Zendesk Service Incident on November 27, 2023 Explained
What happened during the Zendesk service incident on November 27, 2023?
On November 27, 2023, Zendesk experienced a service incident affecting the ZBot functionality. From 10:13 UTC to 12:07 UTC, customers across all Pods faced delays or failures in ZBot operations, such as the bot not loading welcome messages or failing to hand off to agents. This disruption could have led to unsuccessful attempts to create tickets or contact Zendesk Customer Support via the ZBot Widget.
The issue was resolved by 12:20 UTC, and normal operations resumed. The incident was caused by an overload in a database cluster managed by an external provider, which was automatically scaled down based on previous usage. The provider force-applied a change to restore normal functionality. For more details, you can check theoriginal link.
More related questions
How was the Zendesk ZBot issue on November 27, 2023 resolved?
The ZBot issue on November 27, 2023, was resolved by addressing a database overload. The problem stemmed from an automatic downscaling of a database cluster managed by an external provider, which led to ZBot functionality issues. To resolve the…
What caused the ZBot service degradation on November 27, 2023?
The ZBot service degradation on November 27, 2023, was caused by an overload in a database cluster. This database, managed by an external provider to Zendesk's vendor, was automatically scaled down based on previous usage patterns. The downscaling…
What steps are being taken to prevent future ZBot incidents?
To prevent future ZBot incidents like the one on November 27, 2023, Zendesk's vendor is implementing several remediation measures. These include enforcing a higher minimum cluster size to avoid excessive automatic downscaling of databases….
How can I check the current system status of Zendesk?
To check the current system status of Zendesk, you can visit their system status page. This page provides up-to-date information about any ongoing issues or maintenance activities affecting Zendesk services. For more detailed post-mortem…
Interested indeflectingover 70% of your Zendesk support tickets?
Zendesk Support Tickets
Zendesk Messaging (live chat)
Join1,000+ companies reducing their support costs and freeing up support agents for more important work
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
“We needed an AI agent integrated within our current tools. My AskAI was the only solution that wasn't going to disrupt our operations.”
Zeffy
“At the end of last year I was given the challenge - how can we provide the same or better service, without hiring anyone?”
Zinc
“My AskAI blew everybody else out of the water. It made the selection process very easy for us.”
Customer.io($50M+ ARR)
“It now resolves 71% of queries (over 35,000 every month), meaning more time solving complex issues and improving UX.”
Freecash
Reduce support costs.Spend more time on customer success.
