Service Incident - June 11, 2026 - AI Agents | All Pods - AIAA: Technical errors in AI agent conversations causing loss of access to AIAA dashboard

Summary

On June 11, 2026, between 16:23 UTC and 17:41 UTC, AIR/Premier customers in the US region experienced loss of access to the AI Agents Advanced Dashboard, with some end users encountering errors during AI agent conversations. The issue was caused by backend instability and was resolved after reverting to a previous system version.

Timeline

[EXAMPLE - to be copied from status.zendesk.com timeline]

June 11,2026 17:54 UTC | June 11, 2026 10:54 AM PT

Our engineers have identified the root cause of the issue impacting access to AI Agents dashboard, we have rolled back the offending change and this should both restore access to the dashboard, but also resolve the issue some end-users who experienced intermittent technical error replies during the incident. Our testing and metrics show complete recovery. We apologize for the inconvenience this issue caused.

Root Cause Analysis

The incident was caused by a deployment error that prevented the AI Agents dashboard backend from starting properly due to a missing configuration. This resulted in the service being unable to operate until the change was reversed.

Resolution

To resolve the issue, the deployment of the AI Agents dashboard backend was reverted to the previously stable version across all regions. This action stopped the system instability and restored access to dashboards and normal monitoring.

Remediation Items

Document and clearly communicate that GCP deployments are prioritized first in the release sequence.

Update deployment warnings to include clear guidance on monitoring expectations during and after releases.

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.