16:18 UTC | 09:18 PT
We're happy to report that the issues affecting Pod 13 performance have been resolved. If you're still experiencing issues, please let us know. Post-mortem to follow.
15:19 UTC | 08:19 PT
Pod 13 performance remains stable as we are continue to monitor performance. Thank you for your continued patience, next update in 1 hour.
On April 12, 2019 from 13:13 - 14:09 UTC, customers received 5xx errors and were unable to access Support, Talk, and Guide on Pod 13. During this incident, slow concurrent database queries on Zendesk Support caused customers to experience issues with Zendesk Support, Talk, and Guide on POD 13. Our technical team implemented rate limiting and executed query killers to stop the slow queries on Zendesk Support and DB performance improved after the slow queries were stopped. In order to prevent this from happening again in the future, we’ve implemented a code change to prevent the recurrence of the specific slow queries and will continue to optimize that code path.
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.