On September 28, 2023 from 13:38 UTC to 13:42 UTC, some Zendesk Support customers on Pod 18 may have experienced an error when attempting to open tickets. Local caching issues may have caused these errors to appear for a longer period of time for a small number of customers.
14:18 UTC | 07:18 PT
We are currently investigating reports from customers on Pod 18 having issues with loading tickets in Support, getting Error “messages not found”. Please clear cache and cookies in the meantime to see if the issue subsides. We will provide more updates as we have them.
14:44 UTC | 07:44 PT
Our graphs currently show the errors have subsided for Pod 18 customers using Support, however, we continue investigating the root cause and to prevent reoccurrence. Thanks for your patience.
18:18 UTC | 11:18 PT
We are happy to report that the temporary network issue causing Pod 18 support errors is now fully resolved. Please let us know if you continue to experience issues.
Root Cause Analysis
This incident was caused by a temporary network degradation in our hosting provider’s Europe region infrastructure. Most requests that hit the affected infrastructure were redirected and successfully re-processed in other fully-operational hosts.
This impacted infrastructure automatically recovered within 4 minutes.
Zendesk is exploring adjustments to our monitoring thresholds to attempt to further reduce the impact in future.
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.