Service Incident - October 1st, 2020 - Social Messaging & SunCo Webhook Delay

SUMMARY

21:57 UTC | 14:57 PT
We’re happy to report the issues affecting the social messaging add-on and Sunshine Conversations have now been resolved.

17:26 UTC | 10:26 PT
The social messaging add on and Sunshine Conversations functionality remains stable. Our teams will continue to monitor and update here again once the issue is resolved.

16:53 UTC | 09:53 PT
Our team is noting improvements regarding the issue affecting the social messaging add on and Sunshine Conversations functionality. We are continuing to monitor the situation.

16:23 UTC | 09:23 PT
Our team is monitoring an issue affecting the social messaging add on and Sunshine Conversations functionality, resulting in delayed messages.

POST-MORTEM

On October 1, 2020 from 15:50 UTC to 16:13 UTC, Sunshine Conversations customers saw delays  processing webhook notification. Jobs were queueing during this time, and were processed in the minutes that followed due to a third party delay. Investigation leads us to believe a third party dependency caused the incident and no remediations items were identified for Zendesk teams. 

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.