18:01 UTC | 10:01 PT
Our voice provider has indicated all calls are connecting successfully, issues with Talk should now be resolved. Let us know if you are still experiencing issues.
17:26 UTC | 09:26 PT
Our voice provider is continuing to work through the issue affecting Talk. While the issue is currently scoped to the US infrastructure it may affect other regions. Next update in one hour or sooner if we have new information.
16:48 UTC | 08:48 PT
Our voice provider is currently experiencing issues with a subset of calls being terminated unexpectedly within their US infrastructure. This may result in Zendesk Talk calls disconnecting or not being able to connect across all pods. We’ll will continue to monitor and provide up
On Friday, Feb 14th 2020 from 4:10 AM to 9:17 AM Pacific Time, up to 6.6% of all PSTN (Publicly Switched Telephone Network) calls routed through our Voice partner’s Ashburn, Virginia data center experienced dropped audio. The was the result of a networking change to increase the available IP ranges for Voice partner’s Ashburn, Virginia data center.
In order to prevent this from happening again in the future, out Voice partner will improve their change management procedure, create additional end-to-end tests, and improve healthchecks and monitoring.
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.