20:04 UTC | 13:04 PT
The underlying issue is fixed and we'll be working with affected customers toward resolution.
This incident started with a Twilio outage, but when Twilio recovered, some Voice agents were stuck in a corrupted state. This manifested as some agents being unable to receive inbound calls, and other agents appearing to be stuck in Call status. After investigation, it was determined that a known bug in our code caused the corrupted state. The incident was resolved after we provided the affected customers with some JS snippets to get them back into a normal state. The Voice team is working towards methods to address the known issue and mitigate this in the future.
FOR MORE INFORMATION
For current system status information about your Zendesk, check out our system status page. During an incident, you can also receive status updates by following @ZendeskOps on Twitter. 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.