On February 19th, 2021 between 03:10 UTC and 03:40 UTC, Zendesk agents and end-users with traffic routing through Chicago, IL, US region experienced connectivity issues to Zendesk Support, Guide and Talk products.
08:16 UTC | 00:16 PT
We are happy to report that the issue on accessing Zendesk impacting some customers in the US region has now been resolved. Please message us at firstname.lastname@example.org if you continue seeing any issues.
04:30 UTC | 20:30 PT
Our CDN provider has deployed a fix and we're seeing improvements. We are monitoring and will provide an update when our CDN provider confirms that the incident is resolved.
04:02 UTC | 20:02 PT
We are investigating Zendesk access issues impacting some customers in the US region. We will provide more info shortly.
Root Cause Analysis
Our Content Delivery Network provider’s Chicago point-of-presence suffered network issues from a hardware failure that affected connectivity for Zendesk customers which resulted in HTTP error codes in the 5XX range.
To fix this issue, our CDN provider implemented a fix at 3:54 UTC and continued monitoring the situation.
Our internal teams are investigating improvements to monitoring for these situations while our CDN provider is building more redundancy into their systems to prevent similar issues in the future.
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.