[Cancelled] Scheduled Maintenance - May 2, 2025 | Pods 13, 17, 19, 20, 23, 25, 27 - Support, Guide & Talk Database Update

This maintenance has been cancelled. Customers will not experience any disruption due to this update.

Zendesk will perform critical maintenance which will impact performance for a subset of customers on Pods 13, 17, 19, 20, 23, 25, and 27 using Support, Guide and Talk, on May 2 UTC (May 1-2 PDT), 2025, during the times listed below. Impacted customers will receive a separate in-product message with their specific window.

Affected products: Support, Guide, and Talk

Important: Only customers using Support, Guide, or Talk will be impacted, based on the maintenance dates and timings below

Customers Affected: Some Zendesk customers on Pods 13, 17, 19, 20, 23, 25, and 27 will experience a brief service disruption of 30 seconds at some time within the maintenance window.

Date

POD

Start Time

End Time

May 2, 2025

17, 13, 19, 20, 23, 27

01:00 UTC /
6:00 PM PDT (May 1)

03:00 UTC /
8:00 PM PDT (May 1)

May 2, 2025

25

16:00 UTC /
09:00 AM PDT

17:00 UTC /
10:00 AM PDT

Expected behavior: The Support and Guide interfaces may briefly be unreachable for 30 seconds or less, and your agents may experience server error screens, sluggish response times, issues bulk updating tickets, refreshing ticket views, and Talk dropped calls.

Please note that backend processes will still occur without issue, so you can expect email processes, API requests, and other such requests to function properly during these maintenance windows.

What do customers have to do? No action is required.

Why we're doing this: The Zendesk Relational Storage team is making schema changes to enhance performance and support product features.