Scheduled Maintenance - May 6-8, 2025 | Pod 18 - Support (Messaging only), Sunshine Conversations

Zendesk will perform critical maintenance which will impact performance for notified customers on Pod 18 from May 6-8, 2025, during one of the maintenance windows listed below.

Affected products: Support (Messaging only), Sunshine Conversations

Important:  Impacted customers (account owner and admins only) will receive a yellow notification banner in Support by April 23, 2025. Only customers who have been notified via the banner and have Messaging enabled in Support and Sunshine Conversations will be impacted, based on the maintenance dates and timings below. 

Customers Affected: Zendesk Messaging and Sunshine Conversations customers on Pod 18 who have been notified, will experience a service disruption of up to 40 minutes during one of the maintenance windows below:

Date	Start Time	End Time
May 6, 2025	18:30 UTC / 14:30 EDT	19:10 UTC / 15:10 EDT
May 6, 2025	19:30 UTC / 15:30 EDT	20:10 UTC / 16:10 EDT
May 7, 2025	13:30 UTC / 09:30 EDT	14:10 UTC / 10:10 EDT
May 7, 2025	14:30 UTC / 10:30 EDT	15:10 UTC / 11:10 EDT
May 7, 2025	15:30 UTC / 11:30 EDT	16:10 UTC / 12:10 EDT
May 7, 2025	17:30 UTC / 13:30 EDT	18:10 UTC / 14:10 EDT
May 7, 2025	18:30 UTC / 14:30 EDT	19:10 UTC / 15:10 EDT
May 7, 2025	19:30 UTC / 15:30 EDT	20:10 UTC / 16:10 EDT
May 7, 2025	20:30 UTC / 16:30 EDT	21:10 UTC / 17:10 EDT
May 8, 2025	13:30 UTC / 09:30 EDT	14:10 UTC / 10:10 EDT
May 8, 2025	14:30 UTC / 10:30 EDT	15:10 UTC / 11:10 EDT
May 8, 2025	15:30 UTC / 11:30 EDT	16:10 UTC / 12:10 EDT
May 8, 2025	17:30 UTC / 13:30 EDT	18:10 UTC / 14:10 EDT
May 8, 2025	18:30 UTC / 14:30 EDT	19:10 UTC / 15:10 EDT

Expected behavior: During the maintenance window, notified accounts attempting to use Messaging will find their accounts locked and unable to send outbound messages. Messages may silently fail or result in visible errors in the messaging interface. Messages sent by end-users via social messaging channels for these accounts will be preserved and buffered until the account is unlocked.

What do customers have to do? If customers have enabled their own client-side Content Security Policy, they must include *.zendesk.com on their allowlist to ensure that their integrations continue to initialize and function.

Why we're doing this: The Zendesk Messaging team is rehoming customer accounts to be located in the same data store as their Support accounts for increased reliability, performance and data locality.