Resolving Chat Pod 15 Issues - Frequently asked questions
Frequently asked questions
What happened during the Zendesk Chat Pod 15 incident on July 31, 2024?
On July 31, 2024, Zendesk Chat customers using Pod 15 faced issues. Between July 30, 2024, 18:40 UTC and July 31, 2024, 00:30 UTC, users experienced problems changing their status, accepting messages, and encountered error messages. The issue was…
What was the root cause of the Zendesk Chat Pod 15 incident?
The root cause of the Zendesk Chat Pod 15 incident was a software error at our database service provider's end. This upstream error led to communication issues, which disrupted the Chat functionalities for users on Pod 15. The service provider…
How was the Zendesk Chat Pod 15 incident resolved?
The Zendesk Chat Pod 15 incident was resolved by our service provider, who identified and fixed the software defect causing the issue. After the defect was addressed, further monitoring confirmed the recovery of the Chat functions. Additionally,…
What remediation steps were taken after the Zendesk Chat Pod 15 incident?
Following the Zendesk Chat Pod 15 incident, several remediation steps were implemented. These included working with our database service provider to set up alerts for similar scenarios and adding attributes to create new alerts for quicker response…
Where can I find more information about Zendesk system status?
For current system status information about your Zendesk, you can check out the system status page. This page provides updates and summaries of post-mortem investigations, usually posted a few days after an incident has ended. If you have…
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“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
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