Zendesk will perform scheduled database maintenance between September 26 to October 21, 2024, as part of a crucial version upgrade to the "AWS Aurora" software. This upgrade will enhance the underlying databases of our services that support essential Chat and Messaging functionalities, impacting database clusters across all Zendesk Pods associated with Chat and Messaging through the Agent Workspace (Support) during the specified dates, with various Pods affected at the designated times outlined below.
Affected products: Chat and Messaging through Agent Workspace (Support)
Date | POD | Start Time | End Time |
Thu - September 26 | 26 | 01:00 UTC / 18:00 PST (Sep 25) |
02:00 UTC / 19:00 PST (Sep 25) |
Wed - October 2 | 18, 29 | 01:00 UTC / 18:00 PST (Oct 1) |
02:00 UTC / 19:00 PST (Oct 1) |
Mon - October 7 | 17, 28, 31 | 01:00 UTC / 18:00 PST (Oct 6) |
02:15 UTC / 19:00 PST (Oct 6) |
Wed - October 9 | 13, 19, 23 | 08:00 UTC / 01:00 PST |
09:00 UTC / 02:00 PST |
Fri - October 11 | 30 | 01:00 UTC / 18:00 PST (Oct 10) |
02:00 UTC / 19:00 PST (Oct 10) |
Sat - October 12 |
25 |
22:00 UTC / |
23:00 UTC / |
Mon - October 14 | 20, 27 | 08:00 UTC / 01:00 PST |
09:00 UTC / 02:00 PST |
Mon - October 14 | 15 | 10:00 UTC / 03:00 PST |
11:00 UTC / 04:00 PST |
Mon - October 21 (Note) | All Pods | 01:00 UTC / 18:00 PST (Oct 20) |
02:00 UTC / 19:00 PST (Oct 20) |
Expected behavior:
Customers using Zendesk Chat and Messaging through Agent Workspace (Support) on the Pods listed above will experience intermittent errors or performance degradation within the corresponding maintenance window. This includes:
- Customers using Messaging, Web/Mobile Messaging and SunCo SDK with Agent Workspace will have a degraded experience such as delayed message delivery.
- Ongoing live chat conversations will not be disrupted.
- Chat dashboard will be accessible but most of the admin functionality will be unavailable.
- Completed chats will take longer to appear on the dashboard.
- Agents will not be able to respond to the messaging tickets during the maintenance window.
What do customers have to do?
Customers are not required to take any action. However, it is recommended that they establish a maintenance information banner for their end-users, indicating potential delays and other anticipated behaviors that may occur when responding to inquiries during the designated maintenance window date and time.
Why we're doing this:
From time to time, Zendesk needs to perform upgrades to underlying database technologies used to power its services. These upgrades are necessary to ensure performance, security and reliability.
Note: The conclusion date for this maintenance is established for October 21 to provide an opportunity for any required modifications or adjustments following the final scheduled window on October 14; however, such adjustments may not be necessary. This date serves as a precautionary placeholder.
2 comments
Dan Beirouty
Due to unexpected issues encountered during our maintenance today for Pods 17, 28 and 31, the window will be extended by 15 minutes to complete the work. Impact will remain as a maximum of 10 minutes sometime within the window.
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Dan Beirouty
The maintenance window for October 21 is no longer required and has been cancelled. Thanks for your patience while we undertook this work.
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