Service Incident - July 24, 2026 - Support | Multiple Pods - Customers experiencing server errors when trying to access their Zendesk instances

Summary

On July 24, 2026, between 10:45 UTC and 11:12 UTC, Premier customers across several pods experienced intermittent server errors, which caused occasional difficulties accessing Zendesk Support and Ticketing services.

Timeline

July 24, 2026 11:34 UTC | July 24, 2026 4:34 AM PT

We’re currently investigating an issue that is preventing some customers from accessing Zendesk. Our engineering team is actively working on it, and we’ll share an update as soon as we have more information.

July 24, 2026 13:07 UTC | July 24, 2026 6:07 AM PT

The issue affecting access to Zendesk has now been fully resolved. Customers should once again be able to access the platform normally. We appreciate your patience and understanding while our engineering team investigated and resolved this matter.

Root Cause Analysis

This incident was caused by a network routing failure in our web services partner's US West region, which disrupted connectivity to our infrastructure. This prevented reliable access for customers, leading to increased timeouts and access errors.

Resolution

The issue was resolved by monitoring the network connectivity while our web services partner stabilized their routing in the US West region. Customer access was confirmed to have recovered across all affected areas before transitioning the incident into monitoring and eventual closure.

Remediation Items

Obtain and document a detailed explanation from the content delivery partner about the root cause of the incident.

Review and update the incident report timeline to accurately reflect the observed recovery period.

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.