Service Incident - August 7, 2026 - Support | All Pods - Exchange connector not retrying outbound emails

Summary

On July 23, 2026, from 10:14 UTC to August 7, 2026, 13:32 UTC, Exchange Connector customers across multiple pods experienced delayed or missing outbound Support email notifications. Failed email sends were not retried as expected, and in some cases, pending retries prevented subsequent ticket notifications from being sent.

Timeline

August 7, 2026 10:35 UTC | August 7, 2026 3:35 AM PT

We're aware of an issue affecting email retries in our Exchange connector. Our engineering team is currently investigating and working on a resolution. We'll provide updates as soon as we have more information.

August 7, 2026 15:49 UTC | August 7, 2026 8:49 AM PT

We are happy to report that the issue affecting email retries in our Exchange connector has been resolved, and the backfill for affected emails has completed. Any missed retried emails during the window of impact should be processed, and now appear as expected. Thank you for your patience during our investigation.

Root Cause Analysis

This incident was caused by a software change that unintentionally prevented the process responsible for retrying failed outbound emails from running. As a result, failed email deliveries were not automatically retried as expected.

Resolution

To resolve the issue, we restored the process responsible for scheduling failed email retries and introduced safeguards for messages that were no longer eligible for retry. The fixes were gradually deployed across production, and missing email-status notifications were backfilled for affected messages that could not be retried.

Remediation Items

Introduce monitoring to alert us if automated retry actions fail to start.

Investigate the possibility of adding extra email context to improve clarity.

Consider merging all service roles into a single operational unit for better performance.

Develop a process for extended tests to verify the system’s long-term stability.

Examine strategies to ensure one individual ticket does not become entirely unresponsive.

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.