19:42 UTC | 11:42 PT
Issues re: outbound email has been resolved, though rejected emails will need to be re-sent.
19:29 UTC | 11:29 PT
We are reviewing emails to narrow the root cause of the issue. So, they have all turned up clean. Continuing to investigate.
19:03 UTC | 11:03 PT
We are continuing investigating reports of outbound emails being flagged as malware.
18:35 UTC | 10:35 PT
Customers reporting emails being rejected due to malware—we are currently investigating.
Zendesk started receiving customer reports outlining that Zendesk originating emails were being flagged as "JS/Injector.A" malware. Upon reviewing quarantined emails, it was determined that the emails were clean.
After further communications with impacted customers and visiting Microsoft's support site, it was determined that Microsoft's anti-virus/malware solution was generating false positives and scrubbing emails as "JS/Injector.A" malware. Microsoft has since taken responsibility for the issue- EX90822. Once the incorrect malware signature was fixed, Zendesk originating emails were delivered as normal.
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.