Service Incident - August 13, 2026 - Sunshine Platform, Support, Analytics, Sales | Pods 28 & 29 - No Healthy Upstream responses on multiple Zendesk services

Summary

On August 13, 2026, from 15:14 UTC to 16:38 UTC, customers on Pods 28 and 29 experienced elevated HTTP 500 and 503 errors, resulting in degraded or unavailable functionality across Sell, Explore, Sunshine Conversations, Support/Support SDK, Interaction History, and the Events API.

Timeline

August 13, 2026 4:06 UTC | August 13, 2026 9:06 AM PT

We are receiving reports of an issue affecting pods 28 and 29 that is causing impact to multiple products, including Sell and Explore, returning errors. We are investigating and will provide further details shortly.
Thank you for your patience in the meantime.

August 13, 2026 4:21 UTC | August 13, 2026 9:21 AM PT

We have confirmed an issue affecting multiple products on pods 28 and 29, including Explore, Sales, Sunshine Conversations, and Support/Support SDK. Our team is working to mitigate the impact and we will provide additional information when we have a substantive update to share.
Thank you for your patience in the meantime.

August 13, 2026 4:43 UTC | August 13, 2026 9:43 AM PT

We are beginning to see recovery from the issue affecting multiple products on pods 28 and 29. We will monitor the situation to ensure full recovery across all products. Please let us know if you continue to experience any issues.

August 13, 2026 5:03 UTC | August 2, 2026 10:03 PM PT

Thank you for your patience while we resolved the issue impacting multiple Zendesk products in pod 28 and 29. We have observed full recovery across all the impacted products.

Root Cause Analysis

This incident was caused by an infrastructure rollback that inadvertently removed required DNS configuration for Pods 28 and 29. This prevented services from resolving and communicating with dependencies across pods, resulting in service connectivity failures and elevated error rates.

Resolution

To fix the issue, our engineers manually re-associated the required private domain settings with the virtual networks for Pods 29 and 28. We then conducted thorough validation steps to ensure that these associations were correctly reinstated across all affected pods, thereby restoring proper service communication.

Remediation Items

Improve record retention so important operational information remains available during extended service delays.

Add early warnings when required service connectivity is not configured correctly.

Automate configuration management and ensure changes can be safely undone if needed.

Define clear responsibility for shared connectivity settings across teams.

Strengthen monitoring to detect service communication issues sooner and reduce the time needed to respond.

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.