Ada Outage History

There were 16 Ada outages since February 2, 2026 totaling 56h 29m of downtime. Each is summarised below — incident details, duration, and resolution information.

Source: https://status.ada.support

Minor May 1, 2026

Investigating issues with Ada Voice service

Detected by Pingoru: May 01, 2026, 04:32 PM UTC
Resolved: May 01, 2026, 06:37 PM UTC
Duration: 2h 4m

Affected: DashboardVoice

Timeline · 6 updates

investigating May 01, 2026, 04:32 PM UTC

Some customers are experiencing issues with our Voice services. This is affecting some chatters interacting with Ada Voice bots in the form of references to Ada bot processes being intermittently voiced to chatters. We’re aware of the issue and our team is actively working on getting everything back to normal. We're sorry for the inconvenience this causes. We will continue to share status updates every 30 minutes.
investigating May 01, 2026, 05:09 PM UTC

We are continuing to investigate this issue.
investigating May 01, 2026, 05:49 PM UTC

We are continuing to investigate this issue.
identified May 01, 2026, 06:28 PM UTC

Our team has identified the problem with Ada Voice and we're implementing a fix for the issue. Thank you for your patience as we work on a resolution. Apologies for this inconvenience. We will continue to keep you up to date every 30 minutes.
monitoring May 01, 2026, 06:28 PM UTC

A fix has been implemented and we are monitoring the results.
resolved May 01, 2026, 06:37 PM UTC

Based on our Engineering Team's investigation, we have determined the scope of this issue is limited to a very small number of clients and affected conversations. We are continuing to work on the issue, but moving forward will be communicating on this issue on an individual basis.

Read the full incident report →

Minor April 28, 2026

Increase in Emergency Voice Handoffs

Detected by Pingoru: Apr 28, 2026, 07:57 PM UTC
Resolved: Apr 28, 2026, 08:30 PM UTC
Duration: 33m

Affected: Voice

Timeline · 2 updates

monitoring Apr 28, 2026, 08:17 PM UTC

We are investigating an increase in emergency handoffs affecting a subset of customers. The issue has been identified and deployed the fix. Our monitoring indicates the situation is recovering and we are actively investigating the root cause.
resolved Apr 28, 2026, 08:30 PM UTC

We have resolved an issue that caused an increase in emergency handoffs for a subset of customers.

Read the full incident report →

Minor April 24, 2026

Language detection is currently showing degraded performance for language switching

Detected by Pingoru: Apr 24, 2026, 03:06 PM UTC
Resolved: Apr 24, 2026, 05:00 PM UTC
Duration: 1h 54m

Affected: Chat

Timeline · 4 updates

investigating Apr 24, 2026, 03:06 PM UTC

We are currently investigating this issue
investigating Apr 24, 2026, 03:40 PM UTC

We are continuing to investigate this issue.
identified Apr 24, 2026, 04:16 PM UTC

We have identified the root cause of the behaviour and are working to solution a resolution at this time.
resolved Apr 24, 2026, 05:00 PM UTC

We have identified the root cause of the language detection issue affecting non-English responses. Improvements are actively in progress and will be delivered as part of our ongoing engineering work.

Read the full incident report →

Major April 9, 2026

Investigating - Elevated Handoffs

Detected by Pingoru: Apr 09, 2026, 10:12 PM UTC
Resolved: Apr 09, 2026, 10:39 PM UTC
Duration: 27m

Affected: AI Agent

Timeline · 3 updates

investigating Apr 09, 2026, 10:22 PM UTC

We are currently investigating elevated handoff rates across all clusters. Our team is actively working to identify the root cause and restore normal behaviour. We will provide further updates as the investigation progresses.
monitoring Apr 09, 2026, 10:24 PM UTC

We have identified the cause of elevated handoff rates and have deployed a fix. We are actively monitoring to confirm the issue is fully resolved and will provide a further update shortly.
resolved Apr 09, 2026, 10:39 PM UTC

This incident has been resolved.

Read the full incident report →

Major April 7, 2026

Issues with Ada's Zendesk integration are being investigated

Detected by Pingoru: Apr 07, 2026, 03:37 PM UTC
Resolved: Apr 07, 2026, 07:35 PM UTC
Duration: 3h 58m

Affected: Agent Handoffs

Timeline · 4 updates

investigating Apr 07, 2026, 03:37 PM UTC

Some customers are experiencing issues with Ada's Zendesk integration. This is affecting chat transcripts for Zendesk messaging integration. We’re aware of the issue and our team is actively working on getting everything back to normal. We're sorry for the inconvenience this causes.
identified Apr 07, 2026, 04:03 PM UTC

The issue has been identified, and we are seeing systems recovering.
monitoring Apr 07, 2026, 04:32 PM UTC

The systems have recovered and we are seeing transcripts passing through successfully.
resolved Apr 07, 2026, 07:35 PM UTC

This incident has been resolved.

Read the full incident report →

Minor April 7, 2026

Conversation View Delays Are Being Investigated

Detected by Pingoru: Apr 07, 2026, 03:27 PM UTC
Resolved: Apr 07, 2026, 10:07 PM UTC
Duration: 6h 39m

Affected: Data & Analytics

Timeline · 9 updates

investigating Apr 07, 2026, 03:57 PM UTC

We are currently investigating delays affecting conversation view and article syncing in our US production environment. Reports and API analytics are operational and unaffected. Our team is actively working to identify and resolve the cause. We will provide another update shortly.
monitoring Apr 07, 2026, 04:36 PM UTC

We have identified the cause of the delays affecting conversation view and article syncing in our US production environment. Data is currently processing through a backlog and will catch up automatically. We have confirmed that no data has been lost. Reports and API analytics remain operational and unaffected. We will provide updates as the backlog clears.
monitoring Apr 07, 2026, 06:21 PM UTC

We are continuing to monitor for any further issues.
monitoring Apr 07, 2026, 07:01 PM UTC

We are continuing to monitor for any further issues.
monitoring Apr 07, 2026, 07:47 PM UTC

We are continuing to monitor for any further issues.
monitoring Apr 07, 2026, 08:17 PM UTC

We are continuing to monitor for any further issues.
monitoring Apr 07, 2026, 09:00 PM UTC

We are continuing to monitor for any further issues.
monitoring Apr 07, 2026, 09:49 PM UTC

We are continuing to monitor for any further issues.
resolved Apr 07, 2026, 10:57 PM UTC

This incident has been resolved.

Read the full incident report →

Major April 6, 2026

Dashboard Analytics and Conversation View - Data Processing Delays - Ficanex Cluster

Detected by Pingoru: Apr 06, 2026, 11:37 PM UTC
Resolved: Apr 07, 2026, 01:10 AM UTC
Duration: 1h 32m

Affected: Data & AnalyticsDashboard

Timeline · 2 updates

monitoring Apr 06, 2026, 11:37 PM UTC

We are currently investigating a connectivity issue affecting the ficanex production environment. Some data pipeline services may be experiencing disruptions. Our engineering team has identified the likely cause and is working on a fix. We will provide an update as soon as the issue is resolved.
resolved Apr 07, 2026, 01:10 AM UTC

This incident has been resolved.

Read the full incident report →

Minor April 3, 2026

Delays in Conversation View for US2 Cluster

Detected by Pingoru: Apr 03, 2026, 04:38 PM UTC
Resolved: Apr 03, 2026, 05:53 PM UTC
Duration: 1h 14m

Affected: Data & AnalyticsDashboard

Timeline · 4 updates

investigating Apr 03, 2026, 04:38 PM UTC

We are investigating reports of delayed conversation views for bots in the US2 cluster. Bots using the format [bothandle].us2.ada.support may be affected.
identified Apr 03, 2026, 04:51 PM UTC

The issue has been identified and a fix is being implemented
monitoring Apr 03, 2026, 05:25 PM UTC

A fix has been implemented and we are monitoring the results.
resolved Apr 03, 2026, 05:53 PM UTC

This incident has been resolved.

Read the full incident report →

Major April 3, 2026

US2 Cluster ai agents failing to load chat window

Detected by Pingoru: Apr 03, 2026, 04:32 PM UTC
Resolved: Apr 03, 2026, 06:40 PM UTC
Duration: 2h 8m

Affected: Chat

Timeline · 7 updates

investigating Apr 03, 2026, 04:32 PM UTC

We are currently investigating reports of some ai agent resulting in an error screen when trying to load the chat window. Reports indicate this is currently limited to us2 cluster ai agents. You can identify the cluster via the address used to log into the admin dashboard (eg. [bot-handle].[cluster].ada.support)
investigating Apr 03, 2026, 05:00 PM UTC

We are continuing to investigate this issue.
investigating Apr 03, 2026, 05:32 PM UTC

We are continuing to investigate this issue.
identified Apr 03, 2026, 05:37 PM UTC

The issue has been identified and a fix is being implemented.
monitoring Apr 03, 2026, 05:50 PM UTC

A fix has been implemented and we are monitoring the results.
monitoring Apr 03, 2026, 06:21 PM UTC

We are continuing to monitor for any further issues.
resolved Apr 03, 2026, 06:40 PM UTC

This incident has been resolved.

Read the full incident report →

Major April 1, 2026

Admin Dashboard Not Loading for US Cluster Customers

Detected by Pingoru: Apr 01, 2026, 01:13 PM UTC
Resolved: Apr 01, 2026, 02:01 PM UTC
Duration: 48m

Affected: Dashboard

Timeline · 4 updates

investigating Apr 01, 2026, 01:13 PM UTC

We are currently investigating reports of the admin dashboard failing to load for us cluster customers. Customers are reporting a 500 response when attempting to load a dashboard of an ai agent in the us cluster. Dashboard in other clusters (ie. the address includes a cluster after the handle ex. bot-handle.[cluster].ada.support) do not seem affected.
identified Apr 01, 2026, 01:25 PM UTC

The issue has been identified and a fix is being implemented.
monitoring Apr 01, 2026, 01:40 PM UTC

A fix has been implemented and we are monitoring the results.
resolved Apr 01, 2026, 02:01 PM UTC

This incident has been resolved.

Read the full incident report →

Minor March 25, 2026

Delays in Conversations View Updates

Detected by Pingoru: Mar 25, 2026, 05:46 PM UTC
Resolved: Mar 25, 2026, 08:42 PM UTC
Duration: 2h 55m

Affected: Data & Analytics

Timeline · 4 updates

investigating Mar 25, 2026, 05:46 PM UTC

We are currently investigating reports of delays in the Conversations View. Some clients may notice delays in conversations and new messages appearing in their dashboard.
identified Mar 25, 2026, 07:27 PM UTC

The issue has been identified and a fix is being implemented.
monitoring Mar 25, 2026, 07:28 PM UTC

A fix has been implemented and we're monitoring results. Some conversation data must still be processed and users may take some time to see all their missing conversations appear in the conversations view.
resolved Mar 25, 2026, 08:42 PM UTC

This incident has been resolved.

Read the full incident report →

Minor March 24, 2026

Satisfaction survey occasionally presented incorrectly

Detected by Pingoru: Mar 24, 2026, 03:29 PM UTC
Resolved: Mar 24, 2026, 09:02 PM UTC
Duration: 5h 32m

Affected: Chat

Timeline · 7 updates

investigating Mar 24, 2026, 03:29 PM UTC

We're investigating reports of the CSAT survey being presented at unexpected times. Users may see a survey presented in followup conversations that are not tied to a conversation with a human or ai agent.
identified Mar 24, 2026, 04:29 PM UTC

We’ve identified the cause of the issue. We are actively working on the fix and we will provide another update by 1:30pm EST.
identified Mar 24, 2026, 05:49 PM UTC

We are continuing to work on the fix for this issue and we will provide another update by 2:30pm EST.
identified Mar 24, 2026, 07:03 PM UTC

We are continuing to work on the fix for this issue and we will provide another update by 3:30pm EST.
identified Mar 24, 2026, 07:39 PM UTC

We are completing additional testing before we release the fix for this issue. We will provide another update by 4:30pm EST.
monitoring Mar 24, 2026, 08:33 PM UTC

A fix has been implemented and we are monitoring the results.
resolved Mar 24, 2026, 09:02 PM UTC

This incident has been resolved.

Read the full incident report →

Major March 5, 2026

Azure PTU failing midstream causing handoffs in the Unified Reasoner

Detected by Pingoru: Mar 05, 2026, 11:51 PM UTC
Resolved: Mar 06, 2026, 12:03 AM UTC
Duration: 11m

Affected: AI Agent

Timeline · 4 updates

investigating Mar 05, 2026, 11:51 PM UTC

Issue: We are seeing an increase of handoffs across all clusters due to an upstream service provider. Who it affects: Conversations using the Unified Reasoner.
identified Mar 05, 2026, 11:58 PM UTC

The issue has been identified and a fix is being implemented.
monitoring Mar 06, 2026, 12:01 AM UTC

A fix has been implemented and we are monitoring the results.
resolved Mar 06, 2026, 12:03 AM UTC

This incident has been resolved.

Read the full incident report →

Minor February 8, 2026

New connection or reconnection to Zendesk messaging not available right now

Detected by Pingoru: Feb 08, 2026, 05:16 PM UTC
Resolved: Feb 08, 2026, 10:04 PM UTC
Duration: 4h 47m

Affected: Agent Handoffs

Timeline · 4 updates

investigating Feb 08, 2026, 05:16 PM UTC

We are currently investigating this issue. If you have already connected to the Zendesk messaging, please don't disconnect and re-connect it right now as it would cause some issues.
investigating Feb 08, 2026, 05:17 PM UTC

We are continuing to investigate this issue.
identified Feb 08, 2026, 08:03 PM UTC

The issue has been identified, and Zendesk is actively working toward a resolution.
resolved Feb 08, 2026, 10:04 PM UTC

This incident has been resolved.

Read the full incident report →

Minor February 5, 2026

Degradation in Salesforce Messaging Integration performance

Detected by Pingoru: Feb 05, 2026, 04:50 PM UTC
Resolved: Feb 05, 2026, 08:30 PM UTC
Duration: 3h 39m

Affected: Agent Handoffs

Timeline · 9 updates

investigating Feb 05, 2026, 04:50 PM UTC

We are currently investigating reports of degraded performance affecting the Salesforce Messaging integration. Customers may experience issues where chat widgets are crashing upon clicking hyperlinks for files uploaded from the Salesforce Live agents.
investigating Feb 05, 2026, 05:40 PM UTC

We are continuing to investigate this issue.
investigating Feb 05, 2026, 06:16 PM UTC

We are continuing to investigate this issue.
investigating Feb 05, 2026, 06:44 PM UTC

We are continuing to investigate this issue.
investigating Feb 05, 2026, 07:30 PM UTC

We are continuing to investigate this issue.
investigating Feb 05, 2026, 08:00 PM UTC

We are continuing to investigate this issue.
identified Feb 05, 2026, 08:28 PM UTC

We have identified that the issue is related to internal dashboard environments and no end users are impacted from this issue.
monitoring Feb 05, 2026, 08:30 PM UTC

As the issue is strictly related to internal dashboard testing environments we are going to close out this issue and continue to troubleshoot the impacted features.
resolved Feb 05, 2026, 08:30 PM UTC

This incident has been resolved.

Read the full incident report →

Minor February 2, 2026

Degradation in Zendesk Messaging handoff integrations

Detected by Pingoru: Feb 02, 2026, 09:33 PM UTC
Resolved: Feb 03, 2026, 03:34 PM UTC
Duration: 18h 1m

Affected: Agent Handoffs

Timeline · 4 updates

investigating Feb 02, 2026, 09:33 PM UTC

We have investigating reports of a Passcontrol issue related to the "End Chat" button to end escalated agent conversations. User's pressing the "End Chat" button may still be connected to Zendesk Live Agents until the agent ends the live chat on the zendesk side. We are actively working to identify the cause and will provide updates as they become available.
identified Feb 02, 2026, 10:03 PM UTC

The issue has been identified and we are working to implement the fix as soon as possible - Our upstream provider for this deployment is currently working to resolve their own internal pipeline issue and will publish the fix once resolved. We will continue to monitor and update once we can confirm.
identified Feb 02, 2026, 10:30 PM UTC

The deployment of the fix is pending the recovery of a downstream service. We will update again when the fix is in place.
resolved Feb 03, 2026, 03:34 PM UTC

This incident has been resolved.

Read the full incident report →

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