21:52 UTC | 13:52 PT
We're happy to report that the Chat History backfill has completed. All Histories should now be available. If you're still experiencing any issues with Chat History, please reach out to us.
20:52 UTC | 12:52 PT
Chat Histories are currently being backfilled from oldest to newest. The estimated time for completion of the backfill is 1-2 hours. Our next update will be when all Chat Histories are fully backfilled.
20:24 UTC | 12:24 PT
Our teams have identified and remediated the cause of the Chat Histories being unavailable for some customers. Histories are currently being backfilled. We will provide an estimate on when we expect the backfill to be complete in the next update.
19:43 UTC | 11:43 PT
Our teams are still investigating Chat Histories being unavailable since about 3 PM UTC for some customers. Our investigations suggest that there is no loss of Chat data though. Other Chat services remain functional.
19:15 UTC | 11:15 PT
Our Chat teams continue to investigate Chat Histories being unavailable for some customers. Other Chat services are unaffected.
18:52 UTC | 10:52 PT
Our teams continue to investigate some customers Chat histories for approximately the past 3 hours being unavailable.
18:32 UTC | 10:32 PT
We're investigating reports of issues loading the Chat History section. More info to follow.
On January 14, 2019 at 12:40 UTC / 04:40 PT, we started receiving reports of Chat History not appearing in the Chat Dashboard after chats had ended.
This incident was caused by an issue with third-party task processing software reducing task processing capacity, which led to our backend being unable to keep up with the pace of the tasks being queued. This led to a delay in chats showing up in Chat History. During the investigation, we restarted services which resulted in restored capacity, resumed task processing and restored Chat History.
To prevent this issue from occurring in the future, we are introducing additional monitoring and alerts while we restructure task processing infrastructure and investigate the core issue with the third-party task processing software.
FOR MORE INFORMATION
For current system status information about your Zendesk, check out our system status page. During an incident, you can also receive status updates by following @ZendeskOps on Twitter. The summary of our post-mortem investigation is usually posted here a few days after the incident has ended. If you have additional questions about this incident, please log a ticket with us.