Zendesk incident
EU customers may experience missing or delayed customer messages in conversation views and analytics data
Zendesk is currently experiencing a minor incident affecting Core Services and AI Agents and 1 more component, which began 2d ago. The vendor's full update timeline is below.
Affected components
Update timeline
- identified Oct 19, 2026, 08:29 AM UTC
We are aware that customers with AI Agents Advanced data hosted in the EU region may see missing or delayed agent and customer messages in conversation views, as well as missing or delayed analytics data. We understand that incomplete conversation history and reporting can disrupt your work, and we apologize for the impact. Our engineers have applied changes to restore processing and are monitoring recovery while the remaining backlog clears. Based on the current processing rate, we estimate the backlog will clear over the next few hours, with delayed data populating as it is processed. This estimate may change, and some remaining data gaps may require additional recovery work. We continue to investigate these gaps and will provide further updates as recovery progresses. Thank you for your patience while we work to restore complete visibility into your data.
- identified Oct 19, 2026, 10:59 AM UTC
Our engineering teams have completed processing the majority of the backlog that caused agent and customer messages to be delayed or missing from conversation views. The remaining messages are still being processed, and work is also ongoing to restore the related analytics data. We are actively monitoring service performance and recovery progress to ensure that the remaining backlog is processed successfully. Please verify whether the messages that were previously missing are now visible in your conversation views. If any messages remain unavailable or delayed, please contact us with the affected conversation details and approximate message times so that we can investigate further.
- identified Oct 19, 2026, 05:13 PM UTC
Our continued work to backfill missed agent and customer messages in conversation views has uncovered another subset of messages to process. We are monitoring the backfill procedure and our initial estimates show it will be completed tomorrow, Tuesday October 20th. We will provide an update when we can narrow the timeline or if we need to amend the completion target date.
- identified Oct 20, 2026, 08:49 AM UTC
Most previously delayed conversation messages have been processed, but some historical messages remain missing and recovery is not yet complete. We paused the historical message recovery process after it caused delays in another part of the service. Those additional delays have now cleared, and our engineers are developing a revised approach to resume recovery while protecting service stability. We currently do not have a revised completion time; however, we will share further update once the revised recovery plan and timeline are confirmed. We apologize for the continued disruption.
- identified Oct 20, 2026, 06:28 PM UTC
We have another update on the recovery of missing or delayed AI Agent conversation messages. We are monitoring the backlog recovery process and anticipate the new completion date to be October 21st, 2026. Thank you for your understanding and patience. We'll be certain to update when the backlog processing is complete or any new information here.