16:24 UTC | 07:24 PT
We are happy to advise that the issues affecting Pod 13 have been resolved.
14:34 UTC | 06:34 PT
Customers on Pod 13 may experience a degraded service when using some of our products. We are investigating.
During this incident, slow database queries on Zendesk Guide caused customers to experience issues with Zendesk Support, Talk, Guide, and email processing on POD 13. Our DBA team executed query killers to stop the slow queries on Zendesk Guide and DB performance improved after the slow queries were stopped. Additionally, we rolled back a code deploy suspected to be the root cause of the slow queries. Once the deploy was rolled back, performance returned to normal. In order to prevent this from happening again in the future, we have rolled back the change that caused the issue and we will also be adding additional DB capacity.
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.