Zendesk will perform critical maintenance which will impact performance for customers using Answer Bot on all Pods across multiple days, during the times listed in the table below.
Affected products: Support, Guide, Mobile SDK, Answer Bot API (only Answer Bot related features are impacted for the aforementioned products); please check this article for a complete list of features that may be using Answer Bot functionality in your account.
Date |
Pod |
Start time |
End time |
Nov 1, 2022 |
26 |
23:00 UTC 16:00 PDT |
1:00 UTC (Nov 2) 18:00 PDT |
Nov 2, 2022 |
15, 27 |
0:00 UTC 17:00 PDT |
2:00 UTC 19:00 PDT |
Nov 2, 2022 |
19, 25 |
1:00 UTC 18:00 PDT |
3:00 UTC 20:00 PDT |
Nov 2, 2022 |
18, 20, 29 |
3:00 UTC 20:00 PDT |
5:00 UTC 22:00 PDT |
Nov 2, 2022 |
13, 17, 23, 28 |
4:00 UTC 21:00 PDT |
6:00 UTC 23:00 PDT |
Nov 2, 2022 |
26 |
23:00 UTC 16:00 PDT |
1:00 UTC (Nov 3) 18:00 PDT |
Nov 3, 2022 |
15, 27 |
0:00 UTC 17:00 PDT |
2:00 UTC 19:00 PDT |
Nov 3, 2022 |
19, 25 |
1:00 UTC 18:00 PDT |
3:00 UTC 20:00 PDT |
Nov 3, 2022 |
18, 20, 29 |
3:00 UTC 20:00 PDT |
5:00 UTC 22:00 PDT |
Nov 3, 2022 |
13, 17, 23, 28 |
4:00 UTC 21:00 PDT |
6:00 UTC 23:00 PDT |
Expected behavior:
- Article Recommendations from Answer Bot on all channels will not be displayed.
- Bot responses on all Messaging channels will be delivered after the maintenance is completed.
- Customers will likely see the bot responding with “Something went wrong” instead of presenting quick replies or collecting data and transferring to an agent.
- Changes made by Admins in Flow Builder might take longer than usual to be available to end users.
Please note that other backend processes will still occur without issue, so you can expect email processes, ticket requests, and other such requests to function properly during these maintenance windows.
Why we're doing this: The Zendesk Answer Bot team is upgrading AWS instances for better performance.