11:58 UTC | 03:58 PT
The Search issues that impacted some POD 18 Support customers are now resolved. We apologise for the inconvenience caused.
11:43 UTC | 03:43 PT
We continue to monitor the Search issues within POD 18. Thank you for bearing with us.
10:44 UTC | 02:44 PT
We are seeing improvements in the Search issues within POD 18. Our team continues to monitor the situation. Thank you for your patience.
10:14 UTC | 02:14 PT
Our teams are working to mitigate the Search issues that are impacting some Support customers on Pod 18. We will provide an update in 30 minutes.
09:59 UTC | 01:59 PT
We are currently investigating reports of Search issues on Support for customers on POD18. More info to come.
On February 13, from 8:00 UTC to 11:24 UTC, Support customers on Pod 18 experienced intermittent or empty search results when using Support search. The incident was the result of an Elasticsearch cluster losing several nodes due to an escaped defect with a routine maintenance script that caused a memory issue and failed searches. The search service was restored once the Elasticsearch indexes finished rebalancing. In order to prevent this from happening again in the future, we have fixed the escaped defect in the script and will be implementing additional guardrails on the script.
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.