16:12 UTC | 09:12 PT
We are happy to confirm that issues on Pod 9 have been resolved. Post-mortem to follow.
15:53 UTC | 08:53 PT
We've confirmed the cause of dropped calls and updating tickets on Pod 9 and are working towards a fix. Will update shortly.
15:29 UTC | 08:29 PT
We are investigating reports of issues updating tickets and dropped calls on pod9. We will update shortly with more info.
During this incident customers experienced degraded performance around updating their tickets as well as being unable to connect to calls. This incident was caused by a scheduled change involving failing to a new Redis master. Reverting the change resolved the issue. Remediation effort includes improving monitoring to detect and address failovers more quickly.
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.