On February 26, 2020 from 09:00 AM UTC to 10:23 AM UTC Zendesk Sell customers were unable to make outbound calls through Talk.
10:27 UTC | 02:27 PT
The issue impacting outbound calls for Zendesk Sell customers is now resolved. We apologize for the inconvenience caused.
09:44 UTC | 01:44 PT
Our engineering team continues to investigate the issue impacting outbound calls for Zendesk Sell customers. We apologize for the inconvenience. Next update in 30 minutes.
09:28 UTC | 01:28 PT
We are investigating issues while attempting to make outbound calls from Zendesk Sell. We'll provide further information shortly.
Root Cause Analysis
After investigating different potential internal causes, our Sell Developer Team discovered that our authorization to initiate outbound calls through our talk partner were no longer being accepted on their end.
To fix this issue, our engineers created a new version of the application, which was then deployed. Upon deployment, the new version was authenticated via our partners and outbound call creation resumed normally.
In order to prevent this from happening again in the future, our Developers will have a detailed look through our Talk logs from our partners to see if there were any undetected deletion events. We will also be setting up an automated test suite that will periodically make outbound calls to check for connection.
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.