18:01 UTC | 3:19 PT
Our teams have mitigated the login issues some customers have experienced with Zendesk Chat. Please do reach out if you are still seeing issues.
17:57 UTC | 2:54 PT We are currently investigating reports of server errors upon login for Zendesk Chat, more to follow.
Root cause Analysis
Our Master DataBase memory was overloaded due to an automated process originally meant to ensure periodic DataBase maintenance/clean-up.
Due to an inconsistency on our end, the automated system found itself running an abnormal number of requests eventually leading to the DataBase being automatically restarted.
The DataBase restart generated a temporary inability on our end to create new web sessions, hence users not logged in yet before the incident could not get in.
DataBase permissions were amended at the time of the incident to reestablish ability for us to create new web sessions and allow Chat users to log in again effectively.
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.