On the 17th of February, between 7:01 AM UTC and 7:53 AM UTC Zendesk Suite customers received an error when attempting to access their Sell instance.
08:27 UTC | 00:27 PT
Between 07:01 UTC and 07:53 UTC Sell was unavailable for Zendesk Suite customers. This has now been resolved. We apologize for the inconvenience.
Root Cause Analysis
A new Active Record system was deployed, before the needed databases were migrated. These were only used by the accounts used through the Zendesk suit. As a consequence, when our customers tried to access their accounts, a 500 error was returned, due to the missing database entries.
Once the the missing Database was deployed, customers could log back in properly.
To avoid any future occurrences of this our team has decided to automate the process as much as possible and implement better checks for deploy pipelines and improve monitoring for these processes.
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.