Service Incident - March 30, 2026 - Chat | Pod 25 - Chat service issue for customers in Pod 25

Summary

On March 30, 2026 from 03:30 UTC to 03:48 UTC, some Chat customers in Pod 25 experienced a service outage, preventing agents from sending and receiving chats and causing the loading failures in the Chat dashboard.

Timeline

March 30, 2026 04:22 UTC | March 29, 2026 09:22 PM PT

We have detected a Chat and Messaging service issue that may have impacted customers on Pod 25 between 03:30 UTC and 03:50 UTC. Our team has resolved the issue. We apologize for any inconvenience caused by this issue and will be performing a full analysis to understand the cause. Thank you.

March 26, 2026 04:56 UTC | March 26, 2026 09:56 PM PT

The issue affecting the Chat and Messaging services on Pod 25, has been resolved. We appreciate your patience and understanding throughout this matter.

Root Cause Analysis

The incident was caused by a hardware failure with our partner provider that rendered one of the servers supporting Chat in Pod 25 unreachable. Service was restored after restarting the affected server, and the provider confirmed responsibility for the issue.

Resolution

To fix this issue, we restored the system by restarting the affected Chat server in Pod 25, with recovery confirmed as traffic and monitoring metrics returned to normal. Continuous monitoring has been maintained to ensure ongoing stability for all impacted customers.

Remediation Items

Automate customer impact assessment for Chat outages to improve internal responses times.

Improve monitors and alerts to quickly detect hardware failures in server infrastructure and to improve response times.

Automate recovery actions for hardware failures to reduce downtime and avoid manual fixes.

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.