SUMMARY


October 17, 2025 14:30 UTC | October 17, 2025 07:30 PT

The Engineering team has successfully completed the remediation script to recover any emails missed during this incident. We sincerely appreciate your patience and understanding throughout this process. If you have any further questions or need assistance, please feel free to reach out to us.

October 14, 2025 00:20 UTC | October 13, 2025 17:20 PT

The Gmail Connector issue is now resolved and the service is stable. If required, customers can retrieve the most recent 300 emails from Gmail using the steps in our earlier message. Thanks for your patience while we worked through this, and apologies for the inconvenience caused today.

October 13, 2025 16:25 UTC | October 13, 2025 09:25 AM PT

Our engineers have provided the following steps to help you retrieve tickets and emails missed during the downtime:
 

  1. Within the Gmail inbox of your Gmail-connected external support address:
    • Select all of the emails from 8:25 UTC to 14:45 UTC, then right click > Mark As Unread
    • With all emails from 8:25 UTC to 14:45 UTC still selected, right click > Label As > uncheck "Zendesk" to remove the Zendesk label on those emails
  2. Within Zendesk Admin Center > Channels > Talk and email > Email, locate your Gmail-connected external support address, then:
    • Disconnect it as described here
    • Re-connect the same address, as described here, making sure to enable "Read and compose emails from your Gmail account"
    • Make sure you also select "Create tickets from last 300 emails"
  3. Verify your emails have been imported (there may be some chronology issues as responses will arrive in tickets out of sequence).
  4. If you are missing more than 300 emails from the affected time period: 
    1. Try the reconnect method above in steps 1-3
    2. Review and identify the remaining missing emails that did not have the Zendesk label
    3. Manually forward these emails from that time period
    4. Recover those emails from the suspended queue in Zendesk Support (Suspension cause: Received from Support Address).

We kindly request your feedback to confirm whether the provided steps have resolved the issue. Please do not hesitate to contact us if the problem persists.

 

October 13, 2025 15:16 UTC | October 13, 2025 08:16 AM PT

Our engineering team has addressed the problem that caused inbound emails from the Gmail Connector to not be delivered to Zendesk accounts to create tickets, normal behavior should have resumed there. We are investigating a manual remediation plan that would allow customers to address emails that were lost during the outage to create and update tickets. We apologize for the disruption and greatly appreciate your patience as we continue to resolve this. Updates will be shared as soon as they become available.

 

October 13, 2025 13:58 UTC | October 13, 2025 06:58 AM PT

We have received reports of customers experiencing issues with inbound tickets and emails from the Gmail Connector not being delivered to their Zendesk accounts. Our engineering team is actively investigating this matter. We apologize for the inconvenience and appreciate your patience. Updates will be provided as they become available.

 

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.

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