16:12 UTC | 09:12 PT
We are investigating service disruption across all pods caused by External DNS providers.
16:35 UTC | 09:35 PT
We are working on mitigating current issues with external DNS providers impacting access to Zendesk services.
17:10 UTC | 10:10 PT
We have mitigated the issue with our external DNS provider and service access should be returning to normal. We will continue to monitor the situation and provide an update shortly
17:36 UTC | 10:36 PT
We are seeing improvement across Zendesk services. We continue to monitor & will provide an update in 30 minutes.
18:05 UTC | 11:05 PT
We continue to see improvements across all Zendesk services. We are monitoring closely.
18:50 UTC | 11:50 PT
We continue to monitor the affects of the DDOS attack on our external DNS provider. We will provide an update when there are changes to the service status.
19:55 UTC | 12:55 PT
We are currently working through some options for DNS changes with external providers to help affected customers for this outage.
21:15 UTC | 14:15 PT
update- we've switched DNS for most services, accounts should be accessible but some features may still be affected.
21:48 UTC | 14:48 PT
We've switched our DNS provider for most services from the affected provider. Accounts should be accessible but some features may still be affected or take some time to recover.
During this incident customers were unable to connect to their Zendesk. This incident was caused by a major DDoS attack on our primary upstream DNS provider. The issue was fully resolved when our primary provider mitigated the attack on their end. We are reviewing our procedures for faster switching of our DNS service to a backup provider should these types of attacks reoccur.
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.