Proactive notification of outages

7 Comments

  • Official comment
    Jessie Schutz
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    Hey everyone!

    Thanks for sharing your feedback on this! I just wanted to hop in to let you know that you can subscribe to notifications on Zendesk's status page. You can find the instructions on how to do that here

     

  • Jonathan March
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    ZendeskOps twitter feed pushes such notices:

    https://twitter.com/@ZendeskOps

    If you use slack, you can have these pushed to slack: 

    https://get.slack.help/hc/en-us/articles/205346227-Twitter-for-Slack

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  • Ben Jackson
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    Hi Jonathan,

    Maybe I should be more specific.

    The Twitter notification states that there was an issue with account access. We did not have an issue accessing accounts, but it seems our specific issue was an indirect cause of the outage.

    What I'm specifically referring to is the email forwarding. If I go into Settings > Email and then find the specific brand I'm after, it tells me that the forwarding for the brand is broken. But I have to go searching for that myself. Zendesk doesn't tell me when it breaks, only that it has broken.

    This is not ideal, as we have many brands, and may not immediately notice the absence of tickets from a single brand. I feel that if Zendesk can tell me if something has broken, Zendesk should tell me when something has broken, so I can proactively try and solve the issue, before it becomes a bigger problem.

    3
  • Stephen Belleau
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    What Zendesk also needs is automated quality monitoring, so that the status page can actually be updated in real-time when an outage occurs. So far it seems that most outages we've experienced, we've had to report it to Support first, and then it shows up on status page afterwards. 

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  • Ben Jackson
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    Hi Jessie,

    Maybe you should take a look at my second comment. I’m not referring to Zendesk outages exactly, I’m referring to things such as broken email forwarding.

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  • Nicole - Community Manager
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    Thanks for the clarification, Ben. 

    We've passed your feedback along to the teams that deal with this aspect of the system. (Yours too, Stephen.) 

    0
  • Nicole - Community Manager
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    Archived 11/27/19 due to inactivity

    -1

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