Service Incident - August 4, 2026 - Support | Pod 26 - Zendesk Support could not be loaded due to an error

Summary

On August 4, 2026, from 23:34 UTC to 00:28 UTC on August 5, 2026, Zendesk Support customers on Pod 26 experienced an inability to load Z2, receiving 503 errors until service was restored and they refreshed the page.

Timeline

August 5, 2026 00:09 UTC | August 4, 2026 5:09 PM PT

We are aware of an issue affecting Pod 26 in Zendesk Support that is preventing impacted customers and internal advocates from accessing the service. Our engineering team is currently investigating, and we will provide an update in 30 minutes. Thank you for your patience and understanding.

August 5, 2026 00:32 UTC | August 4, 2026 5:32 PM PT

We are happy to inform you that the issue affecting Pod 26 in Zendesk Support, which temporarily prevented impacted customers and internal advocates from accessing the service, has now been resolved. Thank you for your patience and understanding.

Root Cause Analysis

This incident was triggered by the deployment of a new release before all necessary pre-deployment checks had been completed. An issue with our documentation process meant that some important resources weren’t published as planned, leading to temporary service startup problems on one of our systems, which resulted in 503 errors. We are taking steps to ensure this does not happen again.

Resolution

To fix this issue, we first reverted the Lotus deployment to quickly restore service to Z2 on Pod 26. We also removed version 30400 from our main release channel to ensure that this issue does not occur again.

Remediation Items

Implement a validation check to confirm that all required assets and startup processes perform as expected before any deployment.

Enforce that deployments are only initiated after all pre-launch tests have been successfully completed.

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.