Service Incident - August 19, 2026 - Support | All Pods - Failures for 3rd-party apps

Summary

On August 19, 2026, from 06:27 UTC and 08:09 UTC, some customers using third-party apps and certain Support apps across all Pods experienced app failures, 503 errors, and request timeouts. Contact Center login and integration functionality was also impacted.

Timeline

August 19, 2026 08:00 AM UTC
We’re investigating an issue affecting third-party app functionality, where some customers may be unable to use certain apps or may encounter errors and timeouts. Our teams have observed that service is now operating normally. Please refresh your browser and check whether the issue has been resolved on your end. Thank you for your patience as we worked through this.

August 19, 2026 08:33 AM UTC
We’re happy to report that the issue affecting third-party app functionality has been fully resolved and service has been restored. We appreciate your understanding and cooperation throughout this incident.

Root Cause Analysis

This incident was caused by a configuration change that affected how requests from third-party apps were routed, resulting in 503 errors and timeouts.

The incident was made more difficult to diagnose by other changes occurring around the same time, as well as gaps in review and testing for the configuration change.

Resolution

To resolve the issue, we restored the affected request-routing configuration and validated recovery through automated testing, additional checks, and customer confirmation. We also restored related Contact Center configuration after a customer reported login and integration problems.

Customers were updated through the status page and support communications, with guidance to reload and re-check their apps where necessary.

Remediation Items

Strengthen review and testing requirements for routing and configuration changes.

Improve safeguards and lifecycle management for configuration changes.

Improve change visibility and coordination during deployments.

Continue enhancing monitoring and automated tests for app availability and routing.

Document response and recovery procedures for future incidents.

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.