Zendesk will perform critical maintenance which will impact performance for a subset of Chat and Support (Agent Workspace - Messaging & Chat) customers on March 17, 2024, during the time listed below.
Affected products: Chat, Support (Chat & Messaging in Agent Workspace), Web/Mobile Messaging and SunCo SDK
Customers Affected: A subset of customers using Chat and Support (Agent Workspace - Messaging & Chat) will experience a maximum service disruption of 60 minutes at some time within this 90-minute maintenance window. Please refer to the Expected behavior section below for more information.
Important: The subset of customers who are impacted by this maintenance will receive a system banner in the Support and Chat interface from March 1, 2024 notifying them of this maintenance window. Only Owner and Admins of accounts who receive this banner are impacted by this maintenance.
Date | Pods | Start Time | End Time |
Sunday - March 17, 2024 | 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*.
- New chat sessions can not 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.
-
More specifically:
- - They might see
Failed to load composer
and will not be able to respond - - Or if the agents already have the ticket open and they are disconnected afterwards:
- -> They should see a
Resend
button when they try sending messages
-
Note: this message will be gone if the agent closes/refreshes the page — if they are reconnected while still having the page open, they could click
Resend
to resend the message.
- - They might see
-
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 will be considered offline.
- Chat Mobile SDK and Web SDK will appear offline and will fail to connect.
- Tickets for social/native messaging (non-OCB) would not get created during the maintenance but should be created after the maintenance is over.
- Customers can continue to reply to emails, and ticket related APIs will continue to work as usual.
Why we're doing this: The Zendesk Chat team is working on space optimization on database clusters, applying security patches for increased reliability, security and performance.
1 comment
Jessica G.
The article has been updated with additional details on impact.
And further details added on March 7.
0