Zendesk outage history

Impact began around 10:41 AM UTC when Zendesk's Exchange Connector stopped retrying outbound emails, impairing the Support / Email component and potentially delaying outbound messages for users. The issue prompted engineering to investigate, with updates provided as they worked toward a fix.

The incident lasted about four and a half hours and was resolved at 3:06 PM UTC, with outbound email delivery returning to normal.

Zendesk Support experienced a brief outage affecting Pod 26, with the API, Agent Experience, and Ticketing components temporarily inaccessible. Impact began at 12:16 AM UTC and was resolved by 12:32 AM UTC, lasting about 15 minutes. The issue appeared isolated to Pod 26 and prevented impacted customers and internal advocates from using core Zendesk workflows during the window. Zendesk's status updates indicated the team was aware of the issue and actively investigating, with updates provided as work continued to restore access.

By the time service was restored, the affected components were brought back online and Pod 26 was operating normally again.

An access disruption affected Zendesk AI Agents for a small subset of Ultimate accounts during an Employee Service Suite update, starting at 9:11 AM UTC. The AI Agents / Core Services component was impacted, limiting access for affected users and disrupting workflows that rely on automated agents.

By 9:41 AM UTC, engineers had restored access for all identified affected accounts and the AI Agents core services returned to normal operation, marking the end of the incident after about thirty minutes.

Zendesk reported a brief outage that prevented some customers from accessing the Zendesk platform, with the Support / Ticketing component impacted. The incident began at 11:36 AM UTC and interrupted access for users trying to reach Zendesk; engineers were actively investigating and working on a fix. The status page later confirmed the issue had been resolved by 12:41 PM UTC, with the platform fully recovered by 12:46 PM UTC.

Customers in Zendesk Pod 25 experienced a degraded chat experience when creating tickets in Agent Workspace, with delays impacting ticket creation through the Chat Dashboard and Chat API. The issue did not affect Zendesk Messaging. The disruption appeared isolated to Pod 25, and users would have noticed slower ticket creation and affected chat workflows during the incident.

Users trying to load Zendesk's Solve Widget encountered elevated errors beginning at 5:36 PM UTC, affecting the Forethought AI Agents / Widget component. Zendesk's engineering team investigated and began rolling back suspected changes to restore service.

By 5:41 PM UTC, the rollback had taken effect and traffic was recovering as the widget started loading again for affected customers. The widget returned to normal by 6:01 PM UTC, marking a brief partial outage of about 25 minutes. The issue appeared isolated to the Solve Widget component with no broader service impact communicated.

Zendesk reported an issue affecting the AI Agent “ask for details” forms used through social channels, including WhatsApp. End users attempting to submit information via these forms encountered malformed forms, disrupting data collection and interactions routed through messaging apps. The incident began at 9:21 AM UTC and impacted the Support / Sunco (via Support) component. Engineers started deploying a fix around 12:31 PM UTC, and the problem was resolved when the component returned to normal operation at 1:51 PM UTC.

Zendesk experienced a brief degradation affecting the Agent Workspace and Chat components, where the Agent Workspace composer began defaulting to private internal notes instead of public messages. This disrupted public conversations and visibility for users relying on public interactions. The outage began at Feb 11, 2026 5:01 PM UTC and was resolved by Feb 11, 2026 9:46 PM UTC, lasting approximately 4 hours and 45 minutes. The incident included two official status updates as engineers investigated and implemented a fix.

The issue impacted two components: Support / Chat and Support / Agent Workspace. After investigation, updates were posted to indicate the fix, and the status returned to normal.

Zendesk QA dashboards experienced a brief degradation affecting the drill-down reporting feature, with some users seeing 4xx errors when drilling into reports. The issue was isolated to the Quality Assurance / Reporting component and did not indicate a broader Zendesk platform outage.

The incident began at 4:36 PM UTC and was resolved by 6:11 PM UTC, lasting approximately 1 hour and 35 minutes. The Zendesk status page issued two updates during the incident, identifying an external vendor as the cause and noting remediation steps to restore normal drill-down functionality.

Zendesk's Analytics / Data Exploration & Visualization (Explore) briefly experienced a data refresh outage. Customers across all Pods saw Explore datasets not refreshing, resulting in dashboards displaying stale information. The incident began at 3:26 PM UTC when the status page moved to a warning and noted investigations into the last two hours of data. The outage lasted about 1 hour and 30 minutes and was resolved by 4:56 PM UTC. The provider issued 2 status updates during the incident.

During the incident, users relying on Explore dashboards would have faced delayed or missing data. Zendesk communicated that data refresh had been restored and the Explore component returned to normal after the incident. The impact was across all Pods and affected dashboards relying on Explore datasets.