17:04 UTC | 10:04 PT
The issues regarding Side Conversations on Pod 14 accounts have now been resolved.
16:47 UTC | 09:47 PT
We are currently investigating reports of Side Conversations not loading on Pod 14 accounts. Our apologies for the inconvenience here.
Incident Duration: Fifteen Minutes
On October 4th, 2018 at 16:33 UTC / 9:33 AM PDT, our Operations monitoring started showing a database dedicated to the Side Conversation feature was timing out.
These timeouts resulted in Side Conversations not loading for the duration of the incident for the accounts on Pod 14 having this Add-On enabled.
This was due to a specific node in this database that got overloaded and momentarily stopped writing.
To resolve this, the node got flushed and restarted which fixed Side Conversation's availability on the short term.
In order to prevent this specific type of incident, additional database capacity in the impacted cluster has been added as well as improved monitoring and automated database repairs.
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.