18:44 UTC | 11:44 PT
We're happy to report that the issue causing Chat transcripts to be delayed is now resolved and all transcripts have been processed. If you're still experiencing issues with Chat transcripts, please reach out to us.
18:30 UTC | 11:30 PT
We are continuing to process the backlog of delayed Chat transcripts. We'll continue to monitor the situation and update again once processing is complete.
17:47 UTC | 10:47 PT
The issue causing processing delays with Chat transcripts has been identified and we are starting to recover. Chat transcript processing delays are expected during this period. Our next update will be in 30 minutes or when all Chat transcripts are processed, if sooner.
17:12 UTC | 10:12 PT
Our team has identified the root cause of the delays with Chat transcripts. The team is now working to remediate this issue.
16:46 UTC | 09:46 PT
Our team is currently investigating delays with Chat transcripts being emailed out and added to the History section
On May 23, 2019, at 14:29 UTC (7:29 AM PT), we started receiving reports of delays with chat sessions appearing in the Zendesk Chat History/Dashboard screen.
This incident was caused by an issue with third-party asynchronous task processing software that caused a task processing host to become unavailable. This led to reduced processing capacity resulting in delays displaying chats 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, our team has taken the following steps:
- Scheduled improved alerting at a critical priority.
- Scheduled an upgrade of our task processing software at a critical priority.
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.