Service Incident - July 24, 2025 - All Pods | AI Agents content page is broken

Summary

On July 24, 2025, from 7:42 UTC to 8:23 UTC, customers on the primary Europe domain experienced interruptions when accessing the Use Cases page for AI Agents Advanced.

Timeline

July 24, 2025 7:53 UTC | July 24, 2025 12:53 AM PT

We identified that the outage on the Use Cases page for AI Agents Advanced was due to incorrect data being received. Following a thorough review, a recovery process was successfully executed, and the page is now fully operational without any further issues. We appreciate your patience and understanding while our team worked to resolve this matter.

Root Cause Analysis

This incident was caused by an unexpected issue during a recent update, which affected the data used to display the content page.

Resolution

To fix the issue, the problematic records were identified and removed, followed by the execution of a recovery script to restore full functionality of the Use Cases page.

Remediation Items

Ensure all related deployments are completed in the correct order to prevent validation mismatches.

Improve deployment documentation and processes to avoid missed production deployments.

Enhance pre-production testing and verification for data migrations affecting live environments.

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.