Service Incident - October 27, 2022 - Support | All Pods - Zendesk for Salesforce Integration Data sync failures

Summary

On October 27, 2022 from 05:55 UTC to 07:20 UTC, Zendesk customers using the Zendesk for Salesforce integration experienced failures with data synchronization.

Timeline

08:57 UTC | 01:57 PT

We are aware of Salesforce having performance degradation issues at the moment, which is impacting the sync feature with us. Some customers had their data sync feature disconnected and they will need to restart the sync manually. We appreciate your patience and cooperation.

09:00 UTC | 02:00 PT

Please check https://support.zendesk.com/hc/en-us/articles/4408828539290-Configuring-data-sync-from-Salesforce-to-Zendesk for instructions on how to re-enable the feature correctly.

10:09 UTC | 03:09 PT

We are happy to confirm we no longer see errors or further accounts impacted by the Salesforce degradation. Please make sure to manually go through your integration if you’re seeing issues with the data sync feature in your ZD account.

Root Cause Analysis

This incident was caused by performance degradation in the Salesforce production environment.

Resolution

To fix this issue, Salesforce resolved the underlying triggers for the performance degradation (link to Salesforce public service status page).

Remediation Items

1. Investigate improvements to error handling and connection retries in Zendesk for Salesforce integration.
2. Investigate improvements to monitoring and detection mechanisms.

FOR MORE INFORMATION

For current system status information about your Zendesk, check out our system status page. 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 via ZBot Messaging within the Widget.