Zendesk will perform critical maintenance on multiple days in September 2022 during the times listed in this article that will impact performance for a subset of Messaging customers who opted in for Omnichannel Routing.
Expected behavior:
Customers on each Pod, who opted in for OCR (Omni-Channel Routing) will experience a degradation during the 60 - 90 minutes window. This includes:
- Messaging tickets won’t be routed to agents automatically.
- The “Accept” button won’t surface when there are new tasks. However, the agent can still pick up tickets from the unresolved tickets view.
Please note that backend processes will still occur without issue, so you can expect email processes, API requests, and other such requests to function properly during these maintenance windows.)
Customers Affected: The subset of customers on the Pods listed below will experience a maximum service degradation of 90 minutes within the maintenance window.
Date |
POD |
Start Time |
End Time |
Sep 19, 2022 |
Pod 26 |
07:00 UTC 00:00 PT |
08:00 UTC 01:00 PT |
Sep 19, 2022 |
Pod 27 |
08:00 UTC 01:00 PT |
09:00 UTC 02:00 PT |
Sep 19, 2022 |
Pod 15 |
16:30 UTC 09:30 PT |
17:30 UTC 10:30 PT |
Sep 19, 2022 |
Pod 25 |
17:30 UTC 10:30 PT |
18:30 UTC 11:30 PT |
Sep 20, 2022 |
Pod 18 |
00:30 UTC 17:30 PT (Sep 19) |
02:00 UTC 19:00 PT (Sep 19) |
Sep 25, 2022 |
Pod 28 |
01:30 UTC 18:30 PT (Sep 26) |
03:30 UTC 20:30 PT (Sep 26) |
Sep 20, 2022 |
Pod 19 |
06:30 UTC 23:30 PT (Sep 19) |
08:00 UTC 01:00 PT |
Sep 20, 2022 |
Pod 23 |
07:30 UTC 00:30 PT |
09:00 UTC 02:00 PT |
Sep 21, 2022 |
Pod 29 |
01:30 UTC 18:30 PT (Sep 20) |
03:00 UTC 20:00 PT (Sep 20) |
Sep 21, 2022 |
Pod 17 |
02:30 UTC 19:30 PT (Sep 20) |
04:00 UTC 21:00 PT (Sep 20) |
Sep 21, 2022 |
Pod 20 |
09:30 UTC 01:30 PT |
11:00 UTC 03:00 PT |
Sep 21, 2022 |
Pod 13 |
10:30 UTC 02:30 PT |
12:00 UTC 04:00 PT |
Why we’re doing this: The Zendesk Messaging team is upgrading AWS instances for better performance.