Service Incident - April 22, 2026 - Knowledge | Pod 27 - Customer articles not updating in the Help Center

Summary

On April 22, 2026 from 10:15 UTC to 20:58 UTC, Guide (Help Center) customers on pod 27 experienced failures and delays when publishing or updating Knowledge articles, with article changes not being processed until the backlog cleared.

Timeline

April 22, 2026 18:29 UTC | April 22, 2026 11:29 AM PT

We are aware of an issue impacting publishing new or updating Knowledge articles for some customers on pod 27. Our engineering team is investigating. We will provide updates as soon as they are available.

April 22, 2026 19:10 UTC | April 22, 2026 12:10 PM PT

Our engineers have identified the root cause that was preventing article updates from publishing. Once we deploy a fix for this we expect any pending updates to successfully process. You should see the pending changes complete over time as we catch up with the backlog. We will update you when the backlog is processed and all pending article updates are published.

April 22, 2026 20:46 UTC | April 22, 2026 01:26 PM PT

Thank you for your patience while we released the fix for the issue preventing Knowledge article updates. This has now been released to all affected customers. However, article updates that were pending may still be delayed. We are actively monitoring the backlog and will provide a final update when all pending publications have been completed.

April 22, 2026 21:01 UTC | April 22, 2026 02:01 PM PT

Thank you once again for your patience, and we are pleased to inform you that all pending article updates are now published, and the issue is now resolved. Future article updates should no longer present the same delays as seen during this incident.

Root Cause Analysis

The incident was caused by a coding error in the Help Center system’s error handling, which repeatedly retried certain events and blocked processing, resulting in delays in article publishing and updates.

Resolution

To fix this issue, our team corrected a typo in the code and deployed the update to the affected system. We then monitored progress until the backlog of article updates was fully cleared.

Remediation Items

Enhance alerting to quickly detect stalled article updates and message backlogs.

Create combined alerts that notify teams when error rates and message queue delays occur together.

Implement pod-specific alerts to detect spikes in errors related to Help Center data queries.

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.