Zendesk will perform critical maintenance which will impact performance for some Chat and Support (Agent Workspace - Messaging and Omnichannel Routing) customers on multiple days in June, 2023, during the times listed below.
Affected products: Chat, Support (Messaging and Omnichannel Routing in Agent Workspace), Web/Mobile Messaging and SunCo SDK
- Customers using Chat and Support (Agent Workspace - Messaging only) will experience a maximum service disruption of 60 minutes during this maintenance window.
- Customers who are using Omnichannel Routing in Support will experience a maximum service disruption of 3 minutes during this maintenance window.
- Note: Support (Agent Workspace) customers that have Messaging and Omnichannel Routing enabled may experience a cumulative service disruption of 63 minutes for those features during the maintenance window.
Please refer to the Expected Behaviour section below for more information.
| Date | Pods | Start time | End time |
|
Jun 7, 2023 (Jun 6, 2023 PDT) |
26  |
02:00 UTC (19:00 PDT) |
03:00 UTC (20:00 PDT) |
|
Jun 11, 2023 |
13, 19 |
07:00 UTC (00:00 PDT) |
08:00 UTC (01:00 PDT) |
|
Jun 11, 2023 |
20, 23 |
08:30 UTC (01:30 PDT) |
09:30 UTC (02:30 PDT) |
|
Jun 11, 2023 |
27 |
10:00 UTC (03:00 PDT) |
11:00 UTC (04:00 PDT) |
|
Jun 18, 2023 (Jun 17, 2023 PDT) |
17, 18 |
02:00 UTC (19:00 PDT) |
03:00 UTC (20:00 PDT) |
|
Jun 18, 2023 |
28, 29 |
03:30 UTC (20:30 PDT) |
04:30 UTC (21:30 PDT) |
|
Jun 18, 2023 |
15, 25 |
05:00 UTC (22:00 PDT) |
06:00 UTC (23:00 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.
- 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.
- Customers using Support with Omnichannel Routing will have a degraded experience.
- Omnichannel Routing customers will not be able to change agent status through API or unified state switcher. There will also be delays in ticket routing during the window.
After the maintenance window
- All Chat, Support (Agent Workspace - Messaging and Omnichannel Routing), 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.
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