Service Incident - November 10, 2025 - Chat | Pod 18 - Chat service issues for some EU customers

We apologize for the significant delay in posting this incident report. We have identified internal process improvements that will ensure future reports are published in a more timely manner.

Summary

On November 10, 2025 from 09:13 UTC to 09:25 UTC, a subset of Chat customers in the EU region (on Pod 18) experienced issues in multiple Chat messaging features including login, messaging and agent status errors.

Timeline

November 10, 2025 15:41 UTC | November 10, 2025 07:41 AM PT

We are aware of an issue preventing customers in accessing the Chat product on Pod 18 between 09:13 and 09:25 UTC. Our engineers have since mitigated the issue, and full service has been restored. We apologize for the inconvenience and any delayed communication, and we appreciate your patience as our team worked to resolve the matter.

Root Cause Analysis

A failure within our cloud provider’s infrastructure caused one of the Live Chat servers supporting EU Pod 18 to become unresponsive. Because this server could not process requests, customers in that region experienced chat disconnections and were unable to initiate new chats until service was restored.

Resolution

Our monitoring alerted us to the issue at 09:13 UTC, and the incident was immediately opened. The response team identified the impacted server as unresponsive and performed a restart at 09:18 UTC. Full functionality was restored by 09:25 UTC.

We continued to monitor stability, and we engaged our cloud provider’s support to investigate the underlying infrastructure failure.

Remediation Items

Work with cloud provider to determine cause and prevention steps [Done].

Improve detection of underlying hardware/infrastructure issues and automate remediation where safe [Done].

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.