06:02 UTC | 22:02 PT
The issues affecting Tickets generated via web form have been resolved. We're exploring options to correct reporting ticket data. Please reach out to us if you have any concerns.
04:39 UTC | 20:39 PT
We are currently investigating an issue wherein tickets generated via webform (HC) are showing as created via API. More information to follow.
During this incident on December 13, tickets created using Guide ticket forms may have come in with an incorrect channel type. As a result, searches and reporting data may have been inaccurate while triggers and automations with conditions leveraging channel type may have run incorrectly.
This incident was caused by errant code in a new Guide feature that had rolled out hours before. Once we identified the feature, we immediately switched it off resulting in new tickets created with the correct channel type. Our team commenced identification of tickets created during the problem period and backfilled those tickets on 2018-12-14 at 10:16 AM PT / 2018-12-15 6:16 AM UTC.
To prevent future occurrences, we are implementing remediation items to improve our integration tests to identify future issues in staging before features get to production.
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.