Service Incident - August 3, 2026 - Support | Multiple Pods - Pod 17 Zendesk Support page access issues

Summary

On August 3, 2026, from 06:25 UTC to 06:47 UTC, Zendesk Support customers, primarily on Pod 17, with a limited number of reports from Pods 18, 28, 15, and 27, experienced an inability to access the platform, including HTTP 503 Service Unavailable errors. During the recovery period, some customers also experienced intermittent slowness before service was fully restored.

Timeline

August 3, 2026 6:51 UTC | August 2, 2026 11:51 PM PT

We are currently investigating an issue affecting the Zendesk Support platform on Pod 17. Customers in this region are experiencing service disruptions and receiving 503 errors when attempting to access the Support.
Our engineering team is actively prioritizing the investigation. We are working to resolve this as quickly as possible and will provide updates as soon as we have new information to share. We apologize for the inconvenience and appreciate your patience.

August 3, 2026 7:11 UTC | August 2, 2026 12:11 AM PT

We are starting to see recovery on the Zendesk Support platform for Pod 17. While our engineering team continues to investigate the underlying cause, we'd like to ask for your help: please test your access to Support and let us know if you're experiencing improved service.
We'll continue to monitor the situation closely and provide updates as we learn more. Thank you for your patience.

August 3, 2026 7:52 UTC | August 2, 2026 12:52 AM PT

We are seeing recovery in accessing Zendesk Support platform, and most customers are now able to access the service. However, we are receiving reports of intermittent slowness when loading pages in the Support module.
Our engineering team is actively investigating the underlying cause and prioritizing a fix. We will share an update as soon as we have more information.
Thank you for your patience.

August 3, 2026 8:44 UTC | August 2, 2026 1:44 AM PT

We are pleased to confirm that our engineering team has verified recovery of the Zendesk Support platform. Service is now fully restored and operating normally. We will continue to closely monitor the situation and will provide an update if any issues emerge.
Thank you for your patience during this incident, and we apologize for the disruption you experienced.

August 3, 2026 15:57 UTC | August 2, 2026 8:57 AM PT

We are pleased to inform you that the issue affecting access to the Zendesk Support platform has been resolved. We appreciate your patience and understanding while our engineering teams worked diligently to resolve this issue.

Root Cause Analysis

This incident occurred after we made a change to adjust our system processing settings. As traffic increased, the system became more reactive, prioritizing some processes over others. This shift reduced our overall capacity to serve requests, which in turn resulted in temporary service interruptions and the appearance of HTTP 503 errors.

Resolution

To resolve the issue, we increased our capacity, thereby alleviating bottlenecks in our processing queue. We also reversed the recent resource allocation change that had been contributing to increased preemption pressure. Additionally, we instituted stricter policy controls for future rollouts to occur within the approved deployment window.

Remediation Items

Review and adjust our deployment criteria to prevent error rates during similar transitions.

Enforce specific maintenance windows for all service switchovers to ensure smooth transitions.

Evaluate increasing the baseline capacity for services to enhance performance.

Implement a grace period before initiating resource adjustments to allow ongoing tasks to complete.

Adjust resource reallocation procedures so that they adhere strictly to our designated priority levels.

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.