17:26 UTC | 10:26 PT
We have resolved the chat disconnection issue that we were experiencing.
15:16 UTC | 08:16 PT
Customers chatting with Zendesk Support on support.zendesk.com may experience intermittent connectivity issues. We are investigating the issue.
A spike in chat visitors on support.zendesk.com caused the Chat backend to reach it's max visitor count, which caused performance issues, resulting in agents being disconnected from active chat sessions with visitors. This increase in visitor sessions was due to the Web Widget initializing chat sessions for all support.zendesk.com visitors.
In order to solve the immediate problem of an overload in registered Chat sessions the Chat feature was disabled for support.zendesk.com. This stopped the Widget from initialzing chat sessions on support.zendesk.com.
Further work was done to ensure that the Widget would not boot up with it's normal functionality in cases where it had not been explicitly embedded and was only required for embeddable products. We have already deployed code fixes in order to prevent this from happening again 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.