Zendesk's Support component began reporting mail delivery issues through the Microsoft Exchange Connector at 18:15 UTC. The incident is still ongoing with no updates published yet, and the fault sits on Zendesk's side.
Started
18:15 UTC
Duration
Ongoing
Source
IsDown
Next time
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Affected components: Support
What happened?
Zendesk opened an incident at 18:15 UTC titled "Mail Delivery issues using the Zendesk Microsoft Exchange Connector", affecting the Support component. That single line is the entire record so far: Zendesk has not posted any follow up updates, so there is no stated scope, no confirmed cause, and no resolution time. The incident remains open as of the last check, with duration still showing as ongoing. No user reports came in during this window, which is not unusual for a connector-specific fault that only hits customers routing mail through Exchange rather than everyone on the platform. Zendesk's own status page is the only source here, and one filing with no detail carries limited weight: it tells you something is wrong with this specific mail path, not how many organisations are affected or when it will clear. Over the past 90 days Zendesk has logged 10 incidents with a median duration of 1 hour 39 minutes, so there is a rough baseline for how long these things usually take, though this one has already gone without an update for longer than that median and may run past it. Across all time Zendesk has filed 510 incidents, averaging 7.7 a month, so incidents of some kind are a regular feature of running on this platform. The affected component list names only Support, and only the Exchange Connector mail path within it, not the wider ticketing or chat functions. There is nothing in Zendesk's record to explain why the connector is failing, whether it is a Zendesk-side change, a Microsoft-side change, or something in between. If you rely on this specific mail routing path, expect delivery delays or failures until Zendesk posts otherwise.
Learning
This incident shows a failure in a specific integration path, the Microsoft Exchange Connector, not a platform-wide outage, and that distinction matters when you are deciding whether your own setup is affected. In UptimeRobot's own 30 day monitoring of Zendesk, there were 6 incidents detected with 5 resolved and a median duration of 5 hours 8 minutes, numbers that will not always line up with what Zendesk itself reports, because external checks and vendor status pages measure different things from different vantage points. A check against your own ticket submission endpoint would not necessarily catch a connector-specific mail delivery fault like this one, since the connector sits between Zendesk and Microsoft's mail infrastructure, outside the reach of a simple uptime ping on your front end. That is the general shape of this kind of failure: the piece that breaks is often not the piece you are watching. Your monitoring covers your half, UptimeRobot now watches the provider's half too, so next time you know which side broke without guessing.
