14:29 UTC | 07:29 PT
We're happy to report that access to Zendesk services across all pods has now been restored.
13:58 UTC | 06:58 PT
We're seeing improvements while we continue to work with our dns providers to mitigate this issue.
13:35 UTC | 06:35 PT
We are seeing improvement across Zendesk services. We continue to monitor & will provide an update in 30 minutes.
12:17 UTC | 05:17 PT
We are still investigating service disruption across all pods caused by External DNS providers.
12:00 UTC | 05:00 PT
This incident is impacting incoming messages and phone calls to Zendesk support. We will provide further information ASAP.
11:56 UTC | 04:56 PT
We continue to investigate problems with accessing multiple Zendesk services.
11:41 UTC | 04:41 PT
We are investigating issues with help center & voice. We will provide further details shortly.
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. We mitigated the impact by switching to our backup 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 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.