SUMMARY
November 06, 2025 16:58 UTC | November 06, 2025 08:58 AM PT
Our engineering team has restored manual import functionality for all AI Agents bots affected by the incident. We apologize for the disruption and sincerely appreciate your patience while we continue working toward a complete resolution. We will continue to provide updates until the incident is fully resolved.
November 06, 2025 14:37 UTC | November 06, 2025 06:37 AM PT
Our engineers have completed the phased rollout of manual imports and will now proceed with enabling imports on a randomized basis for remaining customers. To ensure successful deployment of the fix, the team will temporarily pause accepting additional requests. We appreciate your patience as we work diligently to fully resolve this issue and will provide updates as they become available.
November 05, 2025 12:38 UTC | November 05, 2025 04:38 AM PT
Our engineers have completed successful testing of the remediation in the development environment and will begin implementing the changes today to address the AI Agents issue. The fix for manual imports is expected to be available by tomorrow through a phased rollout. We appreciate your patience as our team works to fully resolve this matter and will provide updates as they become available.
November 04, 2025 16:25 UTC | November 04, 2025 08:25 AM PT
Our engineering team has provided an update regarding the AI Agents disruption. Imports remain temporarily disabled for most EU bots created prior to October 9, 2025, to protect system stability, and no immediate workaround is available. Imports for US bots and EU bots created after this date are functioning as expected. We advise against EU customers creating US bots due to compliance issues. For urgent cases, please contact Customer Support. We regret any inconvenience caused and will continue to provide updates via the Help Center.
November 04, 2025 13:17 UTC | November 04, 2025 05:17 AM PT
Our engineers continue to work on resolving the issue affecting AI Agents. As noted previously, we recommend using the workaround of creating a new bot or using the US dashboard for imports until the issue is fully resolved. We apologize for the inconvenience and assure you that our team is diligently addressing the matter. Updates will be provided as they become available.
October 31, 2025 12:59 UTC | October 31, 2025 05:59 AM PT
Our engineering team will continue their work into next week to address the issue affecting AI Agents. In the meantime, we recommend the temporary workaround creating new bots. We apologize for any interruption and thank you for your continued patience.
October 31, 2025 12:59 UTC | October 31, 2025 05:59 AM PT
While our engineers have addressed the data import and retrieval delays affecting AI Agents, they continue working on a permanent solution. As a temporary workaround, creating new bots has been tested and shown to help. We apologize for any inconvenience caused and appreciate your ongoing patience. We will share updates as soon as more information becomes available.
October 29, 2025 16:42 UTC | October 29, 2025 09:42 AM PT
Our engineers have confirmed that the Search and Observability service is now stable, and the issue causing delays in data import and retrieval within AI Agents has been resolved. We sincerely appreciate your patience as our team diligently worked to address this matter.
October 29, 2025 15:35 UTC | October 29, 2025 08:35 AM PT
Our engineering team has deployed a mitigation aimed at improving the performance of the search and observability suite that was causing delays in importing and retrieving data within AI Agents. We continue to monitor the system actively and appreciate your understanding and patience. Further updates will be shared as they become available.
October 29, 2025 14:30 UTC | October 29, 2025 07:30 AM PT
We have received reports regarding degraded performance with one of our vendor platforms, causing delays in import and data retrieval operations in AI Agents for customers. Our engineering team is currently conducting a thorough investigation to identify and resolve the cause. We apologize for any inconvenience this may cause and will share further updates 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.