Zendesk Talk Service Incident December 15, 2023
What happened during the Zendesk Talk service incident on December 15, 2023?
On December 15, 2023, Zendesk experienced a service incident affecting Talk features. Between 14:10 and 15:30 UTC, customers reported issues such as dropped calls, difficulties picking up calls, and problems with placing calls on hold or making outbound calls. These issues were linked to a problem with Zendesk's Talk service provider, which led to a temporary degradation of service.
The incident was caused by autoscaling failures on the Talk service provider's end, which triggered a transition into Radarless Mode in Zendesk's Call Console. This mode is activated in response to poor network connectivity. The service provider later updated their voice processing fleet to resolve the issue. For more details, you can check the originalZendesk help article.
More related questions
How did Zendesk resolve the Talk service incident on December 15, 2023?
The resolution of the Zendesk Talk service incident on December 15, 2023, involved actions from the Talk service provider. They updated their voice processing fleet to use the latest configurations, which helped circumvent the incompatibility with…
What was the root cause of the Zendesk Talk service incident on December 15, 2023?
The root cause of the Zendesk Talk service incident on December 15, 2023, was an issue with the Talk service provider's autoscaling. This problem led to a transition into Radarless Mode in Zendesk's Call Console, which is activated in response to…
What steps is Zendesk taking to prevent future Talk service incidents?
To prevent future Talk service incidents, Zendesk is implementing several remediation items. These include displaying an error message in the Call Console if the Talk service provider connection is not active and improving current error messages…
How did Zendesk communicate updates during the Talk service incident?
During the Talk service incident on December 15, 2023, Zendesk communicated updates through a series of posts. The first update was at 16:33 UTC, acknowledging the issue and stating that they were investigating reports of dropped calls and feature…
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