Service Incident - April 15, 2026 - Support | Multiple Pods - Ticket views are not loading accurately

Summary

On April 15, 2026, between 15:17 UTC and 16:25 UTC, customers using Support across multiple pods (except pods 13 and 28 which were not impacted) experienced stale and inaccurate ticket views. The issues involved missing tickets, tickets displayed in incorrect views, and incorrect ticket information such as status and assignee, resulting in delays in ticket processing.

Timeline

April 15, 2026 16:09 UTC | April 15, 2026 09:09 AM PT

We have reverted an unintended recent update, and views are now sorting as expected at this time. Please refresh your browser and let us know if you continue to experience any issues.

April 15, 2026 16:32 UTC | April 15, 2026 09:32 AM PT

We are happy to report that the revert has fixed the views sorting issue, and ticket updates are now reflecting correctly in ticket views in Support. Thank you for your patience during our investigation.

Root Cause Analysis

The incident was caused by a non-ready system mistakenly put into production, which caused problems with ticket views becoming outdated and incorrect. The problem was fixed by switching back to the stable system.

Resolution

To resolve the issue, production traffic was switched from the problematic system back to the stable one, allowing the Support Views Indexer to reconnect and resume normal processing. Ticket views have since begun updating accurately.

Remediation Items

Update alert systems to recognize and respond to issues in specific clusters.

Establish a clear and reliable process for deploying updates to the Atlas Ansible system.

Implement notification prompts for any manual code changes made directly to live production servers.

Enable health monitoring to alert when essential data is missing in the Elasticsearch cluster.

Fix the Slack notifications to ensure alerts about Views cluster switches are sent correctly.

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.