Service Incident - November 06, 2025 - Multiple pods | Analytics - Error code 7 encountered when accessing Analytics

SUMMARY

On November 06, 2025, between 12:12 UTC (November 06, 2025 04:12 AM PT) and 13:15 UTC (November 06, 2025 05:15 AM PT), customers in multiple pods encountered Error code 7 and experienced difficulties loading reports in Zendesk Analytics.

Timeline

November 06, 2025 13:52 UTC | November 06, 2025 05:52 AM PT

We have received reports of customers encountering Error 7 codes when accessing the Explore service. Our engineering team is actively investigating this issue. We apologize for any inconvenience caused and appreciate your patience as we work to resolve the matter promptly. Updates will be provided as they become available.

November 06, 2025 15:21 UTC | November 06, 2025 07:21 AM PT

Our engineers have deployed a fix to resolve the Error code 7 in Analytics. We kindly request your feedback to confirm whether the issue has been resolved. Please do not hesitate to contact us so we can assist you further if needed.

November 06, 2025 16:02 UTC | November 06, 2025 08:02 AM PT

Our engineers have confirmed that the Error Code 7 issue affecting access to Analytics has been resolved, and all products are fully recovered. We wish to clarify that only historical data set reports were impacted during this incident, while real-time data continued to flow as expected. Please note that some scheduled dashboard emails may still contain this error; we advise customers to resend any affected dashboards. We appreciate your patience and understanding throughout this process.

Root Cause Analysis

The incident was caused by deployments in the US region occurring before updated credentials from the annual password rotation were applied, resulting in authentication failures. This issue arose because new passwords were deployed in the EU region first, while US deployments continued using outdated credentials.

Resolution

To address the issue, our engineering team applied new user credentials and passwords to all database shards in the US region and redeployed the impacted Analytics applications. This restored connectivity and ensured stable service for customers.

Remediation Items

Introduce soak time between key deployment steps, including adding database users in the EU and US and deployments in both regions, to ensure stability before progressing.

Update the runbook to prioritize recovery of the Explore engine first in incident response procedures.

Review and enhance monitoring to close detection gaps and improve response times for similar issues in the future.

FOR MORE INFORMATION

For current system status information about Zendesk and specific impacts to your account, visit our system status page. You can follow this article to be notified when our post-mortem report is published. If you have additional questions about this incident, contact Zendesk customer support.