Service Incident - September 22nd, 2020 - Talk Connectivity and Quality Issues

SUMMARY

On September 22, 2020 from 15:23 UTC to 18:30 UTC, Talk customers across all pods experienced intermittent issues with connectivity and poor call quality.

Timeline

01:58 UTC | 18:58 PT
The issue with Talk degradation with our partner carrier has now been resolved. Apologies for the inconvenience and thank you for your patience.

21:44 UTC | 14:44 PT
We now believe that the issues impacting Talk call quality and connectivity have stabilized at this time. We apologize for any inconvenience that was experienced during these issues.

20:59 UTC | 13:59 PT
We’re continuing to investigate the root cause of intermittent call quality and connectivity issues in Zendesk Talk.

19:36 UTC | 12:36 PT
We’re continuing to investigate sporadic reports of call connectivity issues in Zendesk Talk, including degraded call quality as well as delays in receiving or making calls. If you’re still experiencing any problems, please let us know.

19:05 UTC | 12:05 PT
We’re continuing to investigate sporadic reports of call connectivity issues in Zendesk Talk. If you’re still experiencing any problems, please let us know.

18:36 UTC | 11:36 PT
Our teams continue to investigate and attempt to replicate reports of call connectivity issues impacting some Zendesk Talk customers.

18:00 UTC | 11:00 PT
We’ve received reports of call connectivity issues in Talk. Our team is currently investigating.

Root Cause Analysis

Our telephone service provider experienced degradation in one of their services that allows Zendesk Talk to accept, decline, or hang up calls, making it difficult for requests to pass from their systems to the Talk App.

Resolution

Our engineering teams investigated, but were unable to mitigate ongoing issues for Talk customers. The issues with the communication protocol causing service degradation for our telephone service provider were resolved to restore normal functionality to Talk. 

Remediation Items

Our teams are improving the monitoring for and investigating notification options for the Talk call console.

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.