Emergency Maintenance - April 21, 2025 | Pod 27 | Support (Agent Workspace - Messaging) - Database Maintenance

Zendesk will perform critical maintenance which will impact performance for some customers using Support (Agent Workspace - Messaging) on Pod 27 on April 21, 2025, during the time listed below.

Affected products: Support (Agent Workspace - Messaging)

Important: Only customers with Messaging triggers enabled are impacted by this maintenance window. Admins can check this by browsing to the Messaging triggers page under Admin Center>>Objects and rules. If you see this page, your account will be impacted by this maintenance. If you do not see it, your account will not be affected.

Customers Affected: Some Support (Agent Workspace - Messaging only) customers on Pod 27 using our improved Messaging backend will experience a brief service disruption of 20 minutes at some time within the 2 hour maintenance window.

Date (UTC)	POD	Start Time	End Time
Mon - April 21, 2025	27	06:00 UTC / 23:00 PDT (Apr 20)	8:00 UTC / 1:00 PDT

Expected behavior:

There will be degraded Messaging performance on all Messaging Channels for up to 20 mins during the window, and your agents may experience delayed ticket creation and end user messages sent to Agent Workspace.

No data will be lost due to this process, and service will resume seamlessly once the maintenance completes.

Outside of the specific windows outlined in the table above, customers should not experience any service impact.

What do customers have to do?

Customers are recommended not to set ticket status to Closed for ongoing Messaging tickets that are open during the maintenance window so that any delayed messages can still be appended to the ticket after database maintenance is completed. If an ongoing messaging ticket is closed during the maintenance window, messages not yet appended to the transcript could create a new ticket.

No further action is required.

Why we're doing this: The Zendesk Messaging team is performing this maintenance work to improve the stability and scalability (storage capacity and general performance improvements) of datastores in the new Messaging Backend (see article). This allows us to improve reliability and performance for existing and future customers to the new Messaging Backend.