On March 21, 2022 from 01:57 UTC to 02:23 UTC, Chat and Messaging customers on POD 25 experienced a delay in ticket creation for these channels.
03:00 UTC | 20:00 PT
Between 01:57 UTC and 02:23 UTC we detected increased latency in Chat/Messaging ticket creations on Pod 25 for some Support (Agent Workspace) customers. The issue is now resolved and latency should be dropping if it is not already back to normal. We apologize for the inconvenience this issue may have caused.
Root Cause Analysis
The service that manages the creation of chat and message tickets could not communicate with our backend server.
To fix this issue, the affected service was killed and restarted. Recovery was observed thereafter.
Implementing a change to how our back end processes handle their connection to our chat/message ticket service. [Scheduled]
FOR MORE INFORMATION
For current system status information about your Zendesk, check out our system status page. 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 via ZBot Messaging within the Widget.