Degraded syncs for certain Salesforce and Zendesk integration users

This incident has been resolved.

From 2024-05-04 12:35pm UTC until 2024-05-04 4:35pm UTC, we had a recurrence of the prior incident spanning 2024-05-02 11:41pm UTC until 2024-05-03 1:11 UTC that led to degraded syncs for certain Salesforce and Zendesk integration users. As before, this affected the realtime analysis page as well as reporting on ticket metrics.

We've taken the same steps to resolution. We've backfilled historical ticket data for this period so that all ticket metrics should be back up to date and added an agent state exclusion for this time period for all affected customers to ensure that adherence is not affected.

In addition, we are actively exploring and implementing remediations to prevent further degradations.

Assembled is experiencing degraded syncs for certain Salesforce and Zendesk integration users, causing missing data. We've identified the root cause, implemented a resolution, and are monitoring. We apologize for the disruption.