02:46 UTC | 19:46 PT
We're happy to report that our team has resolved the issues accessing Support on POD 14. If you are still encountering issues, please reach out to us.
02:24 UTC | 19:24 PT
Service on POD 14 is currently stable and we continue monitoring the service. We are also putting in mitigation efforts.
01:17 UTC | 18:17 PT
We continue to see improvements with the issues affecting Pod 14. Our team continues to monitor the situation. Next update in one hour.
00:36 UTC | 17:36 PT
We're seeing improvements with the issues affecting Support on Pod 14. Our team continues to monitor the situation. We will provide an update shortly.
00:04 UTC | 17:04 PT
We are currently investigating issues accessing Support on POD 14. More info to follow shortly.
(Note: This incident consisted of two occurrences with two Help Center articles for each, though the post-mortem is the same for both. This article is the second occurrence; the first occurrence can be found here.)
During this incident, customers on POD 14 were unable to access the Support Agent interface. This was due to the account service’s insufficient capacity to handle a high number of requests at previously configured rate limits, which in turn led to increased call volume that resulted in a second occurrence of this issue. To fix this issue, rate limits were reduced after restarting the account service, and additional instances of the account service were added to POD 14. In addition to those fixes, further reoccurrences of this issue will be prevented with addition of appropriate fallbacks in the bootstrap process that result in less dependencies when accessing Support.
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.