On August 7 2019, from 09:25 UTC / 02:25 PT to 10:13 UTC / 03:13 PT, our Chat Conversation API became unavailable for our customers. Any already connected services remained unaffected but applications that needed to do service discovery were impacted.
10:38 UTC | 03:38 PT
Our Chat Conversation API was unavailable from 09:25 UTC to 10:13 UTC. Our teams have implemented a fix. We apologise for the inconvenience.
Root cause Analysis
Our investigation quickly showed that the addition of a Chat host discovery server to our current pool led to the previously available servers to become unavailable due to an erroneous piece of configuration.
The change that brought the issue was rolled back to a working state, the configuration was then corrected and re-introduced seamlessly.
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.