[EU Hosting] Helpdesk functionality degraded

Update timeline

1. identified Mar 04, 2026, 10:52 AM UTC

   Status: Identified We have identified a problem loading User and Conversation Data within the Helpdesk. Our team is aware and investigating the issue. We’ll update you here as soon as we have more specific information. Affected components REST API (Operational) Reporting (Operational) Knowledge Hub (Operational) Web Messenger (Operational) Fin AI Agent (Operational) Webhooks (Operational) Tickets (Operational) Help Center (Operational) Outbound (Operational) Inbox (Partial outage) Copilot (Operational) Omnichannel (Operational) Other (Operational) Mobile Messenger (Operational) Phone (Operational) Apps and Integrations (Operational)

2. resolved Mar 04, 2026, 11:35 AM UTC

   Status: Resolved From 10:52 - 11:35 UTC, User Data and Conversation Data would not load in the Helpdesk. There were also failures in Ticket Creation. This issue should now be resolved and all services are restored to normal functionality. Please don’t hesitate to reach out to [email protected]: mailto:[email protected] if you have any further questions or if you’re still seeing any unexpected behaviour Affected components Web Messenger (Operational) Inbox (Operational) Help Center (Operational) Fin AI Agent (Operational) Phone (Operational) REST API (Operational) Omnichannel (Operational) Webhooks (Operational) Copilot (Operational) Reporting (Operational) Outbound (Operational) Mobile Messenger (Operational) Tickets (Operational) Apps and Integrations (Operational) Knowledge Hub (Operational) Other (Operational)