Service Incident - April 8, 2026 - Support/Chat | Multiple Pods - "Message not found" errors in Chat and ticketing

Summary

On April 8, 2026, between 06:33 UTC and 11:49 UTC, Support (Agent Workspace) customers in pods 13, 15, 18, 23, and 26 encountered "Message not found" errors affecting Messaging and ticketing functionalities in Zendesk Support. This issue prevented agents and advocates from effectively viewing, responding to, or managing the impacted tickets.

Timeline

April 8, 2026 9:40 UTC | April 8, 2026 2:40 AM PT

We are aware that customers are encountering a "Message not found" error when accessing their Messaging tickets. Our engineering team is actively investigating the issue. We apologize for the inconvenience and will provide updates as they become available.

April 8, 2026 10:26 UTC | April 8, 2026 3:26 AM PT

Our engineers have deployed a mitigation and observed recovery in the affected Messaging and ticketing functionalities. We kindly request your feedback to confirm whether the fix is effective. Please do not hesitate to contact us if the issue persists so that we may assist you further.

April 8, 2026 14:00 UTC | April 8, 2026 7:00 AM PT

Our engineers have deployed a mitigation, and most of the issues affecting Messaging and ticketing functionalities have been resolved. We are continuing to monitor the situation closely for any further reports.

April 8, 2026 20:40 UTC | April 8, 2026 1:40 PM PT

We have received a number of customer recovery reports and our internal monitoring confirms that the issue causing the "messages not found" errors is now fully resolved. Thank you for your patience.

Root Cause Analysis

The incident was caused by a bug in the frontend application that mishandled certain conversation events, leading to errors that prevented ticket conversations from displaying properly.

Resolution

To resolve the issue, we disabled the affected feature for impacted customers and advised a hard page refresh to restore normal ticket and conversation displays. Our engineers are working on a permanent fix to properly handle unsupported conversation events.

Remediation Items

Roll out feature updates gradually with careful testing to catch any issues early.

Add more monitoring and alert systems to quickly identify and respond to problems.

Review internal logs to track how many customers were affected during the incident.

Fix the issue with conversation event failures caused by unsupported conversation types and add tests to prevent future occurrences.

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.