Zendesk's AI Agents Lost Chats in Europe for Nearly Five Days, Its Own Incident Report Shows

The customer-service bot needed customer service. For nearly five days, EU conversations in Zendesk's AI Agents product went missing or arrived late.

Zendesk's own incident report says that from 16 to 21 October, EU customers of its AI Agents Advanced product saw agent and customer messages delayed or missing from conversation histories, with analytics delayed too. One recovery attempt was paused after it slowed another part of the service. Zendesk blamed a capacity problem and says all messages were restored.

What the record shows

• Window per Zendesk: 18:00 UTC on 16 October to 08:56 UTC on 21 October 2026, for AI Agents Advanced data hosted in the EU.
• On 20 October Zendesk wrote that it had 'paused the historical message recovery process after it caused delays in another part of the service.'
• Root cause, in Zendesk's words: 'an internal service capacity issue in the EU region following infrastructure interruptions.' Fixes promised include on-call alerts for delayed message processing.

Source: Zendesk incident report

Full story, with updates and corrections: Zendesk's AI Agents Lost Chats in Europe for Nearly Five Days, Its Own Incident Report Shows

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