Scheduled Maintenance - May 2023 | Multiple Pods - Database Upgrade

Important Emergency Maintenance Schedule Change for customers on Pods 15, 18, 19 and 25. (Updated April 25, 2023)

Due to unforeseen circumstances, Zendesk has rescheduled the critical database maintenance for the following customers on pods 15, 18, 19, and 25. All other customers on other pods remain on their originally scheduled maintenance dates listed in the "Final Schedule - all pods" table at the bottom of this page. For customers on pods 15,18,19 and 25 with rescheduled dates, please find a summary of the changes below.

Date Changes

Pod 15 - Previously Friday May 9, brought forward to Tuesday May 5
Pod 25 - Previously Wednesday May 10, postponed until Tuesday May 23
Pod 19 - Previously Thursday May 11, postponed Tuesday May 30
Pod 18 - Previously Thursday May 11, postponed Tuesday May 30

Previous or New Date	Date	Pod
Previous Date	Tue, May 9, 2023	15	START: 10:00 AM PT / 17:00 UTC END: 4:00 PM PT / 23:00 UTC
New Date	Fri, May 5, 2023	15	START: 10:00 AM PT / 17:00 UTC END: 4:00 PM PT / 23:00 UTC
Previous Date	Wed, May 10, 2023	25	START: 10:00 AM PT / 17:00 UTC END: 4:00 PM PT / 23:00 UTC
New Date	Tue, May 23, 2023	25	START: 10:00 AM PT / 17:00 UTC END: 4:00 PM PT / 23:00 UTC
Previous Date	Thu, May 11, 2023	19	START: 00:00 AM PT / 7:00 UTC END: 5:00 AM PT / 12:00 UTC
New Date	Tue, May 30, 2023	19	START: 00:00 AM PT / 7:00 UTC END: 5:00 AM PT / 12:00 UTC
Previous Date	Thu, May 11, 2023	18	START: 1:00 PM PT / 20:00 UTC END: 5:00 PM PT / May 12, 2023 00:00 UTC
New Date	Tue, May 30, 2023	18	START: 1:00 PM PT / 20:00 UTC END: 5:00 PM PT / May 31, 2023 00:00 UTC

Summary - (Updated April 25, 2023 to reflect schedule changes)

Zendesk will perform critical maintenance to its database, which will impact performance for customers, starting in May, on the dates and times listed below. We will inform you if anything changes due to unforeseen events. Customers will have two maintenance windows in this schedule, one maintenance on their specific Pod cluster on the scheduled date between May 2 and May 30 (PST) and one maintenance for all customers on May 20, 2023.

Affected products: Support, Guide, and Talk, as well as Agent Workspace Chat (customers not using Agent Workspace will not experience maintenance on the Chat product).

Important: Only customers on Pod 26 from different Clusters, who are impacted by this maintenance on different dates, will receive a system banner in the Support interface starting on April 24, 2023, notifying them of their respective maintenance window. 

Customers Affected: Zendesk Support, Guide, Talk and Chat in Agent Workspace customers will experience a brief service disruption of 2 minutes or less at some time within their Pod's relevant maintenance window.

Final Schedule - All Pods (Updated April 25, 2023 to reflect schedule changes)

Date	Pod	Clusters	Time
Tue, May 2, 2023	26	26.4	START: 6:00 PM PT / Wed, May 3, 2023 1:00 UTC END: 9:00 PM PT / Wed, May 3, 2023 4:00 UTC
Wed, May 3, 2023		26.1 through 26.3	START: 6:00 PM PT / Thu, May 4, 2023 1:00 UTC END: 9:00 PM PT / Thu, May 4, 2023 4:00 UTC
Fri, May 5, 2023	15	All Pod 15 clusters	START: 10:00 AM PT / 17:00 UTC END: 4:00 PM PT / 23:00 UTC
Tue, May 16, 2023	13	All Pod 13 clusters	START: 00:00 AM PT / 7:00 UTC END: 5:00 AM PT / 12:00 UTC
Tue, May 16, 2023	17	All Pod 17 clusters	START: 1:00 PM PT / 20:00 UTC END: 5:00 PM PT / May 17, 2023 00:00 UTC
Wed, May 17, 2023	23	All Pod 23 clusters	START: 00:00 AM PT / 7:00 UTC END: 5:00 AM PT / 12:00 UTC
Wed, May 17, 2023	29	All Pod 29 clusters	START: 1:00 PM PT / 20:00 UTC END: 5:00 PM PT / May 18, 2023 00:00 UTC
Thu, May 18, 2023	20	All Pod 20 clusters	START: 00:00 AM PT / 7:00 UTC END: 5:00 AM PT / 12:00 UTC
Thu, May 18, 2023	28	All Pod 28 clusters	START: 1:00 PM PT / 20:00 UTC END: 5:00 PM PT / May 19, 2023 00:00 UTC
Fri, May 19, 2023	27	All Pod 27 clusters	START: 00:00 AM PT / 7:00 UTC END: 5:00 AM PT / 12:00 UTC
Sat, May 20, 2023	All PODs	All clusters	START: 9:00 AM PT / 16:00 UTC END: 2:00 PM PT / 21:00 UTC
Tue, May 23, 2023	25	All Pod 25 clusters	START: 10:00 AM PT / 17:00 UTC END: 4:00 PM PT / 23:00 UTC
Tue, May 30, 2023	19	All Pod 19 clusters	START: 00:00 AM PT / 7:00 UTC END: 5:00 AM PT / 12:00 UTC
Tue, May 30, 2023	18	All Pod 18 clusters	START: 1:00 PM PT / 20:00 UTC END: 5:00 PM PT / May 31, 2023 00:00 UTC

Expected behavior: The Support and Guide interfaces will be unreachable during the 2 minutes of downtime at some point in the maintenance window, and agents may experience issues such as green screens, sluggish response times, issues bulk updating tickets, refreshing ticket views, as well as Talk dropped calls.

This also affects Chat in Agent Workspace environment, where tickets will not be created straight away but will automatically create backup tickets from the chat backend thereafter. 

Please note: backend processes will still occur without issue, so you can expect email processes, API requests, and other such requests to function properly during these maintenance windows.

Why we're doing this: The Zendesk Database Administration team is upgrading our databases for increased reliability and performance. 

We have carefully chosen the dates for each Pod based on account traffic review. We will try our best to start as early as possible within the windows in order to get the maintenance done as fast and smoothly as feasible.