Service Incident - June 29, 2026 - AI Agents | Pod 13 - AI Agents bot creating tickets in different account than linked

Summary

Between June 25, 2026, 00:00 UTC and 22:46 UTC, and again on July 2, 2026, from 20:01 UTC to 22:42 UTC, AI Agents customers in Pod 13 experienced issues where conversations meant for one account were incorrectly routed to another, causing delays and wrong ticket creation. The recurrence on July 2 was resolved by updating the connection settings.

Timeline

June 26, 2026 10:06 UTC | June 26, 2026 3:06 AM PT

We are pleased to inform you that the issue causing AI Agents Advanced conversations to not be responded to within the same ticket has been resolved. We sincerely appreciate your patience as our team diligently addressed this matter.

Root Cause Analysis

The incident was caused by a configuration error where a record was linked to the wrong organization, leading to messages and tickets being routed to the incorrect account.

Resolution

To resolve the issue, we removed outdated webhook information, regenerated the webhook configuration to link correctly to the proper account, and reconnected and fully tested the affected bots to ensure conversations and ticket creation were functioning properly for the correct customers.

Remediation Items

Require formal change requests and peer approval for all production database modifications to ensure careful review and oversight.

Correct the bot configurations related to INC-6427 to prevent recurrence of the issue.

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.