make sure to fully close your browser and reopen
- Navigate to Zendesk account via your freshly cleared Browser
- Right click anywhere on the page, from the dropdown menu click "Inspect"
- In the top bar of the Developer Window that appears click the tab "Console"
- At the bottom of this Window you should see a blue arrow, click next to this and enter the following:
- You should get the message "undefined"
- From here go about your normal workflow and your tickets should appear as normal
20:58 UTC | 12:58 PT
We are working to deploy a hotfix that is impacting the display.json endpoint on the talk partner edition API. More updates to follow
The display.json API end-point is used by 3rd party voice integrations to cause a call popup to be triggered in a particular agent's browser within the Zendesk Support agent interface. During this incident, the display.json end-point was not properly displaying call popups.
Due to a latent escaped defect, a race condition was introduced which resulted in the voice initialization code failing to subscribe to the right channel to receive call notifications, resulting in notifications triggered via the display.json end-point not reaching the Zendesk Support agent interface. We have patched the bug and have added additional testing to test against these types of race conditions.
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.