Service Incident - September 01, 2025 - Customers in Spain are unable to access Zendesk custom apps and ticket attachments due to ISP-level blocking

Summary

On September 1, 2025, 06:49 UTC to September 3, 2025, 12:56 UTC, customers in Spain experienced difficulties accessing certain Zendesk features, including custom apps and ticket attachments, due to network restrictions affecting the relevant domain.

Timeline

September 1, 2025 09:03 AM UTC | September 1, 2025 02:03 AM PT

We are aware of the issue affecting customers in Spain, which is preventing the loading of WFM, certain applications from the top-right section of the Agent Workspace, as well as attachments in tickets. Our engineering team is actively investigating the matter. We appreciate your patience and understanding during this time.

September 3, 2025 12:56 AM UTC | September 2, 2025 05:56 PM PT

We would like to inform you that the issue impacting customers in Spain, which affected the loading of Workforce Management (WFM), certain applications within Agent Workspace, and ticket attachments have been successfully mitigated. All functionalities have been fully restored, and we are actively monitoring the system to ensure ongoing stability.

Root Cause Analysis

The access issue resulted from specific Zendesk and Cloudflare IP addresses being blocked in Spain in accordance with a judicial order addressing unauthorized streaming of LaLiga matches.

Resolution

To fix this issue, access was initially restored by temporarily redirecting traffic through an alternate route, followed by updating the affected network addresses and returning traffic to the original route.

Remediation Items

Implement account segmentation with dedicated IP assignments to isolate abusive traffic and minimize impact from future IP blocks.

Enhance monitoring and alerting for detecting sudden and significant traffic drops at the country level.

Develop additional tooling and policies for proactive identification and mitigation of abusive content uploads.

Formalize and document incident playbooks for ISP or jurisdictional network restrictions to ensure rapid response and clear communications.

Review and improve IP rotation strategies and reserve pools to allow faster adaptation to blocked IPs.