Zendesk will perform critical maintenance which will impact performance for Chat and Messaging customers on April 18, 2021 UTC, during the times listed below.
Date |
Pod |
Start Time |
End Time |
April 18, 2021 UTC |
All |
02:00 UTC |
03:00 UTC |
Customers Affected: Zendesk Chat and Messaging customers on all Pods will experience a maximum service disruption of 45 minutes at some time within the 1 hour maintenance window.
Affected products: Chat, Messaging
Expected behavior:
-
During the maintenance window
-
Chat
- No new chat sessions can be created. Ongoing chats will be disconnected for both agents and visitors
- Chat dashboard will be accessible but most of the functionality will be unavailable
-
Messaging
-
Agents will not be able to send and receive messages during the maintenance window.
-
-
Chat
-
After the maintenance window
- All Chat and Messaging functionality will be restored to normal.
- Any messages sent by an end user on social , web / mobile SDK or Sunshine Conversations SDK will be received by the agent at the end of maintenance window.
What will happen to our Chat Widget during this maintenance?
- If you are currently using the Web Widget, and other channels outside of Chat are enabled for use (contact form, help center, Answer Bot, etc.), the widget will remain visible on your site through the maintenance window serving those functions besides Chat. Once the maintenance window is over and agents are logged into Zendesk Chat, the Web Widget will show the chat function as available again on the Web Widget.
- If you are using an older version of the legacy Chat Standalone Widget - the widget will not load and be considered offline.
Why we're doing this:
- The core Chat servers will be restarted after several updates to improve security and reliability of the Chat service and to maintain compliance.
- If any issues are identified while patching the servers, the process will halt and Chat services will be brought back online. We will then work to schedule a new maintenance window to continue as needed.