11:45 UTC | 04:45 PT
Our teams have now resolved the network issues affecting Voice (Pod 4) and JIRA plugin issues
11:32 UTC | 04:32 PT
Voice and JIRA integration services seem to be working much better now. Bear with us while we finish stabilising the underlying platform.
11:07 UTC | 04:07 PT
We tracked down the root cause of the network issues affecting Voice (Pod 4) and JIRA plugin (all pods). We are now working on a solution.
10:42 UTC | 03:42 PT
We are investigating a network issue affecting the JIRA Plugin on all pods & voice on Pod 4. We will provide more information shortly.
During this incident customers experienced an increased latency in Voice (although there were no dropped calls) as well as issues with the JIRA integration. This incident was caused by a hardware failure of a power distribution unit in Pod 2, which also uncovered a latent nameserver issue. This resulted in an outage of the JIRA integration for all customers, regardless of which Pod they are on, and a Voice degradation for customers in Pods 4 and 8. We responded to the issue by restoring the PDU through another unit and completing a nameserver change, thereby resolving the issue.
To prevent further issues of a similar nature, we're investigating more stringent PDU requirements, and putting in checks to prevent the nameserver issue from recurring.
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.