On May 10, 2023 from 13:51 UTC to 15:06 UTC, Chat customers in South America, using this product via Agent Workspace, experienced issues with connecting to chat and agents not being able to go online.
14:58 UTC | 07:58 PT
We are currently investigating reports of customers experiencing chat disconnections and agents unable to connect in Brazil. We will follow up with more information shortly.
15:11 UTC | 08:11 PT
Our CDN provider has implemented a fix and we are beginning to see improvement in chat disconnections for agents in Brazil. Please let us know if you continue to experience any issues.
Root Cause Analysis
This incident was caused by our CDN’s transit provider which experienced an outage in the South America Region.
To fix this issue, our provider performed manual rerouting traffic to functional ISPs in order to help stabilize the situation before their transit provider fully fixed the outage on their end.
- Zendesk: Improve existing alerts to capture disconnection spikes.
- CDN provider: Any other remediations to be done by them directly.
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.