17:05 UTC | 09:05 PT
We are happy to report the issue impacting wrap-up time on pod 14 has been resolved. Please reach out if you experience any new issues. We apologize for the inconvenience.
16:37 UTC | 08:37 PT
We are investigating Talk issues impacting wrap-up functionality on Pod 14. We will provide our next update when we have more information.
Customers were experiencing delays with the automated Exit Wrap Up jobs after calls. This meant that agents were not automatically removed from wrap up as normally expected.
The issue was caused by a backend process that overloaded scheduled jobs to process Talk wrap up. The incident resolved itself as the backend job finished. In order to prevent this from happening again in the future, we will be changing the process for enqueuing backfill jobs to not overload the scheduler.
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.