Service Incident Jan 8, 2024 - Frequently asked questions
Frequently asked questions
What happened during the Zendesk service incident on January 8, 2024?
On January 8, 2024, Zendesk experienced a service incident affecting Pods 13 and 20. From 17:38 to 17:56 UTC, customers faced latency, delays, and green screen errors when trying to load Support or tickets. The issue was due to network congestion…
How did Zendesk resolve the service incident on January 8, 2024?
Zendesk resolved the service incident on January 8, 2024, by rerouting traffic and collaborating with their CDN provider. The issue was caused by network congestion, and rerouting helped reduce errors significantly. The CDN provider implemented a…
What was the root cause of the Zendesk service incident on January 8, 2024?
The root cause of the Zendesk service incident on January 8, 2024, was network congestion experienced by the content delivery network (CDN) provider. This congestion affected multiple locations in the US, leading to latency and delays for customers…
What steps did Zendesk take to prevent future incidents like the one on January 8, 2024?
To prevent future incidents similar to the one on January 8, 2024, Zendesk is investigating an automatic failover response mechanism. This mechanism aims to activate in all geo-locations experiencing similar issues. Additionally, Zendesk is…
How can I find more information about Zendesk's system status?
For current system status information about Zendesk, you can check their system status page. This page provides updates on any ongoing issues and summaries of post-mortem investigations after incidents have ended. If you have additional questions…
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“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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