Service Incident - October 2nd, 2020 - Talk Inaccessible via Web Widget on Pod 18

SUMMARY

From October 1, 2020 at 14:01 UTC to October 2, 2020 at 23:08 UTC, Talk via the Web Widget was unable to connect calls for a subset of customers on Pod 18.

Timeline

23:34 UTC | 16:34 PT
We have determined the issue impacting Talk in the Web Widget was the result of a configuration error that has now been resolved. Thank you for your patience.

23:05 UTC | 16:05 PT
We’re currently investigating an issue that may impact Talk in the Web Widget for some customers.

Root Cause Analysis

This incident was caused by a deploy that excluded the necessary endpoints to embed Talk within the Web Widget. 

Resolution

To fix this issue, the deployment was reverted. 

Remediation Items

1. Code deployed with intended access to Talk endpoints
2. Investigate errors seen during the incident to create new alerts.

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.