05:56 UTC | 21:56 PT
Between 04:22 UTC to 4:54 UTC and 05:02 UTC to 05:18 UTC, we experienced Support performance issues which have now been resolved. If you still experience any issues, please don't hesitate to contact us.
On November 20, 2019, from 04:22 UTC to 4:54 UTC and from 05:02 UTC to 05:18 UTC, we experienced Support performance issues which caused slowness or total loss of connectivity for agents.
The performance issues were caused by connectivity issues and elevated error rates between our CDN provider data centers and AWS availability zones. Once the connectivity issues and error rates abated, service availability restored to normal.
In order to prevent to further improve our response to these types of performance issues, we will be improving our CDN provider log ingestion and indexing.
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.