17:12 UTC | 10:12 PT
We can now confirm that issues impacting Pods 5, 6, and 9 are now fully resolved.
16:44 UTC | 09:44 PT
Pods 5, 6, and 9 are currently stable. We are still monitoring the situation to confirm resolution.
16:31 UTC | 09:31 PT
We are seeing improvements in inbound email delays and stability with Talk. We are still monitoring the situation and will update shortly.
16:14 UTC | 09:14 PT
We're experiencing delays with inbound email in pods 5, 6 and 9 and reports of dropped calls. We are investigating and will update shortly.
During this incident, customers on Pods 5, 6, and 9 experienced dropped Talk calls, slow performance, and in some cases an inability to access Support and Help Center interfaces. This was caused by a load balancer card failure, which caused all internal and external connections to drop. After two minutes of downtime, the load balancer self-recovered by failing over to a backup card, which restored all connections. We confirmed the scope and duration of impact to be: 2 minutes of outage for Support, Help Center, and Talk, followed by 4 minutes of delays for inbound emails and degraded performance in Talk before service returned to normal.
Our Operations team has opened a case with our vendor to determine the root cause of the load balancer card failure.
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.