16:16 UTC | 09:16 PT
Thank you for your patience while resolved the issue impacting Agent Collision and some Talk features. After monitoring, we can confirm the fix implemented was successful. If you still have issues, please clear your cache and cookies.
15:40 UTC | 08:40 PT
We have released a fix for an issue impacting Agent Collision and some Talk features. Symptoms included missing “eye” icons and Talk hold and transfer options. Please refresh your browser and if not resolved, clear your cookies and cache.
During this incident, customers experienced issues with Talk and Support Agent Collision. The Talk error stated “some talk features may not be available” and could not use wrap-time, place calls on hold, or transfer calls. The Support “Eye” icons missing and ‘Play’ /‘Take It’ features were not functioning. This incident was a side-effect of the scheduled maintenance that occurred on October 31st from 09:00-11:00 UTC. As a result of the maintenance, some clients would attempt to resolve some records that were missing in our Route53 zone but that they were still present in Dynect which was causing some of the pubsub URL’s to return a 404. Once the issue was identified, a fix was rolled out to resolve the DNS issues which resolved the incident. In order to prevent this from happening again in the future, we’ve added pubsub URL’s in Cloudflare.
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.