Post-mortem - January 15, 2026 - Pod 26 | Support - Unable to create and update tickets in Zendesk Support

Summary

On January 15, 2026, during the window from 6:34 UTC to 12:24 UTC, Advocates and internal support teams experienced errors when attempting to create tickets in Zendesk Support, with 'Ticket Save Failed' errors preventing ticket creation.

Timeline

January 15, 2026 12:27 UTC | January 15, 2026 04:27 AM PT

We are aware of an issue where tickets created and updated in Zendesk Support are failing to save. Our engineering team is actively investigating and working to resolve this matter. We apologize for the inconvenience and will provide updates as they become available.

January 15, 2026 12:42 UTC | January 15, 2026 04:42 AM PT

Our engineers have identified the root cause and implemented the necessary remediation. We can confirm that the mitigation has resolved the issue and will continue to monitor the situation to ensure stability. We appreciate your patience and will provide updates as they become available.

January 15, 2026 14:19 UTC | January 15, 2026 08:19 AM PT

We’re pleased to confirm that the issue affecting ticket creation, updating, and saving in Zendesk Support has been fully resolved. This was achieved by reverting a recent deployment that introduced the problem. We appreciate your patience and support throughout the resolution process.

Root Cause Analysis

This incident was caused by a recent rollout involving the lotus_feature_ticket_save_rmi feature flag in Z2 support accounts.

Resolution

To resolve this issue, the engineering team rolled back the affected deployment. Multiple team members and users have confirmed that ticket saving functionality has been restored. A status page update was published, and a problem ticket was created for tracking until issue was resolved.

Remediation Items

Modify the comment creation process to pull data from the application’s stored state rather than the EditorProxy. This ensures that even if the editor is closed prematurely, the comment content remains intact, avoiding empty payloads and failed save attempts.

FOR MORE INFORMATION

For current system status information about Zendesk and specific impacts to your account, visit our system status page. If you have additional questions about this incident, contact Zendesk customer support.