Zendesk will be performing maintenance on our database on February 5th and 6th 2022, to help improve reliability and performance for our Pods 18, 25, 26 and 27. The maintenance will impact performance for customers on some clusters on the above Pods.
This activity will be carried out during the off-peak hours in the respective regions to reduce customer impact.
We expect Support, Help Center, and Talk customers on the impacted pods to experience a 60-90 second window sometime during the maintenance where any updates to tickets or their account will not save and queries will not run.
Pods and Clusters Affected:
Pods 18 (cluster 18.3), 25, 26 and 27
When?
Date |
POD |
Start Time |
End Time |
Feb 05, 2022 |
18,25 |
09:00 PST / 17:00 UTC |
15:00 PDT / 23:00 UTC |
Feb 06, 2022 (Feb 05 PST) |
26,27 |
16:00 PST / 00:00 UTC |
18:00 PDT / 02:00 UTC |
Customers Impact
Zendesk Support customers on Pods 18, 25, 26 and 27 may notice some account-level settings may be unavailable for a maximum of 60-90 seconds at some time within the maintenance window.
A subset of Zendesk Support, Help Center, and Talk customers on Pod 18 will experience a brief service disruption of 60-90 seconds.
Affected products
Support, Guide, Talk and Admin Center
Expected behavior
PODs 18, 25, 26 and 27
Some Admin Center and account-level settings may be unavailable during a brief window during the maintenance.
POD 18
The Support and Help Center interfaces will be unreachable during the 60-90 second window, and Support agents may experience server error screens, sluggish response times, issues bulk updating tickets, refreshing ticket views, and Talk dropped calls.
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.
Why we’re doing this: The Zendesk DBA team is upgrading our shard/account clusters for increased reliability and performance.
How do I learn what Pod I am on?
You can confirm your Zendesk account's Pod by clicking the Admin icon () in your Zendesk account. Your Pod is displayed in the upper-right corner of the Admin home page.
You can also visit the Zendesk Status page, where you can enter your subdomain name to determine which pod you are on.