Service Incident - August 13, 2025 - All pods | AI Agents - AI Agent delays

SUMMARY

On August 13, 2025, from 13:38 UTC (06:30 AM PT) to 16:28 UTC (09:28 AM PT), an incident was raised for an alert regarding latency issues with OpenAI causing delays in AI Agent bot responses.

Timeline

August 13, 2025 15:38 UTC | August 13, 2025 08:38 AM PT

We are aware of increased latency in AI Agent bot responses. Some delays approaching up to one minute. We are actively investigating the issue and will update you with more information as soon as it is available.

August 13, 2025 16:27 UTC | August 13. 2025 02:05 AM PT

Our engineers have observed improvements in the latency metrics for AI Agent responses. We are actively monitoring system activity to confirm that the issue has been fully resolved.

Thank you for your patience and understanding. We will continue to provide updates as more information becomes available.

August 14, 2025 09:05 UTC | August 13. 2025 09:27 AM PT

We are pleased to inform you that the latency issue affecting AI Agents has been resolved. Thank you for your patience and understanding as our team worked to address this matter.

Root Cause Analysis

The issue was caused by the system reaching its connection limit after an upgrade increased its usage, leading to delays and dropped traffic for the service.

Resolution

To fix this issue, the system was adjusted to handle the higher usage, restoring normal traffic flow and service performance.

Remediation Items

Set up monitoring and alerts to detect and address network connection issues quickly.

Increase the capacity to handle more connections simultaneously.

Ensure important alerts are sent to the right team promptly for faster response.

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.