09:21GMT / 01:21PST:
We are investigating reports of email delays for some customers. More info to follow
09:42GMT / 01:42PST:
We are still working through the current issues causing email delays for some customers
10:29GMT / 02:29PST:
We are continuing to work through reports of inbound email delivery issues.
11:01GMT / 03:01PST:
We have now identified and are actively working on the likely cause of issues affecting email delays, attachments and some voice services.
11.47GMT / 03.47PST:
We are continuing to mitigate email delays, attachments and some voice services related to ongoing S3 service issues
12.25GMT / 04.25PST:
Issues affecting attachments and some voice services have now been resolved. Continuing to work on some ongoing email delays.
12.54GMT / 04.54PST:
We are now seeing improvements on most email delay issues. We will confirm once all are resolved.
1.06GMT / 05.06PST:
All issues affecting email delays are now confirmed as resolved. Post-mortem to follow shortly.
Early on August 10th, mail processing queues started growing significantly, leading to incoming mails in Zendesk being delayed by up to several hours. Therefore, emails being delivered to the Zendesk platform where processed noticeably slower than normal, leading to, among others, ticket creation delays. The issue went on for about 4 hours.
This outage was related to a global outage of an external cloud storage service that Zendesk relies on for mail processing. As this was a 3rd party dependency, our Operations team were monitoring closely but the problem resolved as the external service recovered.
FOR MORE INFORMATION
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