Service Incident - January 28, 2026 - Multiple Services | Pods 18, 20, and 29 - Issue Impacting Multiple Zendesk Functions

Summary

On January 28, 2026, from 07:37 UTC to 08:53 UTC, customers on Pods 18, 20, and 29 experienced outages affecting Zendesk Analytics dashboards, Chat, Admin Center, and the product tray. During this time, agents were unable to respond to WhatsApp messages.

Timeline

January 28, 2026, 10:18 AM UTC | January 28, 2026, 2:18 AM PST

We are pleased to inform you that the issues impacting multiple functionalities within Support, Chat, Analytics, and Admin Center on Pods 18, 20, and 29 have been resolved. We appreciate your patience and understanding during the resolution process.

January 28, 2026, 08:16 AM UTC | January 28, 2026, 12:16 AM PST

We are aware of an issue affecting multiple functions within Support, Chat, Analytics and Admin Center. Our engineers have implemented a mitigation, and we are observing signs of recovery. We apologize for the inconvenience and will provide updates as we continue to monitor system stability.

Root Cause Analysis

This incident was caused by a recent update that accidentally removed a key setting from one of our internal services responsible for managing user access. During this update, a cleanup step mistakenly deleted parts of that service in some areas, which prevented it from working properly and caused outages.

Resolution

To fix this issue, the engineering team reversed the recent update to the last stable version. This restored the affected services, lowered errors, and allowed everything to return to normal. The team continued monitoring closely to make sure everything stayed stable before concluding the incident.

Remediation Items

Prevent teams from making changes that could cause confusion about which resources are in use.

Set up automatic recovery for key services to minimize downtime.

Improve alerts and monitoring around update processes to catch problems sooner.

Review and update procedures to ensure cleanup steps are done properly.