Service Incident - June 26, 2026 - Sell | All Pods - Deals feature outage in Zendesk Sales and SQL errors due to unintentional dropped DB tables

Summary

Between June 26, 2026, 17:37 UTC and June 28, 2026, 03:45 UTC, Zendesk Sales customers across multiple pods experienced an outage and degradation of the Deals feature. Issues included problems loading, saving, or creating Deals, blank pages, and missing data, occurring while database restoration was underway.

Timeline

June 26, 2026 19:03 UTC | June 26, 2026 12:03 PM PT

We are investigating an issue preventing some Zendesk Sales customers from accessing features within the Sales product, including Deals. We will provide an update as soon as new information is available.

June 26, 2026 19:53 UTC | June 26, 2026 12:53 PM PT

Our engineers are continuing to work towards restoring access to all Sales product features. We appreciate your patience and understanding. We will provide an update by the next hour or sooner if we have new information to share.

June 26, 2026 22:54 UTC | June 26, 2026 3:54 PM PT

Our engineers continue to work to restore the impacted Sales product features, with a focus on the most impactful.  We appreciate your patience while we work on this, we will provide an update within the next 3 hours or sooner if we have new information to share.

June 26, 2026 23:23 UTC | June 26, 2026 4:23 PM PT

The ability to save new deals has been restored and users should be able to operate as expected. Our engineers will continue to work towards restoring any lost data during the outage.  Please let us know ASAP if you are still seeing impact. Thank you for your patience as we resolve this issue.

June 27, 2026 3:50 UTC | June 26, 2026 8:50 PM PT

Our engineering team is actively working to restore all data impacted by the outage, including custom field data. We sincerely appreciate your patience and understanding as we work to fully stabilize the system. We will keep you informed of any new developments as they become available.

June 27, 2026 5:27 UTC | June 26, 2026 10:27 PM PT

Our Engineering team is actively working to restore the data affected, including custom field data. Please check your system and let us know if you continue to experience issues viewing the custom field data. We appreciate your patience as our team works diligently to fully resolve this matter.

June 28, 2026 5:05 UTC | June 27, 2026 10:05 PM PT

Thank you for your patience while we worked towards resolution. We have now completed the full remediation of the impacted data, including the custom field data. All functionality has been restored, we will continue to monitor through the weekend. Please let us know if you are still seeing any impact to your systems, data, or functionality, thank you.

July 1, 2026 5:56 UTC | June 30, 2026 10:56 PM PT

We’ve completed the full remediation of the impacted data, and functionality has been fully restored, including the ability to view and save new deals.

Root Cause Analysis

The incident was caused by an accidental command during maintenance that unintentionally deleted seven important tables in the Sales database, resulting in errors and an outage of the Deals feature until the data was restored from backup.

Resolution

To resolve the issue, the seven accidentally deleted Sales database tables were restored from a recent backup. Data was carefully reconciled to prevent conflicts, and missing information was replenished through a controlled recovery process. The team closely monitored system health and customer tickets until full access and functionality were confirmed.

Remediation Items

Review and update user permissions, removing unnecessary "Drop" privileges.

Increase team awareness by defining clear environment-specific access controls.

Review and regulate activities scheduled on Fridays to reduce risk.

Implement safeguards to prevent harmful database commands from being executed in the production environment.

Investigate and resolve the intermittent issue affecting the 'design1st' customer’s deal field updates.

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.