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Service Restored

All services are operating normally. A backlog of sync events is finishing processing.

Service Disruptions, July 7-8, 2026

Started: Jul 7, 2026 at 10:08 AM ET Last updated: Jul 8, 2026 at 7:30 PM ET Intermittent outage

On July 7th and 8th, Git-Zen experienced intermittent outages and slow responses. The root cause was a chain of issues in how we processed incoming events: very large work items and comment syncs could tie up the service for minutes at a time, and under that load some background operations failed in ways that made the problem feed on itself. During the worst windows, the Git-Zen sidebar would not load in Zendesk and syncing between Zendesk and your source control provider (GitHub, GitLab, Azure DevOps, and others) was delayed or failed.

Service was fully restored on the evening of July 8th, and we have shipped a substantial set of fixes rather than a quick patch: every call Git-Zen makes to outside services now has a strict time limit, heavy events are processed through a queue so they can no longer slow the app itself, the sidebar now runs isolated from background processing, and the service now detects and recovers from problems automatically within minutes. A larger infrastructure program is underway on top of these fixes.

What you may notice, and what to do

Ticket links catching up. If a ticket appeared stuck on “linking” today, the work item or issue was created correctly on the provider side. The link back to the ticket is completing automatically as our event backlog finishes processing (within hours, no action needed).

GitLab users: check your webhook. GitLab automatically disables webhooks that fail repeatedly, and some project hooks were disabled during the outage windows (you may see “Hook execution failed: Net::ReadTimeout”). To restore syncing instantly: in your GitLab project, go to Settings → Webhooks, find the Git-Zen hook, and re-enable or press Test.

A small number of accounts need to re-authorize. If the sidebar asks you to reconnect Zendesk or Azure DevOps, that account's connection token was invalidated during the incident. Re-authorizing from the sidebar restores it in under a minute. We are contacting affected customers directly.

We apologize for the disruption this caused your team. If anything still looks wrong, please contact us at support@git-zen.com. Your reports helped us pinpoint several of these issues quickly.

Monitoring
Jul 8, 2026 at 7:30 PM ET
Service is fully restored and responding normally, and has remained stable under automatic monitoring. A backlog of sync events queued during the outage is finishing processing. Tickets that appeared stuck on “linking” will complete automatically over the next few hours, no action needed. GitLab users: if your project webhook was auto-disabled by GitLab during the outage, re-enable it under Settings → Webhooks to resume syncing immediately.
Monitoring
Jul 8, 2026 at 5:55 PM ET
Service restored. Over the course of the day we identified and fixed a chain of root causes: unbounded time limits on calls Git-Zen makes to outside services, an issue where failed authorization renewals could pile up and starve the service, and very large work items being processed inline instead of through a queue. All incoming heavy events now process through a queue, every outside call has a strict time limit, and the app self-recovers automatically if anything similar recurs. We are monitoring closely.
Identified
Jul 8, 2026 at 2:00 PM ET
We identified the core mechanism behind the recurring disruptions and are deploying a series of fixes. Service is intermittently available while fixes roll out. You may see the sidebar load slowly or ticket syncs arrive late. Nothing is lost: events are being captured and will process once fully restored.
Investigating
Jul 8, 2026 at 11:00 AM ET
Disruptions recurred this morning: intermittent timeouts loading the sidebar and delays syncing tickets to source control providers. Our team is actively investigating with additional diagnostics deployed after yesterday's incident.
Resolved
Jul 7, 2026 at 10:20 AM ET
Service was restored after an outage of approximately ten minutes beginning at 10:08 AM ET. A fix addressing the immediate cause was deployed the same day.

Need immediate help?

Email us at support@git-zen.com and we will respond as quickly as possible.

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