On April 14, 2021 from 13:26 UTC to 13:45 UTC, Talk customers on pods 13 and 20 may have experienced calls disconnecting.
14:54 UTC | 07:54 PT
We’re happy to report that the issue with calls impacting customers on Pods 13 and 20 has been resolved. Thank you for your patience.
14:29 UTC | 07:29 PT
We’re seeing improvements with calls for customers on Pod 13 and 20. We’re still monitoring the issue and we’ll keep you informed.
13:57 UTC | 06:57 PT
Our teams are investigating issues with calls dropping for Talk customers on Pods 13 & 20. We’ll provide an update shortly.
Root Cause Analysis
This incident occurred when our Talk service provider experienced elevated gateway packet loss in the western US region.
Our Talk service provider resolved the issue, restoring normal functionality by 13:45 UTC.
No remediation 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.