Is Zendesk down?

We are beginning to see some improvement in the Search issues affecting Pod 27. Please refresh your browser and let us know if you continue to experience any issues.

We are happy to report that we have recovered from the issue affecting Search functions within Support on Pod 27, and the issue is now resolved. Thank you for your patience during our investigation.

We are aware that customers with AI Agents Advanced data hosted in the EU region may see missing or delayed agent and customer messages in conversation views, as well as missing or delayed analytics data. We understand that incomplete conversation history and reporting can disrupt your work, and we apologize for the impact. Our engineers have applied changes to restore processing and are monitoring recovery while the remaining backlog clears. Based on the current processing rate, we estimate the backlog will clear over the next few hours, with delayed data populating as it is processed. This estimate may change, and some remaining data gaps may require additional recovery work. We continue to investigate these gaps and will provide further updates as recovery progresses. Thank you for your patience while we work to restore complete visibility into your data.

Our engineering teams have completed processing the majority of the backlog that caused agent and customer messages to be delayed or missing from conversation views. The remaining messages are still being processed, and work is also ongoing to restore the related analytics data. We are actively monitoring service performance and recovery progress to ensure that the remaining backlog is processed successfully. Please verify whether the messages that were previously missing are now visible in your conversation views. If any messages remain unavailable or delayed, please contact us with the affected conversation details and approximate message times so that we can investigate further.

Our continued work to backfill missed agent and customer messages in conversation views has uncovered another subset of messages to process. We are monitoring the backfill procedure and our initial estimates show it will be completed tomorrow, Tuesday October 20th. We will provide an update when we can narrow the timeline or if we need to amend the completion target date.

Most previously delayed conversation messages have been processed, but some historical messages remain missing and recovery is not yet complete. We paused the historical message recovery process after it caused delays in another part of the service. Those additional delays have now cleared, and our engineers are developing a revised approach to resume recovery while protecting service stability. We currently do not have a revised completion time; however, we will share further update once the revised recovery plan and timeline are confirmed. We apologize for the continued disruption.

We have another update on the recovery of missing or delayed AI Agent conversation messages. We are monitoring the backlog recovery process and anticipate the new completion date to be October 21st, 2026. Thank you for your understanding and patience. We'll be certain to update when the backlog processing is complete or any new information here.

We have completed recovery of the historical agent and customer messages affected by this incident for AI Agents Advanced customers hosted in the EU region. Previously missing messages should now be visible in conversation views. We apologize for the disruption and thank you for your patience throughout the recovery.

We are aware of an issue impacting outbound email delivery to some mail providers. Some outbound email may fail with an error code 554 -- permanent rejection, meaning the outbound email was not sent and will not be retried. We are working with these mail providers and will provide an update as soon as possible.

We have observed recovery and are now seeing successful outbound email delivery to the affected email providers. Please let us know if you continue to see any 554 status coded rejections to these recipients. Unfortunately we are unable to resend these emails on your behalf, and we apologize for that inconvenience.

We are aware of an issue affecting Voice on Pod 20 that is causing agents to experience difficulties leaving wrap-up mode. We are also seeing some call recordings not append to tickets as expected. We are investigating and will provide further information when we have a substantive update to share. In the meantime, we recommend trying to manually click "finish wrap-up" (don't wait for the auto-timeout), and in case "finish wrap-up" doesn't respond, toggle Voice availability Off then On.

Our team have addressed the underlying cause of the issue that prevented some agents from exiting wrap-up mode after a Voice call. Agents ending a call should see wrap-up, and all relevant agent availability functions are back to normal. Thank you for your patience while we recovered from this incident.

We are aware of an issue affecting custom ticket statuses. Some customers may see statuses marked as inactive and be unable to restore them, while other statuses may not appear at all. Our engineering team has identified the cause and is actively working to resolve the issue. We apologize for the disruption and will provide another update as soon as more information is available.

We have deployed a fix for the issue affecting custom ticket statuses. Please check whether your statuses are now visible and can be managed as expected.  If you still see missing or inactive statuses, please reply to let us know. We will be happy to continue investigating with you. We apologize for the disruption and appreciate your help in confirming the resolution.

Our engineering team is continuing to roll out the fix for the custom ticket status issue to the remaining affected service environments. We appreciate your patience while this work is completed and will provide further updates as they become available.

Our engineering teams have completed deployment of the fix. Please verify whether custom ticket statuses are now displaying and functioning as expected. If the issue persists, please clear your browser cache and cookies, then check the ticket statuses again using a private or incognito browser window. If the issue continues after these steps, please contact us so we can provide further assistance.