20:59 UTC | 12:59 PT
Our voice provider is operating as expected and calls in Talk are working. We will continue to monitor the situation and reopen the incident if calls start dropping again.
19:43 UTC | 11:43 PT
We are continuing to work with our voice partner on the intermittent dropped calls that some Talk customers are experiencing. More information when we have it.
18:42 UTC | 10:42 PT
We are seeing improved performance for Zendesk Talk users while our voice partner continues to investigate this issue.
17:27 UTC | 09:27 PT
We're continuing to investigate intermittent issues with our Talk service with our voice provider.
16:55 UTC | 08:55 PT
We are actively working with our voice provider to resolve the dropped calls some Zendesk Talk customers are experiencing.
16:23 UTC | 08:23 PT
We are investigating new reports for dropped calls with Talk. We are currently working with our voice provider.
(Note: This incident consisted of two occurrences with one Help Center article for each, though the post-mortem is the same for both. The second occurrence is this current article. The first occurrence can be found here.)
Total Incident Duration: One hundred and nine minutes
Remediation items from our provider include Proxy and Caching capacity increase, more aggressive alerting thresholds as well as heightened awareness protocol for the duration of the seasonal high-volume period.
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.