Service Incident - July 31, 2026 - AI Agents | All Pods - AI Agents Advanced dashboard accessibility issues

Summary

Between July 31, 2026, 01:15 UTC and August 4, 2026, 09:11 UTC, some customers with Employee Service Suite accounts and sandboxes experienced an issue that unexpectedly removed their Ultimate (AI Agents Advanced) entitlement. As a result, affected customers were temporarily unable to access AI Agents Advanced until the issue was resolved and access was restored.

Timeline

August 3, 2026 6:34 UTC | August 2, 2026 11:34 PM PT

We are investigating an issue where a small number of accounts lost access to AI Agents (Ultimate) on Friday, July 31st at approximately 1:20 AM UTC due to a provisioning process error during an Employee Service Suite update. The affected product is AI Agents Advanced. We are working to restore the access in of the known affected accounts in priority and are implementing safeguards to prevent this from happening again. We continue to investigate the full scope of impact and will provide further updates as soon as it becomes available.

August 3, 2026 11:38 UTC | August 3, 2026 4:38 AM PT

We have successfully resolved the issue affecting AI Agents access. All identified accounts have had their access restored. The AI Agents service is now fully operational for all affected customers.

August 4, 2026 9:30 UTC | August 4, 2026 2:30 AM PT (Issue recurrence for some accounts)

We’ve identified additional accounts that lost access to AI Agents as part of the provisioning issue reported earlier. Our engineering team has completed work to restore access for these accounts, and all identified affected accounts should now have their AI Agents access restored.
We apologize for the disruption and appreciate your patience while we worked to resolve this issue.

Root Cause Analysis

This incident was caused by an incomplete Unleash provisioning and exclusion list used during the Employee Service Suite backfill. Consequently, eligible accounts that should have been excluded were inadvertently processed, resulting in the unintended cancellation of Ultimate (AI Agents Advanced) entitlements.

Resolution

To resolve the issue, the Account Service and Unleash teams restored Ultimate access for all identified affected accounts. They also updated the exclusion list to include impacted and at-risk accounts, preventing unintended entitlement removals during future billing events and synchronization processes. Additionally, accounts that had been incorrectly included in the rollout were removed from the rollout scope to prevent recurrence.

Remediation Items

Share a validated list of all affected accounts with stakeholders before starting any corrective updates.

Require peer review and cross-team approval before performing account removals.

Include the Advocates Team in early communications for visibility into planned changes.

Align with all relevant teams on the rollout plan before executing corrective actions.

Investigate the omission of subscribed accounts from the update process and implement safeguards to prevent similar gaps in future rollouts.

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.