16:22 UTC | 09:22 PT
We've identified the root cause of the issue and mitigated the performance degradation affecting some POD4 accounts. If you are experiencing any issues, please let us know.
15:35 UTC | 08:35 PT
We’ve mitigated the performance degradation affecting some POD4 accounts. We are continuing to look into the root cause and will update here when we have the all clear.
14:26 UTC | 07:26 PT
Our Operations team are working to mitigate the cause of the issue that is affecting some customers on POD4. The next update will be in 1 hour.
13:13 UTC | 06:13 PT
The investigations of the issue affecting some customers on POD4 are still ongoing. Thank you for your patience.
12:13 UTC | 05:13 PT
Our Operations team continue to investigate the cause of the issue that is affecting some customers on POD4. The next update will be in 1 hour.
11:15 UTC | 04:15 PT
We have now identified a potential cause of the issue affecting some customers on POD4 and continue to work towards a resolution. Next update in 1 hour.
10:13 UTC | 03:13 PT
Investigation is ongoing for the issues impacting Zendesk for some customers on POD4. Next update in 1 hour.
09:33 UTC | 02:33 PT
We continue to investigate the issues impacting Zendesk for some customers on POD4. Thank you for your patience.
09:15 UTC | 02:15 PT
Some customers on Pod 4 may experience issues accessing Zendesk. We are currently working to identify the issue and will provide an update shortly.
On the 15th of July 2018 At 4:23UTC we started getting reports of accounts not being available to some customers located in certain areas of the United States.
Investigation has shown that this was due to a misconfiguration in our internal security system that was blocking legitimate traffic passing through our DDoS and abuse protection system, thinking it was a security threat.
In order to mitigate the issue, the DDoS and abuse protection system has been temporarily disabled while we reconfigured our internal security system.
The DDoS and abuse protection system was then re-enabled alongside with our internal security system reconfigured and access been fully restored.
To avoid this specific scenario in the future we are adding additional monitoring on the network layer to increase visibility on our end.
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.