Service Incident - February 04, 2026 - Zendesk QA | All Pods - ZQA dashboard drill-down intermittent issue

Summary

On February 4, 2026, between 13:42 UTC and 18:09 UTC, customers using the Quality Assurance (ZQA) dashboards across all pods experienced intermittent failures with dashboard drill-down features, resulting in access errors that prevented detailed report analysis, while main dashboards remained accessible.

Timeline

February 4, 2026 16:33 UTC | February 4, 2026 09:33 AM PT

We are aware of an issue with a partner provider impacting drill-down functionality in the Zendesk QA dashboards. Some customers may experience 4XX errors when drilling into reports.
We are working on the issue with our external vendor and will provide an update when we have more information to share.

February 4, 2026 17:24 UTC | February 4, 2026 10:24 AM PT

Our vendor has informed us that they are preparing a fix for the issue affecting Zendesk QA dashboards drill-down. During this time there may be some slowness loading dashboards. We will update you as soon as the fix is in place and drill-down functionality is restored.
Thank you for your patience in the meantime.

February 4, 2026 20:38 UTC | February 4, 2026 01:38 PM PT

We are happy to report our vendor has informed us that the fix is in place and our testing shows that drill-down functionality in QA dashboards is restored. We thank you for your patience.

Root Cause Analysis

The incident was caused by a bug in our third-party analytics platform that intermittently affected user permissions during drill-down actions, resulting in access errors. The vendor has deployed a patch that has restored normal access.

Resolution

To fix this issue, our third-party analytics provider deployed a fix to resolve the drill-down authorization issue, and our testing has confirmed that the functionality has been restored. We have notified affected customers and updated our status page accordingly as the fix was rolled out.

Remediation Items

Implement automated tests that simulate logging in and using drill-downs on ZQA dashboards across multiple browsers and regions to catch issues early.

Set up alerts to quickly detect when users face authorization errors (like 401/403) during drill-down actions, including processes for notifying the right teams and handling these alerts.

Improve system logs by including anonymous customer and location information to better measure and understand the impact of issues.

Establish clear guidelines for managing vendor software versions, ensuring staging and production environments stay in sync, with a checklist to approve updates safely.

Create a detailed escalation plan with vendor support that outlines contacts, data requirements, triggers, and timelines to speed up issue resolution.

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.