Zendesk Outage History

Zendesk experienced email processing delays on Pod 25, causing slowed outbound emails and notifications and temporarily affecting inbound mail. The issue impacted 24 components across Zendesk's Support suite, including Ticketing, Mobile Apps, Web Widget, Talk, Explore, Views, and more. Users may have seen delayed ticket updates and notifications during the incident. The outage began on Mar 5, 2025 3:16 PM UTC and was resolved by Mar 5, 2025 5:06 PM UTC, lasting about 1 hour and 50 minutes. Inbound mail that failed to process would be retried when the sender's mail server attempts delivery again.

Zendesk reported an issue with email processing on Pod 25, which may result in delays for inbound emails and outbound ticket notifications in Support. Inbound emails could be slower to create tickets, and ticket updates or notifications may experience lag across the platform. The incident impacted dozens of Zendesk Support components, including Ticketing, Email, Web Widget, API, Talk, Explore, Sunco, and related features.

The outage began at 7:51 AM UTC and was resolved by 10:07 AM UTC, lasting approximately 2 hours and 16 minutes. Zendesk published two status updates during the incident.

Zendesk Support Help Center search functionality briefly failed, causing queries on support.zendesk.com to return temporarily unavailable messages or no results. The issue affected two Guide components (Guide / Requests / Request Form and Guide / Misc), impacting users trying to find articles or access request forms. The outage began at 5:58 PM UTC and was resolved by 6:26 PM UTC, with the service appearing to recover by 6:15 PM UTC according to initial observations.

Zendesk's Support / Ticketing component experienced a brief outage where drop-down menus would not expand, including the system field 'Type.' This prevented users from selecting options in dropdowns and hindered ticket creation and updates across several pods.

The Zendesk Help Center experienced a brief outage across multiple Pods causing 429 errors for customers. This outage affected several Help Center components including Articles / Knowledge Base, Community, Misc, API, Search, the Zendesk Advocacy Widget, and the Requests / Request Form, limiting access to articles and submission forms.

The outage began at 11:51 AM UTC and was resolved by 12:26 PM UTC, lasting about 35 minutes. The Zendesk status page posted 2 updates during the incident.

User reports indicated some users experienced issues during the event, reflecting a brief but global impact across the Help Center. Services returned to normal after the incident, with all affected components restored.

Zendesk Sell experienced a brief outage in its outbound email service, impacting Sell customers' ability to send emails. The Zendesk status page listed Sell / Email Service as degraded and noted that a fix was being worked on with more updates to come. The outage began at Feb 15, 2025 1:56 AM UTC and was resolved by Feb 15, 2025 2:11 AM UTC, lasting about 15 minutes. During the incident, Zendesk issued two status updates before the service returned to normal.

The incident began at 7:31 PM UTC when Zendesk listed a warning for the Guide publishing workflow on Pod 13, citing an inability to publish Guide article updates. The issue affected seven Guide components: Articles / Knowledge Base, Community, Misc, API, Search, Zendesk Advocacy Widget (via guide), and Requests / Request Form. Users attempting to publish changes to Guide articles may have experienced failures or degraded publishing during this window. The status was updated to up at 7:57 PM UTC, and the platforms returned to normal afterward, with the incident lasting approximately 26 minutes. The provider issued 2 official status updates during the incident, and services resumed normal operation by the end of the window.

Zendesk experienced a brief outage affecting the Chat / Misc component, impacting a subset of AI Agents, including those on the Z2 Widget used to contact Zendesk Support. During the incident, requests sent via chat were redirected to the Zendesk web form as a failover while the issue was investigated. The disruption lasted about 10 minutes, beginning at Feb 13, 2025 4:16 PM UTC and resolving by Feb 13, 2025 4:26 PM UTC. The status page shows two updates during the incident, and normal chat functionality returned after the failover.

Zendesk Support experienced a brief disruption where Views in Department Space temporarily restricted access to tickets for Pod 13 agents. The issue began at 6:41 PM UTC and progressed to a degraded state by 7:06 PM UTC, then was fully resolved by 7:31 PM UTC, lasting about 50 minutes. Zendesk issued three status updates during the incident, noting that the Department Space designation was restricting agent ticket access and advising agents to ensure at least one brand is set to properly display tickets. The issue was contained to the Support / Views component and did not indicate broader platform impact.

Zendesk reported an outage affecting Explore dashboards for some US-hosted customers, causing dashboards to fail refreshing and resulting in delays across Explore features. The issue began around Feb 6, 2025 8:00 PM UTC and impacted 6 Explore components including Data Extraction & Transformation, Data Exploration & Visualization, Dashboard Scheduling & Sharing, Misc, Zendesk Advocacy Widget (via Explore), and Live Data Streaming. The incident was addressed by Zendesk engineering and a fix was deployed as they monitored the service, with updates issued to communicate progress.