On April 29th, 2021 between 21:18 UTC and 22:17 UTC, customers with traffic routing through Bogotá and Medellín in Colombia, experienced connectivity issues accessing all Zendesk products.
23:02 UTC | 16:02 PT
We are happy to report that account inaccessibility for customers in Colombia has now been resolved.
22:28 UTC | 15:28 PT
A fix to the connection issues impacting some of our customers in Colombia, caused by a network performance issue at our provider’s data centers, has now been implemented and we are monitoring the results.
21:56 UTC | 14:56 PT
We are investigating reports of accounts being inaccessible for some of our customers in Colombia, more information to follow.
Root Cause Analysis
Our Content Delivery Network (CDN) provider experienced a network performance issue in Bogotá and Medellín, Colombia.
To fix this issue, our CDN provider disabled the problematic point of presence (PoP) which mitigated the problem. Once this happened, connectivity to Zendesk products returned to normal for our affected customers.
- Follow up with our CDN provider for root cause analysis (RCA) and faster resolution for the future.
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.