Ada incident

Outbound Emails via SMTP Connector from Zendesk in US Production Environment are not being sent to the End users

Major Resolved View vendor source →

Ada experienced a major incident on July 14, 2026 affecting Agent Handoffs, lasting 19m. The incident has been resolved; the full update timeline is below.

Started
Jul 14, 2026, 01:31 PM UTC
Resolved
Jul 14, 2026, 01:51 PM UTC
Duration
19m
Detected by Pingoru
Jul 14, 2026, 01:31 PM UTC

Affected components

Agent Handoffs

Update timeline

  1. investigating Jul 14, 2026, 01:31 PM UTC

    We are working on finding the cause of the issue.

  2. identified Jul 14, 2026, 01:50 PM UTC

    The root cause has been identified as a security policy on our SMTP server.

  3. resolved Jul 14, 2026, 01:51 PM UTC

    A fix has been deployed, and queued Zendesk Emails are being sent out now.