The issue causing delays in Support webhooks firing across all pods is now fully resolved. Please let us know if you continue to experience issues.

Since approx. 15:15 UTC June 13, 2023, our team has been engaged and actively investigating an issue causing delays sending and receiving messages via Sunshine Conversations across all pods. We are tweeting now for awareness due to the duration and severity of customer impact.

We are beginning to recover from the delays in sending and receiving messages via Sunshine Conversations across all pods. Our team will continue to monitor until resolution.

We are receiving reports of issues with Zendesk bots and bot errors, preventing chats from reaching agents, across all pods. We will provide additional updates as soon as we can.

We have confirmed an issue with a platform provider resulting in Zendesk bots errors, as well as ZIS and webhook delays. Our team is working to address this behavior and we will provide further updates when new information is available.

We are happy to report that we have resolved the issue causing delays sending and receiving messages via Sunshine Conversations. Thank you for your patience during our investigation.

We are beginning to see improvement in the issue affecting a number of services including Zendesk bots, ZIS, webhooks, and Explore data syncs. We are monitoring with our provider until full resolution.

We are happy to report that the issues impacting multiple Zendesk services including bots, ZIS and webhooks have now been resolved. We greatly appreciate your patience while we worked through these issues earlier today.

We are working with our database vendor to identify and resolve the issues impacting Chat and Messaging customers across all Pods. Thanks for your patience while we work through today's issues.

We continue to work with our vendor to resolve the Chat and Messaging issues. Partial recovery has been observed following a database failover, however issues remain on our provider’s end that is impacting customers. We will provide another update as soon as info is available.

We are observing significant recovery across all Pods for the impacted services in Chat and Messaging. We are turning our attention to backfilling chats/messages that were interrupted during the incident. A final update will be provided when we reach full recovery.

We have detected degradation that has resumed for some customers using Chat and Messaging across all Pods. We are putting every effort into resolving this as soon as possible with our service provider. Thanks for your continuing patience.

We continue to work on stabilising the issues with Chat and Messaging and backfilling messages, affecting all Pods. Partial recovery was observed earlier, however, we still saw errors across some services, which have begun to subside again. Another update in 1h or earlier.

We are observing increased stability as well as customers’ confirmation the situation has improved on their end with Chat and Messaging in All Pods. We continue working on backfilling information not updated during the incident. Monitoring continues until full resolution.

The team continues with work related to backfilling information and Messaging data update has been completed. Data related to Chat is still ongoing. There’s no ETA at this point but we’ll keep you informed as we have more details.

We are happy to confirm that multiple issues related to Chat and Messaging across all Pods have been resolved. Both related products have had data backfilled that didn’t update during the incident. [1/2]

We truly appreciate your patience while we worked on this issue regarding Chat and Messaging. RCA analysis will be posted here once available: zdsk.co/3CD9Ctb [2/2]