Delays in Support Case Creation via Email

Update timeline

1. investigating Apr 08, 2026, 07:05 PM UTC

   We are currently experiencing an issue where cases sent to [email protected] may not be created as expected. Our team is actively investigating the issue. In the meantime, if you require assistance, please submit your request via the Braze Support Portal or reach out to your Customer Success Manager. We will provide an update as soon as more information becomes available.

2. identified Apr 08, 2026, 07:44 PM UTC

   We have identified the root cause of the issue is Google Workspace incident (https://www.google.com/appsstatus/dashboard/incidents/224ozRqzW4sFBDK8hLnT). This is causing delays in emails being sent and received.

3. identified Apr 08, 2026, 08:34 PM UTC

   We are continuing to investigate this incident. Both Google Workspace and Salesforce's Email-to-Case functionality are reporting issues related to the processing of email. New cases created by emailing support@braze as well as responses on existing cases are not being processed. In the meantime please submit your request by clicking "Get Help" in the top-right corner of your Braze workspace. Alternatively, your CSM may also be able to support.

4. monitoring Apr 08, 2026, 09:27 PM UTC

   We have begun receiving responses in cases that were delayed by this incident. Case creation via email is now being processed. Support is actively working through the backlog of requests and follow-ups created during the disruption.

5. resolved Apr 08, 2026, 09:49 PM UTC

   The issue affecting email processing for support cases has been resolved. New cases sent to [email protected] and replies to existing cases are now being processed as expected. Our Support team is actively working through the backlog of requests created during the disruption. Thank you for your patience while we worked through this.