18:30 UTC | 10:30 PT
Side Conversations in Support were briefly impacted on pods 14 and 19. The issue has been resolved. If you notice any issues, please reach out to us.
On January 3, 2019, we received reports of Side Conversations not loading in Zendesk Support for customers on pods 14 and 19.
This incident was caused by a bug in third-party service discovery software. Following a routine restart of a Zendesk production service, a bug in the software we're using resulted in a datastore dropping a required configuration. This led to the Side Conversations feature being disconnected from the datastore, appearing as "temporarily unavailable" to Zendesk Support agents. To resolve the issue, our team manually reconfigured the service.
To prevent this issue from occurring in the future, we are introducing new monitoring and improvements to configuration replication while working on replacing the existing service in the near-term.
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.