09:17 UTC | 02:17 PT
We are happy to confirm that the issues experienced this morning have now been resolved.
08:35 UTC | 01:35 PT
We are currently investigating search issues in agent interface and kb articles and user search with Zendesk instances on pod 3
During the incident time frame, affected customers could not see search results from new tickets or updates. Changes to agent, rule, or macro configuration may not have displayed properly. Investigation determined that the search indexer was not indexing new content. Content indexing services were restored after the indexer process was restarted on some hosts. The indexers worked intensively for a few minutes to catch up before returning to normal. Remediation action items include improved monitoring, logging, and alerting for indexers, as well as implementing the ability to isolate accounts that trigger odd index behavior so that the behavior does not spread to other customers.
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.