Dixa experienced a critical incident on August 26, 2025 affecting Trustpilot, lasting 53m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Aug 26, 2025, 08:58 AM UTC
We are currently investigating an issue with Trustpilot conversations not being offered to agents
- monitoring Aug 26, 2025, 09:32 AM UTC
A fix has been implemented and we are monitoring the results.
- resolved Aug 26, 2025, 09:52 AM UTC
This incident has been resolved.
- postmortem Aug 27, 2025, 10:26 AM UTC
## Summary On August 26, 2025, a deployment at 10:32 AM CEST caused a complete outage of the TrustPilot queue service, preventing agents from opening TrustPilot conversations in the agent interface. The incident was detected by Customer Support 20 minutes after deployment and resolved through a rollback at 11:30 AM CEST. Total downtime was 58 minutes, with a high impact on TrustPilot customer service operations. ## Timeline * **10:32 CEST** - Image deployment initiated * **10:52 CEST** - Customer Support \(CS\) identified the TrustPilot queue service outage and notified the engineering team * **11:30 CEST** - Changes rolled back, service restored **Total Duration:** 58 minutes ## Root Cause The incident was caused by a deployment that contained changes incompatible with the TrustPilot queue service functionality. ## Impact * TrustPilot Conversations could not be opened in the agent interface * Complete disruption of TrustPilot queue operations * Agent workflow interruption for TrustPilot-related customer inquiries ## Resolution **Immediate Resolution:** * The engineering team executed a rollback of the deployed changes at 11:30 AM CEST * Service functionality was restored following the rollback * TrustPilot queue operations returned to normal **Prevention Measures:** * Expand integration test coverage for all third-party services * Implement automated health checks and alerting for critical service dependencies