Service Incident - October 8th, 2025 - Pods 29, 18, and 17 | Analytics - Dashboard can not be accessed for Explore: 5XX error

SUMMARY

On October 08, 2025 from 05:00 UTC to 12:07 UTC, we received 96 customer reports of editors and viewers receiving 500 errors when trying to access Zendesk Analytics dashboards due to blocked authentication requests.

Timeline

October 8, 2025 06:56 AM UTC | October 7, 2025 11:56 PM PT

We are currently aware of the issue affecting accessing and loading dashboards to reporting using the Zendesk Analytics. Our Engineering Team is actively investigating the matter, and we will provide an update as soon as possible. Thank you for your patience and understanding.

October 8, 2025 08:41 AM UTC | October 8, 2025 01:41 AM PT

We are currently aware of an issue impacting access and loading of Zendesk Analytics dashboards. Multiple engineering teams are actively working together to identify and resolve the issue as quickly as possible. We truly appreciate your patience and understanding during this time and will keep you updated when we have more information.

October 8, 2025 11:18 UTC | October 8, 2025 04:18 AM PT

Our engineering team has pinpointed the cause of the issue and is actively deploying a temporary fix as they investigate further for a permanent resolution. We sincerely apologize for the disruption this may have caused and appreciate your patience while we work to resolve it promptly. Updates will be shared as soon as new information becomes available.

October 8, 2025 12:00 UTC | October 8, 2025 05:00 AM PT

We have confirmation from our engineering team that a fix has been implemented, restoring access to the Explore live dashboards for our customers. We encourage you to provide feedback on whether the update has resolved the issue. Our engineers are actively pursuing a permanent solution, and we will share further updates as they become available.

October 9, 2025 14:33 UTC | October 9, 2025 07:33 AM PT

We are pleased to inform you that the issue preventing access to Explore dashboards has been resolved. We sincerely appreciate your patience and cooperation as our team worked diligently to resolve this matter.

Root Cause Analysis

This incident was caused by recent system upgrades that changed internal addresses, which were not updated in the access policies. As a result, users were prevented from accessing Explore dashboards due to blocked authentication requests.

Resolution

To resolve the issue, the team expanded the allowed access range in the permissions, which restored full dashboard access for impacted users. All error levels have returned to normal and associated alerts have been cleared.

Remediation Items

Include critical uptime checks in the rollout process to ensure system stability during updates.

Implement health checks that prevent system updates from progressing if startup conditions aren’t met.

Collaborate with the permissions and agent management teams to update and correct access permissions.

Ensure that Explore’s network settings are sourced consistently from the configuration service for better reliability.

Improve deployment documentation to clearly include any infrastructure changes affecting the system.

Review and enhance the risk assessment process for proposed system updates.

Update the incident management checklist to assign clear actions when multiple potential causes are identified.

Expand network documentation to include all relevant subnets and improve troubleshooting efficiency.

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.