Service Incidents at Zendesk Follow

We know that when our service is unavailable your ability to work with your customers is impaired, so we work hard to resolve these events quickly.  During each service incident we follow a response process that places top priority on restoring service and communicating our progress to you until the incident is resolved. We have engineers and support personnel on-call 24x7x365 to respond when an incident occurs.

This article explains how to confirm your current system status as well as where to get updates during a service incident.

Zendesk System Status Page

Our System Status Page enables you to see the current status of your Zendesk products at any time.  This is where we announce major service incidents and provide status updates for our products and services.  When you first arrive on the page, enter your Zendesk Support subdomain into the request box and click “Check” to see the current status of the products and services available to you.  During major service incidents, we typically update the system status page about every 30 minutes with the latest status information until the issue is resolved.

Help Center Article

In addition to communicating about major service incidents via the System Status Page, we also post a Help Center article in Service Notifications which is easily accessible from within your Zendesk. To see service incident and maintenance notifications in Zendesk Support, click the Admin icon in the sidebar and then click Overview. Service Incidents are listed at the top of the page and ordered by date of occurrence, with the most recent at the top.

Twitter

We also tweet an acknowledgement of each major service incident from our @ZendeskOps Twitter account and provide status updates via tweet until the issue is resolved. If you tweet an incident report to us, we will direct message respond and point you to the latest status update. 

Submitting an incident report

When you experience a service interruption, it is always a good idea to report it to us by clicking the "Tell Us" link on the status page or by sending the report to support@zendesk.com.  Our phone call volume often spikes during an incident, which means you might have to wait longer than necessary to log the issue.  

For major service incidents, our system monitoring has likely alerted us to the issue at the same time you experienced it but we still encourage you to log the issue with us as the information you provide can help us confirm the scope and impact of the incident, and help us communicate and resolve it more quickly.

Incidents that are not service-wide are not tracked on the status page.  Communication on these limited- impact events is provided via proactive ticket (where we create a ticket that notifies you of the event) or in response to a ticket submitted by you.  Anytime you experience a service disruption that we have not communicated about, open a ticket with our support team. We will investigate and determine the source of the problem. We will use that ticket to share the results of our investigation and any actions we take to resolve the incident.

What we communicate

We are committed to providing you with timely, substantive information about each incident that impacts you. During an incident, our goal is to provide you with the following information:

  • Acknowledgment of the incident and confirmation that we are working to resolve it
  • Description of the incident impact and any workarounds you can employ to minimize that impact
  • Periodic updates confirming our progress toward resolving the incident
  • Confirmation when the incident is resolved

It is important to remember that we often don’t have a lot of information to share until after the incident is stabilized. During an incident, our goal is to provide meaningful updates about every 30 minutes, unless the incident is the result of DDoS attacks or other security-related events when it is important that we don’t share details that may aid the attack.

That said, once the incident is resolved, we conduct a post-mortem investigation to determine its root cause and what actions we can take to minimize the risk of a similar incident occurring in the future. We publish a summary of the post-mortem investigation in the related Help Center article within a few days after the incident is resolved.

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