19:53 UTC | 12:53 PT
Pod 14 customers: once your Talk calls are completed, we encourage you to refresh your browser.
19:27 UTC | 12:27 PT
We are still working on the remediation of the Talk issues in pod 14. We will update as soon as we have more information.
18:43 UTC | 11:43 PT
Our Ops team has isolated the Talk / Agent Collision issues and are working to mitigate them.
18:16 UTC | 11:16 PT
We are experiencing Talk quality issues with some customers on Pod 14. Our Ops team is investigating.
During this incident, some Talk customers on Pod 14 were intermittently impacted in various ways: Customers experienced difficulty accepting inbound calls, audio not working for inbound/outbound calls, and were unable re-enter the queue after finishing calls. Additionally, some customers experienced problems with agent collision. A data cluster became overloaded in Pod 14, which resulted in triggered restarts and connections to be recycled. The primary root cause for this issue was insufficient capacity. To resolve the issue, data was distributed more evenly across several data clusters, which allowed the services dependent on that data to restart and run normally. Once the resolution was in place, customers were asked to refresh their browsers in order to resolve the problems. To avoid this from happening again, we're increasing capacity, investigating ways to improve the speed of capacity increases, and improving monitoring of data cluster configuration and capacity changes.
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.