Service Incident - May 20th, 2021 - Talk inbound call issues Pods 26 & 27

SUMMARY

09:49 UTC | 02:49 PT
Our team has been monitoring and investigating this behaviour for the past 2 weeks in collaboration with some of our partners. This issue is fixed and should no longer reoccur.

00:09 UTC | 17:09 PT
We had detected an increase in the number of dropped calls for Talk customers on Pods 26 and 27 in the past hour. These have now subsided, however, we continue to monitor very closely. Thanks for your patience as we investigated this.

POST-MORTEM

Starting at 23:09 UTC Talk started to experience an increase in our Talk partner's exception errors for Pods 26 & 27. This spike in exceptions continued and lasted until 23:34 UTC. These exceptions resulted in dropped calls on Pods 26 & 27. The dropped calls were caused by an intermittent network connectivity issue that our cloud provider experienced in the our US east availability zone. The incident self recovered after network connectivity was restored.

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.