Zendesk will perform critical maintenance which will impact performance for some customers using Support (Agent Workspace - Messaging) on Pod 29 on May 27, 2025, during the times listed below.
Affected products: Support (Agent Workspace - Messaging)
Customers Affected: Some Support (Agent Workspace - Messaging only) customers 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 |
| Tuesday - May 27, 2025 | 29 | 01:00 UTC /9:00 AM SGT | 03:00 UTC / 11:00 AM SGT |
Expected behavior: There will be degraded Messaging performance on all Messaging Channels for up to 20 minutes during the window, and your agents may experience delayed ticket creation and end user messages sent through Messaging in Agent Workspace. No data will be lost during this time, and service will resume seamlessly once the maintenance completes. Outside of the specific window 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.
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