Scheduled Maintenance - May 21, 2023 | Chat, Support (Agent Workspace - Messaging)

Zendesk will perform critical maintenance which will impact performance for all Chat and Support (Agent Workspace - Messaging) customers on May 21, 2023, during the times listed below.

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

Customers Affected: Customers using Chat and Support (Agent Workspace - Messaging only) will experience a maximum service disruption of 60 minutes at some time within this 90-minute maintenance window.

Please refer to the Expected Behaviour section below for more information.

Important: Customers who are impacted by this maintenance will receive a system banner in the Support and Chat interface from May 8, 2023 notifying them of this maintenance window. Only customers who receive this banner are impacted by this maintenance:

Date	Pods	Start Time	End Time
May 21, 2023	All pods	07:00 UTC / 00:00 PDT	08:30 UTC / 01:30 PDT

Expected behavior:

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.
• Agents will not be able to respond to the messaging tickets during the maintenance window.

After the maintenance window

• All Chat, Support (Agent Workspace - 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 Zendesk Chat team is upgrading our database clusters for increased reliability, security and performance.