11:34 UTC | 03:34 PT
The Help Center and search service issues impacting accounts on Pod 3 have been resolved.
11:00 UTC | 03:00 PT
Help Center and search services have improved on Pod 3 after action taken by our Operations team to mitigate reported issues
10:30 UTC | 02:30 PT
Our Operations team have found the root cause of search and help center issue for POD3 and is working on a fix. Thank you for your patience!
10:05 UTC | 02:05 PT
We are investigating reports of issues with Help Center and search on Pod 3 accounts. More info to follow.
During this incident customers experienced intermittent failed Searches in Help Center, Agent Interface and API results in Support. This incident was caused by a performance problem in a single server in the Elasticsearch Cluster on Pod 3. Investigation into the root cause is still ongoing. To resolve this performance problem, we stopped the cluster auto-rebalancing features and restarted the Elasticsearch services on the problem server.
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.