Service Incident - May 11, 2025 - All Pods | Zendesk QA is down for multiple customers

Summary

On May 11, 2025, from 03:44 UTC to 10:43 UTC, Zendesk QA customers experienced issues loading the Zendesk QA UI, causing the application to display only a loading screen. During this period, some users encountered 404 errors and blank screens.

Timeline

May 11, 2025 10:20 AM UTC | May 11, 2025 03:20 AM PT

We are currently experiencing an outage affecting Zendesk QA for multiple customers. Our team is actively investigating the issue. We will provide the next update in 30 minutes.

May 11, 2025 10:54 AM UTC | May 11, 2025 03:54 AM PT

Our engineering team identified that the issue was due to front-end assets not loading. We redeployed the service, and the issue is now resolved. Zendesk QA is fully operational, and we will continue to monitor for the next 30 minutes. Thank you for your patience.

May 11, 2025 11:39 AM UTC | May 11, 2025 04:39 AM PT

We are happy to report that Zendesk QA is fully operational. Thank you for your patience and understanding while we worked to resolve the issue.

Root Cause Analysis

This incident was caused by an error during the preparation of a recent update, which unintentionally included incorrect components in the production environment. As a result, when system updates were applied, some users experienced issues with the application not loading correctly.

Resolution

To fix the issue, the application was updated with the correct version, restoring normal functionality for users.

Remediation Items

1. Review and improve the update process to prevent incorrect components from being included in future releases.
2. Strengthen monitoring and alert systems to quickly detect and address issues affecting the user interface.
3. Introduce additional monitoring to identify unusual drops in application usage that could signal potential problems.

FOR MORE INFORMATION

For current system status information about Zendesk and specific impacts to your account, visit our system status page. You can follow this article to be notified when our post-mortem report is published. If you have additional questions about this incident, contact Zendesk customer support.