Service Incident - February 7th, 2020 - Delay in object synch for mobile users of Sell

SUMMARY

On the 7th of February, between 4:00 UTC and 15:43 UTC users of the Sell mobile client experienced delays in syncing objects to Sell mobile devices.

TIMELINE

14:50 UTC | 06:50 PT
Our team have completed a fix for the delay in Mobile Synchronization affecting some Zendesk Sell customers. Please let us know if you have any questions.

14:13 UTC | 06:13 PT
Our teams are working on a fix for the delay in Mobile Synchronization for some Zendesk Sell customers. We'll provide an update once the fix has been released.

13:21 UTC | 05:21 PT
Our teams are investigating a delay in Mobile Synchronization which is impacting some Zendesk Sell customers. We'll provide more information when it's available.

POST-MORTEM

Due to an inefficient MySQL query, our sync service experienced processing delays updating databases. Once the issue was identified, the MySQL query was optimized to work in batches and performance returned to normal processing times.

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.