21:32 UTC | 13:32 PT
We're happy to report that the chat history issue has been resolved, and all chats have been backfilled. Chat histories should now be current and functioning normally.
19:30 UTC | 11:30 PT
The issue causing new chats to fail to appear in chat history has been identified. We're currently working to backfill chats to the chat history. This process will likely take several hours. We will provide an update later today.
18:50 UTC | 10:50 PT
Our team is still investigating the root-cause of new chats failing to display within the chat history. This appears to be an indexing issue, so chats should show up once the issue is resolved.
18:19 UTC | 10:19 PT
We’re continuing to investigate cases of new chats not appearing in the chat history for all Chat accounts. Tickets are still being created through the Support integration. We’ll post more information as it becomes available.
17:59 UTC | 09:59 PT
We're investigating reports of new chats failing to appear in chat history. We'll provide updates as we learn more.
On February 8, 2019 at 13:55 UTC / 05:55 PST, we started receiving reports of Chat History not appearing in the Chat Dashboard after chats had ended.
This incident was caused by an issue with third-party task processing software reducing task processing capacity, which led to our backend being unable to keep up with the pace of the tasks being queued. This led to a delay in chats showing up in Chat History. During the investigation, we restarted services which resulted in restored capacity, resumed task processing and restored Chat History.
To prevent this issue from occurring in the future, we have introduced additional monitoring and alerts while the third-party provider resolves the issue. We have also increased the priority of investigation into the third-party errors reported in this incident with the goal of adding further remediation items and identifying the (third-party) root cause.
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.