Scheduled Maintenance - January 29, 2023 - All Pods - Chat & Messaging Reliability Maintenance

Zendesk will perform critical maintenance which will impact performance for Chat and Agent Workspace customers as per the timing listed in the table below.

Affected products: Chat, Messaging in Agent Workspace, Web/Mobile Messaging and SunCo SDK

Important: Customers who are impacted by this maintenance will receive a system banner in the Support and Chat interface starting on December 16, 2022 notifying them of this maintenance window. Only customers who receive this banner are impacted by this maintenance. This will not affect your account if you were impacted during the previous Maintenance held on August 14 and 21, 2022.

Customers Affected: Customers using Zendesk Chat and Chat/Messaging through Agent Workspace will experience a maximum service disruption of 60 minutes during this maintenance window.  Please refer to the Expected Behaviour section below for more information.

Date	POD	Start Time	End Time
Sun, Jan 29, 2023	All Pods	02:00 UTC / 18:00 PST (Jan 28)	03:00 UTC / 19:00 PST (Jan 28)

Expected behaviour:

During the maintenance window

• Customers using Messaging, Web/Mobile Messaging and SunCo SDK with Agent Workspace will have a degraded experience.
• No new chat sessions can be created. Ongoing chats will be disconnected for both agents and visitors.
• Chat dashboard will be accessible but most of the functionality will be unavailable.
• Agents will not be able to respond to the messaging tickets during the maintenance window.

After the maintenance window

• All Chat, Agent Workspace and Customers using Messaging, Web/Mobile Messaging and SunCo SDK functionality will be restored to normal.

What will happen to our Chat Widget/Mobile SDK/Web SDK during this maintenance?

• If you are currently using the Widget with Messaging enabled, all channels are available for use. However, Agents will only receive messages sent during the maintenance after the window is over. Customers are recommended to redirect customers to contact form, help center, Answer Bot, etc. to ensure end users can expect to reach Agents in a timely manner when they do interact with the Widget.
• If you are currently using the Web Widget (Classic), and other channels outside of Chat are enabled for use (contact form, help center, Answer Bot, etc.), the widget will remain visible on your site through the maintenance window serving those functions besides Chat. Once the maintenance window is over and agents are logged into Zendesk Chat, the Web Widget (Classic) will show the Chat channel as available again.
• If you are using an older version of the legacy Chat Standalone Widget - the widget will not load and be considered offline.
• Chat Mobile SDK and Web SDK will appear offline and will fail to connect.

Why we're doing this:

• The core Chat servers will be restarted after several updates to improve security and reliability of the Chat service and to maintain compliance.
• If any issues are identified while patching the servers, the process will halt and Chat services will be brought back online. We will then work to schedule a new maintenance window to continue as needed.