On July 25, 2021 from 12:05 UTC to 15:35 UTC, customers on the Zendesk Chat iOS platform were not receiving push notifications.
14:10 UTC | 07:10 PT
We are investigating Chat iOS push notifications not being delivered. Investigation is underway.
14:37 UTC | 07:37 PT
We have identified the cause of the Chat iOS push notifications not being delivered, and our team is working on a resolution. Please note, missed/undelivered notifications will not be resent once this issue has been resolved.
15:08 UTC | 08:08 PT
Our team is still working to reestablish chat iOS notifications. We will keep posting updates.
15:45 UTC | 08:45 PT
We have resolved the issue impacting push notifications in Chat on iOS.
Root Cause Analysis
This incident was caused by an expired Zendesk Chat App certificate for iOS.
To fix this issue, a new certificate was generated and recovery was observed soon after.
- Document chat push certificate renewal process [Scheduled]
- Implement a process for monitoring the expiry of the iOS chat app certificate, and generate new certificates on time. [Scheduled]
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.