15:58 UTC | 08:58 PT
We are actively working to restore our ability to serve incoming chats to the Zendesk Support Team. Our agents are experiencing sporadic disconnections and dropped chats. We thank you for your patience.
13:38 UTC | 06:38 PT
Due to a high number of contacts, we are experiencing some issues with our own Chat Support service, that caused some or our customers reaching out to get disconnected. We are working on addressing this, sorry for the inconvenience.
During this incident, support.zendesk.com Chat agents were being disconnected from the Chat platform for minutes at a time during traffic peaks. The incident was caused by a rollout of the chat widget on support.zendesk.com and a Chat code change that exacerbated error rates during peak traffic times. Once the issue was identified, we rolled out a Chat configuration optimization to handle the increased traffic. In order to prevent this from happening again in the future, we’ve implemented an optimization to the chat configuration and will be improving our process for widget rollouts 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.