Service Incident - October 10th, 2025 | Multiple pods - Zendesk Talk availability errors

SUMMARY

On October 10, 2025, at 00:20 UTC, we received six reports of customers encountering a "Talk is unavailable right now" error. The issue affected Zendesk Talk users from six accounts hosted on pods 15, 19, and 30, causing disruptions with inbound and outbound calls. Premier customers were not impacted as the Arturo rollout excluded high value customers.

Timeline

October 10, 2025 03:32 AM UTC | October 9, 2025 08:32 PM PT

We are aware of an issue with Zendesk Talk causing the error message, "Talk is unavailable right now." Our engineering team implemented a fix. Please refresh your browser and try again. Thank you for your patience and cooperation.

October 10, 2025 5:32 PM UTC | October 10, 2025 10:32 AM PT

Thank you for your patience. We have confirmed there are no more errors with Zendesk Talk following our fix and a period of monitoring. We will consider this incident resolved, but please reach out if you see issues in the future.

Root Cause Analysis

The incident was caused by a discrepancy between the API keys stored in Zendesk’s system and those on Twilio for certain accounts created in 2025.

Resolution

To fix this issue, a global rollback was completed for all affected systems, with exceptions handled during off-hours for key customers. Communications were sent to users along with guidance to refresh their browsers, and further work will correct account-related issues to prevent recurrence.

Remediation Items

Identify and correct accounts with mismatched API keys between Zendesk and Twilio by updating and backfilling the necessary data.

Fix the code responsible for incorrectly increasing the Twilio Device Error Metric to ensure accurate error tracking.

Monitor and investigate the JWT token invalidation issue related to Twilio devices, specifically error code 31204, to prevent future occurrences.

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.