Zendesk has a dedicated global Incident Response team to manage service incidents effectively. This team ensures incidents are handled through the service incident management process and escalated to the appropriate leadership levels when necessary. The team structure allows for thorough incident analysis and real-time communication with customers. The team is available 24/7 for high severity incidents, ensuring prompt response and resolution.
Zendesk assigns a severity level to each service incident to determine the appropriate response. The severity level dictates which teams are involved and how the incident is communicated to affected customers. Zendesk uses a system with five…
Zendesk follows a structured communication timeline during service incidents to keep customers informed. A public announcement is made within 15 minutes of incident identification, with updates every 30 minutes until resolution. For high severity…
High severity incidents at Zendesk trigger an immediate response from the global on-call Incident Response Team. The team is paged, and communication channels like Slack and Zoom are set up for real-time collaboration. The incident is publicly…
Low severity incidents at Zendesk, classified as levels 3 and 4, affect fewer customers and do not hinder critical functions. These incidents are managed through specific Slack channels without public announcements. Zendesk Customer Support may…