On June 7, 2019 from 09:10 UTC to 10:30 UTC some customers using custom hostnames on Zendesk Guide across all Pods intermittently saw the SSL Error message “Your connection is not private.”
14:15 UTC | 07:15 PT
All known issues related to SSL errors on Guide have been resolved. Thank you for your patience.
11:06 UTC | 04:06 PT
We are seeing improvements related to the SSL errors on Guide. Please contact support if you still encounter any issues
10:37 UTC | 03:37 PT
We are continuing to investigate reports of SSL errors on Guide. Please bear with us. Next update in 30 minutes.
10:20 UTC | 03:20 PT
We are investigating reports of SSL errors on Guide. Stay tuned for updates
Root cause Analysis
This incident was due to our Content Delivery Network provider serving the *.zendesk.com certificate instead of the custom hostname certificate to browsers.
To fix this issue, our Content Delivery Network provider corrected the issue found on a subset of their infrastructure.
- Improve monitoring tools for traffic to / from our Content Delivery Network provider
- Improve reconciler's auto-remediation process
- Create new graphs and dashboards for reconciler activity
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.