Understanding high load-related announcement banners in the Chat dashboard

If your Zendesk Chat account experiences high surges of traffic during the year (on Black Friday, for example), Zendesk may have to temporarily disable some of your product features to ensure service availability and account protection.

Disabling these features does not affect your ability to continue conversations with customers currently chatting with you. Features are restored when the CPU usage falls back under a safe threshold.

When Zendesk needs to disable one or more product features, an informational banner appears on your Chat dashboard. The following list describes the banners, and what it means when they appear on your dashboard:

• Chats are still getting served normally, but we’ve temporarily stopped updating queue position on the widgets due to high traffic

  All agent-side features are still working fully. Visitor chats are getting served normally, but we’ve stopped displaying “queue position” information in the visitor’s widgets to save the system resource for other crucial features.

• High load dashboard has been automatically turned on due to surge in traffic

  All visitor-side features are still working fully. We’ve temporarily turned-on High-load dashboard to save the system resource for other crucial features. When High-load dashboard is turned on, we’ll stop showing agents real-time visitor activities in the visitor list. Still, all visitor activities and chats are stored safely in the account and will be viewable in the visitor list and account analytics when High-load dashboard is turned off.

• Due to high chat volume, we’ve turned on offline contact form to collect new site-visitor enquiries

  Due to high CPU consumption, we’ve temporarily disabled new incoming chats to secure service stability for ongoing chats. All currently served chats are working normally and new site-visitor enquiries are being captured by offline contact form in the widget. Live chat service will be reopened to all visitors when the CPU usage falls back under the account’s safe load threshold.

• Due to high traffic on your site, we’ve temporarily disabled page view events and new incoming chats. Visitors that are currently chatting will still get served

  Due to high CPU consumption, we’ve temporarily disabled new incoming chats and new page view events to secure service stability for ongoing chats. All currently served chats are working normally. Live chat service and real-time page view event logging will be reopened for all visitors when the CPU usage falls back under the account’s safety threshold.

If you see one of these banners and believe the action was taken mistakenly, or if you have any questions or concerns, please do not hesitate to reach out to your Zendesk account executive or contact Zendesk Customer Support.