Service Incident - October 14, 2025 - Pod 13 | Sunshine Conversations - Messaging delays

Summary

On October 14, 2025, 16:24 UTC to October 23, 2025, 02:39 UTC, customers using Sunshine Conversations messaging on Pod 13 experienced delays in sending and receiving messages, with some tickets becoming unresponsive and requiring manual refreshes. Pod 18 was also affected by message delays, though to a lesser extent.

Timeline

October 14, 2025 21:01 UTC | October 14, 2025 1:01 PM PT

We are aware of an issue causing delays when sending and receiving messages via Sunshine Conversations on Pod 13 and our team is investigating. Some agents may have to refresh their browser to see updated messages. We will provide additional information when we have a substantive update to share.

October 14, 2025 21:40 UTC | October 14, 2025 1:40 PM PT

After rolling back a recent update, we have stabilized from the issue causing delays in Sunshine Conversations for customers on Pod 13. Messages should send and be received without delay at this time. Please let us know if you continue to experience any issues.

October 15, 2025 15:01 UTC | October 15, 2025 8:01 PM PT

Our engineers attempted to redeploy yesterday's update at 13:34 UTC (06:34 AM PT) and completed it by 14:09 UTC (07:09 AM PT). Following deployment, the issue recurred, and at 14:44 UTC (07:44 AM PT), our engineers initiated a rollback of the affected feature to mitigate the problem. We apologize for any inconvenience this may have caused ask for your patience as we work diligently to resolve the matter. We will provide updates as they become available.

October 23, 2025 02:39 AM UTC | October 22, 2025 07:39 PM PT

We are pleased to announce that delays with sending and receiving Sunshine Conversations messages on Pod 13 and Pod 18 have been resolved. Thank you for your patience.

Root Cause Analysis

This incident was caused by unexpected issues during the rollout of the Pre-Agent-Ticket feature. Automatic resource adjustments affected important messaging services, leading to interruptions and performance problems. Additionally, memory shortages impacted parts of the system handling message processing on Pod 13 and other pods. These problems were related to capacity planning and changes made to the system setup.

Resolution

To fix this issue, the engineering team temporarily adjusted resource management settings and increased capacity for key system components. The new feature rollout was paused on Pod 13 while these changes were implemented. Following these measures, the rollout resumed steadily, restoring normal message delivery across the affected pods.

Remediation Items

Implemented additional monitoring to identify delays related to the new feature rollout at an early stage.

Increased system capacity to better handle increased usage.

Adjusted resource management settings during the rollout to prevent interruptions during periods of high demand.

Improved planning and monitoring processes to better prepare for future increases in workload.

FOR MORE INFORMATION

For current system status information about Zendesk and specific impacts to your account, visit our system status page. You can follow this article to be notified when our post-mortem report is published. If you have additional questions about this incident, contact Zendesk customer support.