01:38 UTC | 18:38 PT
We’re happy to confirm that the service interruption which impacted the Zendesk billing page and shopping cart experience is now resolved.
00:00 UTC | 17:00 PT
Our billing vendor is currently experiencing a service interruption which is impacting the Zendesk billing page and shopping cart experience. Our teams are monitoring. We will provide an update once new information is available.
21:19 UTC | 14:19 PT
Our team is investigating an issue affecting the billing page and the shopping cart experience.
From 2020-08-21 20:37 UTC to 2020-08-22 00:17 UTC, customers were unable to access the Subscription pages to perform actions such as upgrading their Zendesk plans and adding/upgrading agents to their account. The issue was caused by a service incident impacting our upstream billing service provider’s authentication service cache database being degraded due to high utilization. After scaling the cache database and recycling authentication service instances, the issue resolved. In order to prevent this from happening again in the future, our upstream billing service provider has increased capacity of the authentication cache, will enhance auto scaling configuration to improve reliability, and review monitoring and alerting to this service to further improve detection time.
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.