09:42 UTC | 02:42 PT
Email issues to Pod 3 customers are now resolved.
09:01 UTC | 02:01 PT
We are seeing improvements in the email processes affecting to Pod 3. We are monitoring closely.
08:40 UTC | 01:40 PT
Pod 3 customers have reported issues with outbound emails. We are investigating and will provide an update shortly.
During this incident outbound email was queued and delivered more slowly than normal, and our outbound mail servers were not able to find a route to the outer Internet. Investigation revealed that after a planned change to activate an "always on" service with our DDoS mitigation vendor, we found that there was a missing configuration as a result of that change. This missing config affected all outgoing mails for Pod 3 and Pod 10 accounts. We immediately rerouted the traffic affected by this mis-configuration and service returned to normal.
After the service incident subsided, we opened a case with our DDoS mitigation vendor to rectify the configuration issue.
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.