On July, 30 2021, at approximately 17:00 UTC through 1:26 UTC, July 31, 2021, the Zendesk Service connection was not available across all customer accounts.
During manual operations intended to fix invalid data in the Zendesk Service database, account mappings were accidentally cleared from the database. Because of that, customers were not able to see their previously connected Zendesk accounts.
To fix the issue we restored the database using a snapshot. After that, the service returned to a stable state.
Monitoring Improvements: We are adding additional monitoring to the Zendesk Service to further reduce the Mean-Time-To-Acknowledge (MTTA).
We’d like to apologize for the impact that this had on our customers. If you have any further questions, please reach out to firstname.lastname@example.org with these questions.