On October 15, 2021 from 11:38 UTC to 12:12 UTC, customers may have experienced chats not surfacing in the Agent Workspace interface in Zendesk Support.
12:21 UTC | 05:21 PT
Our developer team is working on an issue causing chats not surfacing on the Agent Workspace interface for our customers on POD 18. Our system is now stable and we continue to monitor the situation.
12:51 UTC | 05:51 PT
We’re happy to report that the issues impacting chats delays or not showing on the Agent Workspace interface for our customers on POD 18 have been resolved. Thank you for your patience.
Root Cause Analysis
This incident was caused by a recent code deployment causing the application to not respond to the health check dashboards.
In this incident, the back end mechanisms we have in place allowed the issue to self heal, and recovery was observed soon after.
- Code review - more efficient resource management for better health check responses [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.