15:56 UTC | 07:56 PT
The search issues on POD4 have been fixed. We will continue to monitor the service.
15:39 UTC | 07:39 PT
The search service on POD4 is improving and we are monitoring it closely.
15:18 UTC | 07:18 PT
We are still currently working on the resolution for POD4 search issues.
14:58 UTC | 06:58 PT
We are currently working on the resolution for our POD4 search issues.
14:39 UTC | 06:39 PT
Our investigation continues with search issues on POD4. This includes issues with looking up Ticket Requesters / CCs / Help Center search.
14:21 UTC | 06:21 PT
We are currently experiencing search issues with POD4 accounts. We are looking into the issue.
During this incident, customers' search functionality was affected. An unexpected change in ingested data caused a sudden increase in heap usage, resulting in expensive garbage collection cycles which in turn made some of the search servers unresponsive.
We continue to investigate the complex query string that was being sent to search that caused the change and are working on improved logging of search service queries that are timing out.
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.