On October 30, 2020 from 16:01 UTC to 16:04 UTC, Zendesk Talk customers on all Pods may have experienced dropped calls.
16:17 UTC | 09:17 PT
We are investigating an issue with Zendesk Talk of dropped calls across all pods. We will provide further updates shortly.
16:42 UTC | 09:42 PT
The issue impacting Talk customers is now resolved. We determined that the impact was between 16:01 and 16:04 UTC, and we are following up with our telephony provider to understand the root cause. Thank you for your understanding!
Root Cause Analysis
This incident was caused by a capacity-related issue in our service provider’s voice network resulting in a partial outage in their voice service.
Our service provider’s voice subsystems auto-recovered within two minutes.
Our service provider has increased capacity in their voice network following this incident. They have also implemented additional monitoring and updated alert thresholds to catch any future issues before they impact customers.
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.