Service Incident - June 19, 2026 - AI Agents | OpenAI service delays and error issues

Summary

On June 19, 2026, between 14:19 UTC and 15:01 UTC, AI Agents customers across all pods experienced service delays and errors when using AI features such as composing and enhancing messages, due to an issue affecting the Open AI service in the GCP EU region.

Timeline

June 19, 2026 16: UTC | June 19, 2026 9:30 AM PT

We are aware of an issue that affected AI Agents and Zendesk Support AI features between 14:09 and 15:01 UTC on June 19. The incident was caused by a service degradation with our vendor, OpenAI, resulting in slow responses or intermittent errors for some customers. This issue has been fully resolved, and all services are operating normally. We apologize for the inconvenience caused.

Root Cause Analysis

This incident was caused by an upstream service disruption in the EU region that impacted the flow of data through our system, resulting in cascading failures that affected AI agent performance.

Resolution

The issue was resolved by monitoring until the external service stabilized and recovered, after which related systems resumed normal operation without the need for manual intervention.

Remediation Items

Explore options for automatic failover with the API provider to minimize service disruptions.

Investigate why the on-call team was not contacted by phone during this incident and improve notification processes.

Replace the global fallback setting with service-specific fallback configurations for better reliability.

Confirm whether the fallback option for the Azure OpenAI service is properly configured.

FOR MORE INFORMATION

For current system status information about Zendesk and specific impacts to your account, visit our system status page. If you have additional questions about this incident, contact Zendesk customer support.