Zendesk Outage History

Zendesk experienced a brief outage on Pod 25 beginning at Apr 16, 2025 5:31 AM UTC, with performance issues impacting multiple products. Users could have encountered latency and failures when processing tickets, chats, voice, and messaging, with the outage affecting dozens of components across the Support, Chat, and Voice suites (including API, Email, Web Widget, Mobile Apps, Sunshine, and Agent Workspace). The incident highlights a broad but contained disruption across Zendesk services. The outage lasted about 20 minutes. The provider issued updates as the situation evolved, noting recovery was observed while the investigation continued.

Zendesk QA components experienced a brief degraded state beginning at 3:01 PM UTC, affecting Zendesk QA App, API, Data Ingestion, AutoQA, and Reporting. QA scorecards loading issues were observed in the Zendesk QA environment, which may have impacted testing workflows. The incident endured for about 1 hour 15 minutes and was resolved by 4:16 PM UTC. The Zendesk status page reported the issue and included two official updates during the incident, noting the degraded state across the five QA components and then restoration to normal.

The outage began at Apr 4, 2025 10:26 AM UTC after reports of unauthorized access to Facebook pages, impacting Zendesk Support and 23 related components across Email, Web Widget, API, Chat, Ticketing, and more. This disrupted core customer-support workflows and agent tools for several hours as Zendesk investigated the underlying cause. A follow-up update at Apr 4, 2025 11:06 AM UTC confirmed ongoing investigation and noted the next update would come in about 30 minutes. By Apr 4, 2025 10:56 PM UTC, the Social Channels component had recovered, with other components restoring progressively thereafter, marking the start of service restoration after a long outage.

Zendesk Talk experienced a multi-component outage beginning at Mar 31, 2025 4:02 PM UTC with dropped calls across multiple pods. The incident affected 10 Talk components, including Digital Calls, Inbound Calls, Outbound Calls, API, Misc, Call Recordings / Transcriptions, Zendesk Advocacy Widget (via Talk), Text Messages, Call Greetings, and Talk Settings, resulting in users being unable to place or receive calls and disruptions to related Talk features.

The provider posted two status updates as the issue progressed. The outage lasted roughly 2 hours and was resolved by Mar 31, 2025 6:01 PM UTC, at which point all Talk components returned to normal operation.

An outage affected Pod 18 Zendesk Chat users, preventing access to Chat and Support (Agent Workspace - Messaging). Affected components included Dashboard, Chat Widget, Static Assets, Mobile Apps, Chat SDK, API, and related chat services, resulting in degraded chat functionality for those users. The outage began at Mar 26, 2025 7:01 AM UTC and was resolved by Mar 26, 2025 8:01 AM UTC. The Zendesk status page indicated the team was addressing the issue at the highest priority with mitigation underway, and two status updates were posted during the incident.

Zendesk experienced a broad outage affecting a wide range of Zendesk products and components, disrupting support workflows, ticketing, knowledge base access, and messaging services. The issue began at Mar 20, 2025 4:21 PM UTC with connectivity problems as services attempted to recover after initial restarts, affecting dozens of components across Guide, Support, Talk, Sunshine, Explore and related surfaces. The outage lasted about 3 days, 23 hours and 11 minutes before recovery began on Mar 24, 2025 3:32 PM UTC.

Zendesk Guide's Articles / Knowledge Base functionality experienced a brief outage that prevented creating or updating articles across multiple pods. This disruption affected content management workflows for teams relying on Zendesk Guide, with users unable to publish or modify knowledge base articles during the incident. The outage began at 5:06 PM UTC and was resolved by 5:11 PM UTC, lasting about 5 minutes.

Zendesk communicated about the incident via the status page, issuing an initial update when the problem was detected and a follow-up once the service was restored. The issue affected the Guide / Articles / Knowledge Base component across multiple pods, with the status changing from up to down and back to up within the incident window.

Zendesk Support customers on POD 13 experienced 5xx 'Service unavailable' errors between 2:00 PM UTC and 2:05 PM UTC UTC, causing a short-lived disruption for affected users. The incident impacted 24 components across the Zendesk Support suite, including Ticketing, Views, Triggers & Automations, SLAs, Mobile Apps, Web Widget, Talk, Explore, Sell, Agent Experience, Social Channels, Sunco, API, Apps, Apps Marketplace, Search, Email, Chat, Sunshine, Agent Workspace, and Zendesk Advocacy Widget. The outage lasted roughly 5 minutes, with services restored and the status returned to normal shortly after.

Zendesk Talk briefly dropped calls across all pods, affecting multiple Talk components including Call Recordings / Transcriptions, Inbound Calls, Outbound Calls, Text Messages, and related features such as API, Zendesk Advocacy Widget via Talk, Call Greetings, Talk Settings, Digital Calls, and Misc. The incident began at 6:56 AM UTC and was resolved by 7:01 AM UTC, lasting about 5 minutes. Zendesk stated a fix was implemented and that they were monitoring for full recovery; the provider issued two status updates during the incident.

Zendesk experienced a multi-faceted degradation beginning around 6:42 PM UTC, impacting Guide search results and articles with garbled text for Japanese content. The issue also degraded Sunshine Conversations (SunCo) and Zendesk Apps Framework (ZAF) integrations with X, causing SunCo messages to fail or require retries and preventing ZAF from creating X tickets. Affected Guide components included Guide / Search, Guide / API, Guide / Articles / Knowledge Base, Guide / Community, and Guide / Requests / Request Form and related widgets; Sunshine Conversations components affected included Dashboard, Core API & Webhooks, Hosted WhatsApp API Clients, SDKs, and Misc.