On June 2, 2019 from 18:45 UTC to June 3, 2019 05:55 UTC customers using the Gmail Connector for Zendesk Support across all Pods were unable to receive mail as expected.
03:45 UTC | 20:45 PT
We are currently investigating issues with email forwarding using the Gmail Connector on multiple pods. More information to follow.
04:05 UTC | 21:05 PT
We're seeing improvements in the Gmail Connector issue and continue to investigate. We will provide more updates when available.
04:33 UTC | 21:33 PT
The issue with the Gmail Connector has stabilized and mail has resumed processing. A final update will be sent once our mail queues have finished processing the backlog.
06:05 UTC | 23:05 PT
We're happy to confirm that the issue affecting Gmail Connector has been resolved. A fix has been rolled out on all affected pods. If you're still experiencing issues, please let us know. Thank you for your patience and understanding.
Root cause Analysis
Zendesk Support’s Gmail Connector could not retrieve mail, which was attributed to a disruption in Google’s network in parts of the United States affecting many Google products.
Following the resolution of the Google services disruption, the Gmail Connector was redeployed and the email backlog was successfully processed into Zendesk Support tickets.
- Increased maximum fetch limits for Gmail Connector to aid in quicker recovery from mail retrieval interruptions.
- Implement new connection timeout module to increase robustness of Google Mail retrieval.
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.