Major incident

Ada: Outbound Emails via SMTP Connector from Zendesk in US Production Environment are not being sent to the End users

Affected: Agent Handoffs

Current status of Ada: Operational — live Ada status

Timeline

1. Jul 14, 2026, 13:31 UTC
   investigating
   We are working on finding the cause of the issue.
2. Jul 14, 2026, 13:50 UTC
   identified
   The root cause has been identified as a security policy on our SMTP server.
3. Jul 14, 2026, 13:51 UTC
   resolved
   A fix has been deployed, and queued Zendesk Emails are being sent out now.

Updates as published by Ada (original).