12:53 UTC | 04:53 PT
We are happy to report that the issue causing delays in inbound email ticket creation has been resolved. We appreciate your patience while we worked on this
11:47 UTC | 03:47 PT
We continue to investigate the cause of the issue resulting in delays in inbound email ticket creation, and are working to resolve it as quickly as possible. We will update as soon as there are any further developments.
11:17 UTC | 03:17 PT
We continue to investigate the email ticket creation issue affecting some pods. Customers affected may be experiencing delays in tickets being created from inbound emails. We will provide further info as we get it.
10:57 UTC | 02:57 PT
We are currently investigating an issue affecting email ticket creation on some pods. We will update once we have further information
During this incident, email ticket creation in Zendesk Support was failing on several pods. Due to an error in a recent deploy, agent-forwarded email tickets were going to the Suspended Tickets view for accounts that had at least one light agent. To resolve this issue, we identified and rolled back the offending code deploy which resulted in resumption of mail ticket creation in Zendesk Support. To avoid this issue in the future, we have scheduled new regression tests to be added to our playbook and additional monitoring and alerts to multiple internal tools.
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.