Around 12:36am PST on Friday, April 10th, we began receiving reports of issues with loading Zendesk accounts.
01:08am PST - We are investigating reports of problems with loading accounts.
01:19am PST - We are still investigating reports of access problems, appears to be limited to specific locations.
01:28am PST - Our Operations team have found the root cause and fixed the cause of access problems.
A new dedicated internet circuit was activated in one of our datacentres, as part of a plan to improve our multiple providers' routing policy.
At the start of the incident, this internet circuit started to fail, causing issues for 20 minutes to multiple customers, which used the affected internet routes to reach Zendesk or Zopim at that moment.
Our Operations team quickly found out that this is being caused by the stale routes with no reachability, and disabled the circuit, resolving the problem.
Further remediation actions are still being confirmed.
FOR MORE INFORMATION
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