Summary

On June 22, 2026, between 13:33 UTC and 14:23 UTC, AIR/Premier Support customers across multiple pods, including Pods 19 and 23, experienced difficulties accessing the Support dashboard, encountering blank or error pages and intermittent login failures.

Timeline

June 22, 2026 14:15 UTC | June 22, 2026 7:15 AM PT

We are receiving reports of issues affecting agents' ability to log into the Support dashboard on pods 19 and 23, and our team is investigating. We will provide additional updates shortly.

June 22, 2026 14:29 UTC | June 22, 2026 7:29 AM PT

We have confirmed an issue with our CDN provider preventing Support agents from accessing the Support dashboard across multiple pods, and our team is investigating. We will continue to provide updates as we learn more.

June 22, 2026 14:42 UTC | June 22, 2026 7:42 AM PT

We have initiated failover from the regions affected by the ongoing CDN provider issue, and are seeing improvement in agents' ability to access Support. If you are experiencing issues, please refresh your browser and let us know if the issue persists. We will continue to post substantive updates as the investigation progresses.

June 22, 2026 17:24 UTC | June 22, 2026 10:24 AM PT

We are happy to report that we have resolved the issue affecting access to the Support product across multiple pods, and Support functionality is restored at this time. Thank you for your patience during our investigation.

Root Cause Analysis

This incident was caused by an outage with our CDN provider that disrupted connectivity between their network and our Support dashboard servers, resulting in errors and blank pages or login failures for affected agents.

Resolution

To resolve the issue, we coordinated with our CDN provider and initiated a temporary traffic reroute to reduce errors while the provider addressed the incident. Once stability was confirmed, traffic was switched back to the normal route, and the alternative path was secured.

Remediation Items

  1. Investigate why the system did not trigger a failover alert during the Chicago Cloudflare outage to improve future detection and response.

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.

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