Service Incident - March 21, 2025 - Multiple Pods | Sunshine Conversations - Message delivery delays

SUMMARY

From March 21, 2025 18:41 UTC to 22:02 UTC, Sunshine Conversations customers across multiple Pods experienced delays in message delivery.

TIMELINE

March 21, 2025 10:02 PM UTC | March 21, 2025 03:02 PM PT
We are happy to report that the issue causing delays in Sunshine Conversations messages has been resolved, and delivery speed has returned to normal. Thank you for your patience during our investigation.

March 21, 2025 08:47 PM UTC | March 21, 2025 01:47 PM PT
We have observed a return to normal Sunshine Conversations message delivery time. Please note that this behavior is unrelated to the intermittent widget loading errors seen recently. Please reach out if you continue to experience issues regarding message delivery latency.

March 21, 2025 07:56 PM UTC | March 21, 2025 12:56 PM PT
We have confirmed additional impact to incoming messages via Sunshine Conversations - at this time, both the sending and receiving of messages via Sunshine Conversations are experiencing delays. Our team is working to find a root cause and we will provide additional information as the investigation progresses.

March 21, 2025 07:33 PM UTC | March 21, 2025 12:33 PM PT
We have confirmed an issue causing delays in sending outbound messages via Sunshine Conversations and our team is investigating. This impact is unrelated to the intermittent widget loading errors seen recently. We will provide further updates in the next 30 minutes or when we have new information to share.

March 21, 2025 07:20 PM UTC | March 21, 2025 12:20 PM PT
We are receiving reports of delays in sending outgoing messages via Sunshine Conversations across multiple pods. More information will be posted shortly.

POST-MORTEM

After further analysis, this issue was a consequence of the problems documented in the post-mortem for the following issue: https://support.zendesk.com/hc/en-us/articles/9046109826202-Service-Incident-March-20-2025-All-Pods-Access-issues-followed-by-intermittent-errors-and-connection-issues-for-Web-Widget-and-Messaging

Please reference that write-up for details.

FOR MORE INFORMATION

For current system status information about Zendesk and specific impacts to your account, visit our system status page. You can follow this article to be notified when our post-mortem report is published. If you have additional questions about this incident, contact Zendesk customer support.