On August 13, 2020 from 15:11 UTC to 17:05 UTC, agents and end-users whose internet traffic routes to a specific content delivery network region experienced service degradation or were unable to access Zendesk Support, Guide, or Talk.
18:01 UTC | 11:01 PT
We’ve confirmed with our CDN provider that the issue affecting users in the Texas area should now be resolved. Please let us know if you continue to have any problems accessing Zendesk.
17:33 UTC | 10:33 PT
We’ve received reports that the network issues affecting users in the Texas area are stabilizing. We’ll continue to monitor for improvements, but please let us know if the issue persists.
16:57 UTC | 09:57 PT
Our CDN is seeing evidence of an interconnect issue in in the Austin, TX area and is currently actively investigating to improve the connectivity, but it is possible this is an ISP issue.
16:10 UTC | 09:10 PT
We’re currently investigating reports that some US-based customers are unable to access multiple Zendesk products.
Root Cause Analysis
This incident was caused by a carrier issue with our content delivery network provider that impacted traffic in the Austin, Texas area.
Our content delivery network provider resolved the issue with their local carrier to restore traffic across the impacted region.
Investigate methods of increasing network connectivity observability and ways to mitigate regional failures.
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.