Summary

On December 14, 2022 from 16:03 UTC to 17:53 UTC, Zendesk Talk customers on Pods 19 and 23 encountered Talk application errors in Support as a result of call failures.

Timeline

Root Cause Analysis

This incident was caused by a spike in outbound call traffic in our service provider’s infrastructure, which triggered a failure in autoscaling on their shared call routing infrastructure.

Resolution

To fix this issue, our service provider manually increased capacity by scaling up the affected infrastructure.

Remediation Items

1. [Service provider] Increased capacity headroom and reconfigured autoscaling features.
2. [Service provider] Monitoring and alerting improvements scheduled.
3. [Zendesk] Reviewed time taken to alert service provider.
4. [Zendesk] Update runbooks to improve partner issue investigation.

FOR MORE INFORMATION

For current system status information about your Zendesk, check out oursystem status page. 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 via ZBot Messaging within the Widget.