On June 14 from 13:01 UTC to 14:17 UTC some Support customers were unable to access Insights. Our Insights partner GoodData experienced a platform outage which caused the incident.
14:09 UTC | 07:09 PT
We are aware of an outage affecting users’ ability to access Insights. More information to come. Thank for your your patience and understanding!
14:33 UTC | 07:33 PT
We’re happy to report that Insights functionality has been restored. Thank you for your patience.
Root cause Analysis
This incident was caused by a DNS service upgrade which was negatively impacted by a bug in BIND DNS service application package owned by third-party which led to the outage.
GoodData restored access by rolling back the DNS service upgrade to a previous stable version.
- GoodData will be reviewing and analyzing their DNS implementation for potential reliability improvements.
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.