On April 12, 2022 from 1:55 UTC to 1:57 UTC, Agent Workspace customers may have seen 502 errors and issues with chats being served to agents.
03:00 UTC | 20:00 PT
Between 01:55 and 01:57 UTC a small number of chats and messages were not served to agents for a small subset of customers using Agent Workspace in Support. These messages would have flowed through as missed chats after the visitor left. We apologize for this inconvenience today. A post-mortem will follow in due course.
Root Cause Analysis
This incident was caused by an unexpected surge in requests.
The affected service self-recovered after a short period of time.
- Improve handling for spikes in Agent Workspace and Chat requests.
- Optimize usage of endpoints that resulted in the spike.
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.