Zendesk Outage History

An outage affecting Zendesk AI Agents began at May 13, 2025 12:56 PM UTC in the EU region, preventing customers from navigating to the AI Agents dashboard. The incident impacted 15 AI Agents components, including Dashboard, Core Services, Public API, Analytics, Web Chat Widget, and multiple automation integrations, causing access issues for EU users. The disruption lasted about 55 minutes, with components returning to normal as services were restored. The issue was resolved by May 13, 2025 1:51 PM UTC. Zendesk issued two status updates during the incident, acknowledging the outage and later confirming restoration as affected components came back online.

Zendesk QA experienced an outage affecting multiple QA components for several customers. The disruption impacted the Zendesk QA App, Data Ingestion, AutoQA, Reporting, API, and Support Misc, causing interruptions to QA workflows and data processing. The outage began on 10:12 AM UTC and was resolved by 11:01 AM UTC. The incident was addressed through official status updates as Zendesk worked to restore affected services.

An X API v2 outage affected Zendesk Sunshine Conversations, impacting six components (Sunshine Conversations / Dashboard, Sunshine Conversations / Core API & Webhooks, Sunshine Conversations / Hosted WhatsApp API Clients, Sunshine Conversations / SDKs, Sunshine Conversations / Third-Party Channels, Sunshine Conversations / Misc) and disrupting X Channel Integrations. This caused incoming tickets and agent replies to fail for users relying on X Channel integrations. The outage began at 5:41 PM UTC and was resolved by 7:31 PM UTC, lasting about 1 hour and 50 minutes. The incident affected Sunshine Conversations services during that window.

Zendesk posted two status updates during the incident. The updates described the issue as an X API v2 Outage and noted that the problem could cause channel integrations to fail with a ServiceUnavailable error, advising users to follow X.com status updates for more details. All affected Sunshine Conversations components returned to operation by 7:31 PM UTC.

Zendesk experienced a brief issue in its Support / Ticketing component when placeholders in the comment composer rendered an agent’s name instead of their alias in macros applied to ticket updates. The incident began at 8:36 PM UTC and was resolved by 9:36 PM UTC. Trigger-based placeholder updates were not affected. Zendesk issued 2 status updates during the incident describing the problem and the fix. The outage mainly impacted the display of agent names in ticket comments and did not indicate broader service disruption; it lasted about one hour and was limited to the ticketing workflow.

Zendesk experienced a regional connectivity incident that affected UAE users attempting to access Zendesk instances. The outage impacted dozens of Zendesk components across products, including Support, Chat, Knowledge, Sunshine Platform, Sales, and more, causing errors when loading Zendesk pages or using the service for users in the UAE. The issue began on May 1, 2025 5:31 AM UTC following a local UAE ISP issue cited by Zendesk.

Zendesk POD 17 experienced performance issues that caused slowness across Zendesk products. Customers reported slow responses from 10:20 AM UTC to 10:40 AM UTC UTC. Zendesk published a status update at 12:11 PM UTC noting the POD 17 impact and that recovery efforts were underway as engineers investigated the root cause.

Two status updates were issued during the incident, and about two dozen components across Zendesk were affected. The system began recovering by 12:11 PM UTC and was fully restored by 3:11 PM UTC UTC.

Zendesk reported a brief incident affecting Pod 17 where delays in ticket status updates appeared in Views for Pod 17 customers. This caused lag across a broad set of Zendesk components, impacting how quickly ticket statuses and related data refreshed in dashboards and workflows. The outage began at 7:26 PM UTC and lasted about 35 minutes, with service restored by 8:01 PM UTC. The incident affected 24 Zendesk components, including Views, Ticketing, Email, API and related services.

A Department Spaces rollout error caused an access problem for Zendesk Support, with agents encountering the message 'Assignee is not a member of the brand'. This impacted dozens of Zendesk Support components, including Search, Email, Ticketing, Mobile Apps, Web Widget, Apps Marketplace, Chat, Voice, Analytics, Sales, Sunshine, Agent Workspace, Zendesk Advocacy Widget, Agent Experience, Macros, Social Channels, Sunco, Views, Triggers & Automations, SLAs, Support SDK, API, and Apps. The incident began at Apr 22, 2025 10:22 AM UTC and most components recovered by Apr 23, 2025 12:46 AM UTC, with Ticketing fully restored by Apr 23, 2025 3:21 AM UTC, lasting roughly 17 hours. The provider issued 3 status updates during the incident, including a workaround to manually add affected agents to the appropriate brands while fixes were tested.

Zendesk reported regional degradation impacting UAE users beginning at Apr 21, 2025 11:46 AM UTC. Dozens of Zendesk components across the Support, Analytics, Knowledge, AI Agents, Sunshine Conversations, Voice, and related services were listed as degraded for UAE pods 17, 18, 28, and 29. The issue persisted for about 2 hours and 20 minutes, with services returning to normal by Apr 21, 2025 2:06 PM UTC as the status page updated to indicate recovery. Zendesk issued two status updates during the incident, first noting degraded performance and later confirming that affected components had been restored.

Zendesk experienced a brief outage starting at 10:01 AM UTC that caused 400 and 404 errors for users of the ZAF SDK. The incident affected 24 Zendesk components across the Support portfolio, including Search, Ticketing, Views, Triggers & Automations, SLAs, Mobile Apps, Support SDK, Web Widget, Email, Chat (via Support), API, Apps, Apps Marketplace, Analytics (via Support), Sales (via Support), Sunshine (via Support), Agent Workspace (via Support), Zendesk Advocacy Widget (via Support), Agent Experience, Macros, Social Channels, Sunco (via Support), and Voice (via Support). The outage lasted until 10:06 AM UTC when services were restored.