Resolve Chat Outage Issues - Frequently asked questions
Discover solutions to common questions about the December 18, 2023, chat support outage. Learn how to address issues in Chat Agent Workspace and Messaging.
Frequently asked questions
What happened during the Zendesk service incident on December 18, 2023?
On December 18, 2023, Zendesk experienced a service incident affecting Chat and Support (Messaging) across all Pods. The issues included chat and messaging errors, disconnections, login problems, and the inability to change agent status. The…
How did Zendesk resolve the chat and messaging outage on December 18, 2023?
Zendesk resolved the chat and messaging outage by restarting an unhealthy Chat server. This action led to the recovery of the affected services. The team continued to monitor performance and worked to restore any recoverable historical chats that…
What was the root cause of the Zendesk service disruption on December 18, 2023?
The root cause of the Zendesk service disruption on December 18, 2023, was a failure of a single live chat host in the hosting provider's infrastructure. This failure disrupted the chat and messaging services for customers served by this backend…
What steps is Zendesk taking to prevent future service incidents?
To prevent future service incidents, Zendesk is implementing several remediation items. These include improving recovery time by updating runbooks for earlier power cycle procedures, updating tools access for on-call engineers, introducing…
How can I get more information about Zendesk's system status?
For current system status information about Zendesk, you can check their system status page. This page provides updates and summaries of post-mortem investigations a few days after incidents have ended. If you have additional questions, you can log…
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