Zendesk incident
Small number of accounts lost access to AI Agents (Ultimate) during an Employee Service Suite update
Zendesk experienced a major incident on July 31, 2026 affecting Core Services and AI Agents, lasting 4d 7h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- resolved Aug 03, 2026, 06:37 AM UTC
We are investigating an issue where a small number of accounts lost access to AI Agents (Ultimate) on Friday, July 31st at approximately 1:20 AM UTC due to a provisioning process error during an Employee Service Suite update. The affected product is AI Agents Advanced.We are working to restore the access in of the known affected accounts in priority and are implementing safeguards to prevent this from happening again. We continue to investigate the full scope of impact and will provide further updates as soon as it becomes available.
- resolved Aug 03, 2026, 09:12 AM UTC
We have successfully resolved the issue affecting AI Agents access. All identified accounts have had their access restored. The AI Agents service is now fully operational for all affected customers.
- resolved Aug 04, 2026, 09:29 AM UTC
We’ve identified additional accounts that lost access to AI Agents as part of the provisioning issue reported earlier. Our engineering team has completed work to restore access for these accounts, and all identified affected accounts should now have their AI Agents access restored. We apologize for the disruption and appreciate your patience while we worked to resolve this issue.