image for site

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…

Interested indeflectingover 70% of your Zendesk support tickets?

Our AI customer support agent is here to help. Trained on all your help docs, installed directly into your Zendesk account, it can be used to automate customer replies for tickets or live chat. Learn more below.
Zendesk logo

Zendesk Support Tickets

Receive new tickets by email or a support form? This integration is for you.
My AskAI integrated within Zendesk to deflect support tickets
Learn about our Zendesk ticket integration
Zendesk logo

Zendesk Messaging (live chat)

Using Zendesk's Messaging widget on your site for live chat? This integration is for you.
My AskAI integrated within Zendesk to deflect customer support live chat conversations
Learn about our Zendesk Messaging integration

Join1,000+ companies reducing their support costs and freeing up support agents for more important work

Vestd company logo — Customer of My AskAI's AI customer support agents
Genesis company logo — Customer of My AskAI's AI customer support agents
Zinc company logo — Customer of My AskAI's AI customer support agents
Customer.io company logo — Customer of My AskAI's AI customer support agents
Zeffy company logo — Customer of My AskAI's AI customer support agents
NHS company logo — Customer of My AskAI's AI customer support agents
Kontakt.io company logo — Customer of My AskAI's AI customer support agents

Reduce support costs.Spend more time on customer success.

Our AI customer support agents are already used by 👇
Companies using AI assistants on their websites