Service Incident - August 19, 2026 - Support | Multiple Pods - App errors and timeouts

Summary

On August 19, 2026 from 6:27 UTC to 8:09 UTC, some Support customers using third party apps experienced errors and difficulties accessing those applications. The issue affected customers in several pods and resulted in 503 errors or timeouts.

Timeline

August 19, 2026 08:00 AM UTC | 1:00AM PT

We’re investigating an issue affecting third-party app functionality, where some customers may be unable to use certain apps or may encounter errors and timeouts. Our teams have observed that service is now operating normally. Please refresh your browser and check whether the issue has been resolved on your end. Thank you for your patience as we worked through this.

August 19, 2026 08:33 AM UTC | 1:33AM PT

We’re happy to report that the issue affecting third-party app functionality has been fully resolved and service has been restored. We appreciate your understanding and cooperation throughout this incident.

Root Cause Analysis

This incident was caused by a front-end change that unintentionally deprecated a feature flag which controlled routing for requests from applications, causing those requests to result in errors.

Resolution

To fix this issue, the feature flag was manually re-enabled, which restored application request routing to its intended path.

Remediation Items

Change feature flag deprecation controls.

Revisit and improve feature flag adjustment permissions.

Improve runbook for similar deploys to reduce response time in similar scenarios.

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.