Scheduled Maintenance - November 14, 2021 - Chat Maintenance

Zendesk will perform critical maintenance which will impact performance for Chat and Agent Workspace customers on November 14, 2021, UTC, during the times listed below.

Date	POD	Start Time	End Time
November 14, 2021 UTC November 13, 2021 PST	All All	02:00 UTC 18:00 PST	03:00 UTC 19:00 PST

Customers Affected: Zendesk Chat and Agent Workspace 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, Agent Workspace, Social Messaging, Web/Mobile Messaging, and SunCo SDK

Expected behavior:
During the maintenance window

• 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.

• Agents will not be able to respond to the messaging tickets during the maintenance window.

• Customers using Social Messaging, Web/Mobile Messaging and SunCo SDK with Agent Workspace will have a degraded experience.

Please note: 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.

After the maintenance window

• All Chat, Agent Workspace, and Customers using Social Messaging, Web/Mobile Messaging, and SunCo SDK functionality will be restored to normal.

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:

• We are making several updates to improve the security and reliability of Chat services, and to maintain compliance.