We are currently investigating reports of issues related outbound email delays and issues with ticket updating for customers in our West Coast Data center. Information will be posted here as it is available.
We are currently investigating email delays for outgoing emails for our US West Coast Data Center. More info as available.
We are continuing to investigate the email issues in our West Coast Data Center. Thank you for your patience.
We’re working to identify the root cause of the email issues in our West Coast Data Center. Next update in ~30 mins or as available.
We are continuing to work on the outbound email issues affecting some customers. We apologize for the inconvenience.
We have also received reports that customers in the same Data Center may also be experiencing ticketing issues. Investigation is underway.
We are continuing to work toward a resolution for this incident. Apologies for the inconvenience. Next update in ~30 mins or as available.
We are deploying a fix for the ongoing email/ticketing issues affecting some customers. We will update when we have more info.
We have deployed the fix and are monitoring the situation closely for changes. Thank you again for your patience and understanding.
We are continuing to monitor the current incident involving email delays and ticketing issues. We will update when more info is available.
We are continuing to monitor the email/ticketing issues affecting some customers. Next update in ~30 mins or as available.
Ticketing issues have been resolved. We are continuing to monitor the email issues. We will update when more info is available.
Mail issues have been mitigated but we’re still experiencing delays. Work is underway to clear the backlog.
Email backlog is decreasing. Update in ~1 hour or as available.
Email delay issue has been resolved and backlog has cleared. Post mortem to follow.
This incident was caused by a software bug: extra logging was added to the mail processing application, and, as a result the emails took long time to be composed and sent. Upon discovering the issues, we rolled back to remove the extra logging added, which helped fix the incident. We are currently refurbishing our Mail App from inside out; and have formed a dedicated email team within Zendesk, who will be streamlining some internal bottlenecks, logging configurations and more.
FOR MORE INFORMATION
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