Service Incident - October 06, 2025 - Multiple pods | Workforce Management - WFM degraded performance

Summary

On October 6, 2025, from 14:13 UTC to 15:25 UTC, customers were unable to access Workforce Management (WFM). This outage prevented agents from clocking in or out.

Timeline

October 06, 2025 14:41 UTC | 07:41 AM PT

We have received reports indicating that some users are experiencing difficulties accessing Workforce Management (WFM). Our engineering team is actively investigating the issue. We apologize for the inconvenience and will provide updates as more information becomes available.

October 06, 2025 15:39 UTC | 08:39 AM PT

We’ve received an update from our engineering team that the issue affecting access to Workforce Management (WFM) has been mitigated. We would appreciate your feedback on whether the system is now accessible. Should you continue to experience difficulties, please contact us so we can provide further assistance.

October 06, 2025 21:22 UTC | 01:22 PM PT

We are happy to report that the issue affecting Workforce Management (WFM) has been resolved, and functionality has been restored at this time. Thank you for your patience during our investigation.

Root Cause Analysis

This incident was caused by an error encountered during the transition from the legacy system to the new version, which impacted a subset of customer accounts. Furthermore, associated infrastructure updates had not been fully completed at that time.

Resolution

To fix this issue, the team adjusted the network settings to restore access and manually updated the accounts that were affected. After these changes took effect, checks both internally and from customers confirmed that access was fully restored.

Remediation Items

Review and strengthen system connections to prevent similar issues during future updates.

Ensure updates are thoroughly applied to all customer accounts before completing rollouts.

Redirect network traffic from outdated systems to active ones to maintain service continuity.

Improve monitoring and alert systems to identify and address potential issues quickly.

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.