Scheduled Maintenance - May 27, 2025 | Pod 29 | Support (Agent Workspace - Messaging) - Database Maintenance

<p class="wysiwyg-text-align-justify"><span style="color: #464646;">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.</span></p><p class="wysiwyg-text-align-justify"><span style="color: #434343;"><strong>Affected products:</strong> Support (Agent Workspace - Messaging)</span></p><div class="wysiwyg-text-align-justify note">
<span class="notetitle"><strong>Important:</strong></span>  Only customers with <a href="https://support.zendesk.com/hc/en-us/articles/5973077601562-Understanding-messaging-triggers#topic_w1p_vpn_q5b"><span style="color: #1155cc;">Messaging triggers</span></a> enabled are impacted by this maintenance window. Admins can check this by browsing to the Messaging triggers page under <strong>Admin Center&gt;&gt;Objects and rules</strong>. 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.</div><div class="p">
<div class="note tip"><p class="wysiwyg-text-align-justify"><span style="color: #464646;"><strong>Customers Affected: </strong>Some<strong> </strong>Support (Agent Workspace - Messaging only) customers using our improved Messaging backend will experience a <strong>brief service disruption of 20 minutes</strong> at some time within the 2 hour maintenance window.</span></p></div>
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<td><span style="color: #464646;"><strong>Date (UTC)</strong></span></td>
<td><a href="https://support.zendesk.com/hc/en-us/articles/4408829092506-What-is-a-Pod"><strong><span class="wysiwyg-underline">POD</span></strong></a></td>
<td><span style="color: #464646;"><strong>Start Time</strong></span></td>
<td><span style="color: #464646;"><strong>End Time</strong></span></td>
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<td><span style="color: #464646;">Tuesday - May 27, 2025</span></td>
<td><span style="color: #464646;">29</span></td>
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<span style="color: #464646;">01:00 UTC /</span><span style="color: #464646;"></span><span style="color: #464646;">9:00 AM SGT</span>
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<td><span style="color: #464646;">03:00 UTC / 11:00 AM SGT</span></td>
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</table></figure><p class="wysiwyg-text-align-justify"><span style="color: #464646;"><strong>Expected behavior:</strong> 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.</span></p>
</div><p class="wysiwyg-text-align-justify"><span style="color: #464646;"><strong>What do customers have to do? </strong></span>Customers are recommended not to set ticket status to <strong>Closed</strong> 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.</p><p class="wysiwyg-text-align-justify"><span style="color: #464646;"><strong>Why we're doing this:</strong> The Zendesk Messaging team is performing this maintenance work to improve the stability and scalability (storage capacity and general performance improvements) of datastores in </span><a href="https://support.zendesk.com/hc/en-us/articles/6041628932250-Announcing-improved-messaging-backend-for-messaging-customers-updated"><span class="wysiwyg-underline">the new Messaging Backend (see article)</span></a><span style="color: #464646;">. This allows us to improve reliability and performance for existing and future customers to the new Messaging Backend.</span></p><p> </p><p> </p><div><p> </p></div>