On May 21, 2019 from 22:40 UTC to 22:48 UTC customers on Pods 12 and 15 could not access the user interface of Zendesk Support and instead saw 5xx errors.
23:30 UTC | 21:30 PT
Zendesk Support experienced a brief outage between 22:40-22:48 UTC on pods 12 and 15. All services are now restored. We apologize for the inconvenience.
Root cause Analysis
A change was deployed that redirected traffic to a new port on Pods 12 and 15 that resulted in a drop in throughput due to DNS caching and the port change.
To fix this issue, traffic was rerouted back to the original app host.
We continue to investigate updates to our deploy processes and their ability to handle upstream reachability failures.
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.