Zendesk Outage History

Zendesk reported a brief degradation in AI Agent latency affecting AI Agents / Core Services. Customer-facing AI agent responses could have been slower, with delays approaching one minute. The incident was contained to the AI agent components with no broader service impact.

The issue began on Aug 13, 2025 3:41 PM UTC and was resolved by Aug 13, 2025 4:31 PM UTC, lasting about 50 minutes, with 2 official status updates issued during the incident as Zendesk investigated the cause.

Zendesk reported an outage in the Support / SLAs component for Pod 19, with SLAs not applying correctly for customers on that pod. This could affect SLA-based response targets and escalations for affected users. The disruption appears limited to Pod 19 and did not indicate a broader Zendesk service degradation.

The incident began at 10:51 PM UTC and was resolved at 3:26 AM UTC, lasting about 4 hours and 35 minutes. The Pod 19 issue prompted two official status updates: an initial note about SLA issues and a follow-up confirming resolution as Pod 19 returned to normal.

Zendesk experienced a brief issue in its Twitter/X social channel integration that prevented new incoming messages from creating tickets. Updates to ongoing conversations were not affected, and agents could view responses by logging into Twitter/X directly. The problem was isolated to the Support / Social Channels component, and no other Zendesk channels were impacted. The outage began at Jun 26, 2025 5:36 PM UTC and was resolved by Jun 26, 2025 5:56 PM UTC. Zendesk issued 2 status updates during the incident.

The outage began on 7:27 PM UTC and was resolved by 11:56 PM UTC. A partner provider outage affected a broad set of Zendesk services, including AI Agents components, Sunshine Conversations integrations, and Quality Assurance tooling, resulting in widespread disruption for users. In total, 26 components across AI Agents, Sunshine Conversations, and Quality Assurance were impacted, such as AI Agents Dashboard, Public API, Web Chat Widget, QA APIs, and Sunshine Dashboard and Webhooks.

Zendesk communicated about the incident via its status page, noting the partner provider outage and that mitigation efforts were underway. The status updates tracked the progression of the incident as affected components moved to down and later back to up, culminating in service restoration.

Zendesk reported a global outage in OpenAI services that led to degraded AI functionality across its AI agents and automation integrations. The incident impacted 15 AI-related components, including Public API, Dashboard, and Web Chat Widget, resulting in limited AI-assisted responses and automation across Zendesk products.

From Jun 10, 2025 2:41 PM UTC to Jun 10, 2025 6:16 PM UTC, the incident lasted about 3 hours and 35 minutes. The Zendesk status page posted two updates during the event and attributed the issue to a global OpenAI outage.

Zendesk experienced a multi-component outage affecting Chat and Support services. The incident began at Jun 9, 2025 8:41 AM UTC and was resolved by Jun 9, 2025 5:46 PM UTC, with users encountering failures in messaging triggers and the Support Search feature. An earlier note on Pod 25 indicated issues starting at 7:20 AM UTC affecting Support Search and Messaging triggers on Pod 25. The outage impacted a broad set of components across Zendesk Chat and Support, including the Chat Dashboard, Chat Widget, various Chat APIs, and Support Search and Triggers & Automations.

Zendesk AI Agents experienced degraded performance beginning at 12:46 PM UTC with users reporting slower AI responses. The impact spanned 15 AI Agents components, including Backend Integrations, Dashboard, Public API, Analytics, Web Chat Widget, Core Services, and multiple automation integrations. The outage lasted about 23 hours and 45 minutes and was resolved by 12:31 PM UTC.

Zendesk experienced a brief degraded state affecting 25 Support components, including API, Web Widget, Ticketing, Email, and Chat. The incident began at 2:41 PM UTC and was resolved by 3:46 PM UTC, lasting about 1 hour and 5 minutes. The status page indicated an initial transition to a degraded state before returning to normal, impacting multiple services and workflows. The incident was associated with native Messaging tickets created with internal note as default, and two official status updates were issued during the course of the event.

The Zendesk Knowledge page briefly lacked the Admin button, impacting seven Knowledge-related components (Knowledge / Zendesk Advocacy Widget via knowledge, Knowledge / Articles / Knowledge Base, Knowledge / Misc, Knowledge / Community, Knowledge / API, Knowledge / Search, and Knowledge / Requests / Request Form). The outage began on 2:41 AM UTC and was resolved by 3:06 AM UTC, lasting about 25 minutes. The Zendesk status page posted two updates during the incident as engineers investigated the root cause and implemented a fix. Admin access returned and all affected components returned to normal operation.

Zendesk Support experienced a brief partial outage when loading messages on Support tickets, with users seeing the error “Message couldn’t be loaded.” The issue affected 24 Zendesk Support components across the suite, including Views, Web Widget, API, Email, Chat, and related tools, causing ticket conversations to be incomplete or inaccessible during the event.

The outage began at May 21, 2025 5:56 AM UTC and lasted about 40 minutes, until May 21, 2025 6:36 AM UTC. The Zendesk status page documented two updates as engineers worked to resolve the problem, and services were restored to normal after the incident.