10:16 UTC | 02:16 PT
We are happy to confirm that the service incident regarding delayed dataset refreshes for customers using Explore was resolved at 09:42am UTC.
08:59 UTC | 00:59 PT
Our teams have identified the root cause and are currently working on a fix for the issue which is impacting dataset refreshes for Zendesk explore customers. Next update in 60 minutes.
08:30 UTC | 00:30 PT
We are currently investigating delayed dataset refreshes for customers using Explore. More information to come as we learn more.
On November 14, 2019 from 00:00 UTC to 9:42 UTC Zendesk Explore customers across all pods were unable to refresh the data in their accounts.
The issue was caused by datanodes running out of memory, which was resolved by rotating the cluster to allow customer data to again refresh as expected.
In order to prevent recurrence of this issue, we will be increasing the number of available clusters and investigate further improvements to ensure EMR is scaling properly.
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.