On May 17, 2021 from 13:35 UTC to 15:23 UTC, Agent Workspace (Support) customer agents experienced delays when accepting chats. This presented itself as a delayed pop up of the serve chat button on Agent Workspace accounts.
14:51 UTC | 07:51 PT
We are currently investigating a delay affecting agents' ability to serve incoming chats on Agent Workspace. More to follow.
15:07 UTC | 08:07 PT
The delays impacting agents accepting chats within Agent Workspace are coming back down to expected levels. Our team is continuing to monitor this behavior.
15:53 UTC | 08:53 PT
The latency for accepting chats within Agent Workspace should no longer be present. Please let us know if you're still seeing this issue or if accepting chats is now working as expected.
Root Cause Analysis
This incident was caused by an unhealthy router service responsible for chats. This caused the latency in chat routing.
To fix this issue, we had to redeploy the affected router service. Recovery was observed thereafter.
- Improve naming conventions to allow for easier access to reporting for quicker responses [Done]
- More efficient backlog processing when services resume normal operations [In Review]
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.