SUMMARY
On July 28, 2024 from 23:45 UTC to July 29, 2024 01:27 UTC, Talk customers in the AU and NZ region experienced issues with agents not being able to hear their customers during calls.
Timeline
July 29, 2024 12:04 AM UTC | July 28, 2024 05:04 PM PT
We are aware of customers experiencing issues with their agents being unable to hear their end users during calls. Our Talk partner has acknowledged a problem at their end and are troubleshooting. We will provide another update as soon as we have more to share.
July 29, 2024 12:42 AM UTC | July 28, 2024 05:42 PM PT
Our Talk partner is currently investigating issues with missing audio in calls in the AU region. Next update will be provided when more information becomes available to us. Many thanks for your patience in the meantime.
July 29, 2024 01:04 AM UTC | July 28, 2024 06:04 PM PT
Our Talk partner is continuing to investigate issues with Talk experiencing one way audio which impacts customers in the AU and NZ region. Next update when more information is available.
July 29, 2024 02:21 AM UTC | July 28, 2024 07:21 PM PT
Our Talk partner is reporting recovery with the one way audio issue. Please review this for your account at your convenience. Next update when we have more to share.
July 29, 2024 02:52 AM UTC | July 28, 2024 07:52 PM PT
We have confirmation from our Talk partner that the issue causing one-way audio problems in the AU and NZ region has been fully resolved. Many thanks for your patience and understanding.
POST-MORTEM
Root Cause Analysis
This incident was caused by a network disruption at our Talk service provider’s end. This resulted in an internal communication system where users may have been directed to different parts of the system, not being able to interact within the same call.
Resolution
Once our service partner restored the network connectivity and addressed the cause of the issue, recovery was confirmed.
Remediation Items
- Implementing additional alerts to notify our team for similar audio issue related scenarios [Scheduled]
FOR MORE INFORMATION
For current system status information about your Zendesk, check out our system 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, contact Zendesk customer support.
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