Clicking Show conversation in Helpdesk WhatsApp thread links to blank helpdesk thread

Update timeline

1. investigating Feb 05, 2026, 04:22 PM UTC

   We are investigating the issue causing Help desk WhatsApp threads to redirect to a blank Help desk thread when clicking "Show conversation" for some customers. We will provide an update when we have more information. The information on this page reflects our understanding of the incident and impact at the time of the update.

2. identified Feb 05, 2026, 08:08 PM UTC

   We have identified the issue causing Help desk WhatsApp thread links to redirect to a blank help desk thread when clicking "Show conversation". We are working on a fix. We will provide an update when we have more information. We will be back with an update within an hour.

3. monitoring Feb 05, 2026, 09:15 PM UTC

   We've addressed the issue that caused Help desk WhatsApp thread links to be broken since 2:53 PM EST (UTC -05:00) on Feb 4, 2026. We're monitoring performance closely to ensure the tools recover properly. We will be back with an update within an hour.

4. resolved Feb 05, 2026, 09:41 PM UTC

   Help desk WhatsApp thread links are now fully accessible. We've identified and addressed the root cause of the issue. The incident has been fully resolved and Help desk WhatsApp thread links should be working properly. No data was lost.