Assembled had 47 outages in the last 2 years totaling 142h 37m of downtime — averaging 1.9 incidents per month.
There were 47 Assembled outages since March 3, 2025 totaling 142h 37m of downtime. Each is summarised below — incident details, duration, and resolution information.
Between 2:07pm ET to 2:25pm ET, our retrieval of agent states and tickets was delayed and we were not receiving data during this time. Our engineering team has resolved the issue and is applying agent state exclusions for any affected customers during this time period.
The previous, "Completed - The scheduled maintenance has been completed." was an automated update that was sent at the originally planned end time of the maintenance window. However, as stated in the maintenance window update, we have extended the maintenance window's end time by 4 hours. We apologize for any confusion this may have caused. The database is now running the new version, and we are validating the data. Once validation is complete, we will add agent state exclusions for the duration of the maintenance window. After that, we will resume metric computation for reports.
We have added agent state exclusions for the duration of the maintenance window. Metric computation for reports has resumed, and data is continuing to populate in reports.
Reporting data is now fully up to date. All operations related to the database upgrade are now complete.
We are currently investigating this issue.
The issue has been identified and a fix is being implemented.
This incident has been resolved. A database operation degraded performance, which caused pages across the product to become unresponsive. We’re reviewing our database operation safeguards and monitoring to reduce the likelihood of similar issues in the future.
Between 6:30pm ET on May 6th and 7am ET on May 7th, some customers saw missing or zero values in reporting surfaces (including support volume and queue/exclusion views) for data values that appeared after 6:30pm ET on 5/6/2026 due to delayed replication in one of our data-processing tasks. Data ingestion itself continued normally and no conversation data was lost, the issue was isolated to metric freshness/display. We restored the task, backfilled dependent metrics, and service is now operating normally, with additional monitoring improvements underway to prevent recurrence.
We're currently investigating issues with proxied APIs in workflows. We’re working to fix the problem as quickly as we can.
The issue has been identified and a fix is being implemented.
The issue with proxied APIs in workflows has now been resolved and they work as expected.
Between 10:56 AM and 11:09 AM PT, a subset of sync jobs responsible for retrieving agent states and ticket updates experienced intermittent failures. The underlying issue has been identified and resolved, and we have verified that all affected ticket updates are now backfilling any data. We've also added a system-level agent state exclusion to ensure that these failures do not affect adherence and are conducting a postmortem to identify any system improvements that can be made.
The issue has been identified and we are in the process of resolving the issue.
We have identified and fixed the issue. We see latency coming back down to regular levels
This incident has been resolved.
We are currently investigating this issue
We are continuing to investigate this issue
The issue has been identified and a fix is being implemented
A fix has been implemented and we are monitoring the results
This incident has been resolved.
Upstream provider service outage caused the Assembled voice agent to experience elevated latency and error rates. Once root cause was confirmed, we proactively diverted all traffic to human agents.
We are currently investigating an issue with some contact platforms synchronising data with Assembled
We have identified the root cause of the sync issue, and are producing a fix
We are continuing to work on a fix for the data sync issue
We are addressing the root cause of the issue, and working to get a resolution
The fix has been deployed and we are monitoring the status of Assembled
This incident has been resolved, and we will continue to recover past data into Assembled
The issue has been identified and a fix is being implemented.
From 1:32 PM to 5:30 PM EST, AI chat responses were intermittently failing to retrieve knowledge base content when responding to users. We have identified and resolved the issue, and will be completing a postmortem to prevent recurrence.
This incident has been resolved.
We're currently investigating problems where Copilot's Draft reply functionality is not returning a proper response on a subset of customers.
We have identified and resolved the issue with Copilot’s Draft reply. The root cause was an upstream model provider intermittently returning responses in an unexpected format that bypassed our existing fallback logic. We're identifying improvements to prevent future impact on customers.
Assembled is experiencing inaccurate forecasts being displayed for some staffing requirements. We're investigating the cause.
The issue has been identified and the fix has been implemented, we will be rolling this fix out shortly.
We have rolled out a change that fixes the root cause of the issue, and are regenerating forecasts with the fix.
All forecasts have been regenerated and the incident has been resolved.
Assembled is experiencing degraded performance, which is causing some errors in requests to the Assembled site. You may experience error messages or alerts that "something went wrong" when changing dates or making adjustments on the staffing timeline.
We've fixed the bug causing errors on the staffing timeline. We apologize for the inconvenience!
Voice agent experiencing increased latency
At 12:01am PT on October 20, 2025, we detected an outage with our reporting services. We've root caused the issue as a problem with a hosting provider. Our team is actively working with the provider to restore service as soon as possible. Note, most services on the general application and staffing timeline are still available. The specific affected services / products are: - Loss of realtime agent state records - Loss of realtime ticket data - Delayed forecast updates - Delayed Assist autosends
A fix has been implemented from our provider and we've seen almost all of our underlying services recover. We'll be adding agent state exclusions for the affected time period and will continue to monitor other services as they come back online.
There is a delay synchronising events into Google Calendar after they have created in Assembled. We are aware of the issue, and monitoring for a resolution.
We are continuing to monitor the delay in synchronisation.
We are monitoring the synchronisation delay for creating events in Google Calendar.
We are continuing to see a steady recovery.
Activities should now be syncing successfully into Google Calendar from Assembled.
We are seeing Google SSO login errors. We believe this is an upstream error, and are investigating the issue. Please note that users who are already logged in are not affected.
We are observing signs of recovery. We believe that users should no longer experience any issues, but will continue monitoring for errors.
This incident has been resolved. Google has published a report regarding this issue: https://www.google.com/appsstatus/dashboard/incidents/oFcAZTr4EVieF5Fr6Ee9
From 12:23 PM PT to 3:02 PM PT, chat handoffs were not functioning correctly. Conversations were not actually being handed off to human agents, and on the QA review page only the first message was visible even though conversations continued. The issue has been fully resolved going forward. We are also investigating options for retrieving the missing conversation data from the affected time window.
We are seeing intermittent delays for email auto-sends and errors coming from Zendesk, which could delay any automatic email sends and prevent full functionality of handoff to Zendesk tickets. We are closely monitoring Zendesk's status page updates (https://status.zendesk.com/) and will put any mitigations in place where appropriate.
This incident has been resolved.
We're currently experiencing problems with some of our upstream voice providers. Our systems have automatically fallen back and are routing traffic to human agents. We're working with our upstream providers on a fix as soon as possible
We are continuing to work on a fix for this issue.
Our upstream provider has resolved the incident, so our system is once again back in a healthy state to receive calls.
From 10:15am PT to 12:32 PT, agent messages sent from CRM platforms (Zendesk, Kustomer, etc.) were not appearing in the chat widget to end customers. This would occur for any messages escalated to live chat, but did not affect email handoff messages. We've identified and resolved the issue and the full functionality for live chat is restored. We'll be conducting a full postmortem of this incident.
This incident has been resolved.