Summary
On May 13, 2026 from 03:40 UTC to 14:45 UTC, customers using Analytics (Explore) on Pod 27 experienced delays and inaccuracies in ticket-based reports (for example, ticket counts and queue metrics).
Timeline
May 13, 2026 14:48 UTC | May 13, 2026 07:48 PT
We are aware of increased latency affecting customers on Pod 27 when accessing the Analytics app. Our engineering team is actively investigating the issue. We apologize for any delays you may experience and will provide updates as they become available.
May 13, 2026 15:04 UTC | May 13, 2026 08:04 PT
Our engineers have implemented a fix and confirmed that the issue has been resolved. Please don’t hesitate to reach out if you continue to experience any problems. Thank you for your patience during this time.
Root Cause Analysis
This incident was caused by malformed insert payloads being sent during ticket analytics processing, which resulted in repeated ingestion failures and a growing backlog.
Resolution
To fix this issue, we restarted the impacted analytics ingestion service, which cleared the ingestion errors and allowed the backlog to be processed.
Remediation Items
- Investigate and correct the underlying data issue that led to invalid/corrupted ticket-reporting data, and determine how to prevent similar data issues from entering the system in the future.
- Improve monitoring and alerting to detect elevated ingestion/processing failures earlier, so delays and inaccuracies can be identified and addressed faster.
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.