22:31 UTC | 15:31 PT
The issues affecting the viewing/downloading of attachments on P13 and P14 have been resolved.
22:18 UTC | 15:18 PT
We are currently investigating issues viewing/downloading attachments on pods 13 and 14. More information to come.
DNS records for zdusercontent in pods 13 and 14 were deleted for deprecation. Secondary DNS records relying on zdusercontent pointed to where ticket attachments are served. This resulted in DNS errors when trying to view/retrieve attachments. The DNS records were re-created and eventually restored after DNS propagation. In order to prevent this from happening again in the future, we will be improving how we manage and monitor DNS configuration 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.