On July 29, 2019 from 23:46 UTC to July 30th, 2019 00:40 UTC Zendesk Support customers on Pods 13 and 14 were unable to load any results when searching for requesters, tickets and user profiles.
01:02 UTC | 18:02 PT
The issues affecting the Search functionality in Zendesk Support have been resolved. If you're still experiencing issues, please let us know.
00:47 UTC | 17:47 PT
We're currently investigating reports of Search issues in Zendesk Support on Pods 13 and 14. More to come soon... Thanks for your patience
Root cause Analysis
This incident was caused by an issue with a deployed configuration change to Support’s search service.
To fix this issue, we reverted the change on Pods 13 and 14 to restore the search service.
New alerts have been configured to increase visibility for Support's search service.
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.