Kayako Outage History
Kayako is up right nowPingoru has recorded 5 incidents for Kayako: 2 in the last 12 months and 1 in the last 90 days.
Show as a table
| Month | Incidents | Hours with an open incident |
|---|---|---|
| April 2026 | 0 | 0 of 720 (0%) |
| May 2026 | 0 | 0 of 744 (0%) |
| June 2026 | 1 | 8 of 720 (1%) |
| July 2026 | 0 | 0 of 744 (0%) |
| August 2026 | 0 | 0 of 744 (0%) |
| September 2026 | 0 | 0 of 720 (0%) |
| October 2026 | 1 | 24 of 510 (5%) |
Incidents, newest first
Major October 14, 2026 Delayed or failed reply sending on US instances 23h 32m US Pod
Started Oct 14, 2026, 02:30 AM UTC· resolved Oct 15, 2026, 02:02 AM UTC
- identified Oct 14, 2026, 02:30 AM UTC
We’re aware that some customers hosted in our US region recently experienced intermittent failures when sending replies, updating conversations, and submitting Help Center requests, along with delays to email and other notifications. Our infrastructure team has mitigated the underlying issue and is working on a permanent fix. A small number of replies saved during this period may not have been delivered by email. Please check replies sent during the incident and resend any that your customer did not receive.
- monitoring Oct 14, 2026, 02:41 AM UTC
Our infrastructure team has resolved the issue, and we don’t expect customers to experience further reply-sending failures. We’re closely monitoring the situation. Please contact Support through the usual channels if you continue to encounter problems.
- monitoring Oct 14, 2026, 03:11 PM UTC
Reply sending on US instances has been working normally since 02:43 UTC on October 14, and we continue to monitor. Replies that failed to send during the incident are not retried automatically; please resend any reply marked as failed. If you still see send failures, contact Support through the usual channels.
- resolved Oct 15, 2026, 02:02 AM UTC
No further occurrences of the issue have been observed since the fix was implemented over 24 hours ago. The issue is considered resolved, and we are closing this incident. If you experience any further issues, please contact Support through the usual channels.
Minor June 2, 2026 Elevated response times for ticket creation and reply actions 7h 46m Help Center, Agent portal
Started Jun 02, 2026, 03:41 PM UTC· resolved Jun 02, 2026, 11:28 PM UTC
- investigating Jun 02, 2026, 03:41 PM UTC
We are currently investigating reported slowness when creating or replying to tickets.
- investigating Jun 02, 2026, 03:43 PM UTC
We are continuing to investigate this issue.
- monitoring Jun 02, 2026, 08:56 PM UTC
The incident has been resolved, and we are monitoring the situation
- resolved Jun 02, 2026, 11:28 PM UTC
The issue causing elevated response times for ticket creation and reply actions has been resolved. Our Infrastructure team has completed the necessary mitigation steps, and we are seeing response times return to expected levels. We will continue to monitor the platform to ensure stability. Thank you for your patience while we worked through this issue.
Critical October 20, 2025 AWS Degraded – Multiple Services in US-East-1 Region 15h 8m Help Center, Agent portal, EU Pod, US Pod
Started Oct 20, 2025, 08:08 AM UTC· resolved Oct 20, 2025, 11:16 PM UTC
- identified Oct 20, 2025, 08:08 AM UTC
AWS has confirmed “increased error rates and latencies for multiple AWS Services in the US-EAST-1 Region” with a severity labelled “Degraded”. This affects Kayako instances and you may experience issues loading your Help Centers or interacting with the Help Center.
- resolved Oct 20, 2025, 11:16 PM UTC
AWS has confirmed that the outage in the US-EAST-1 region has now been resolved, and all services are operational.
Minor January 22, 2025 Slow performance and reply-merge issues 6h 11m Help Center, Agent portal, EU Pod, US Pod
Started Jan 22, 2025, 07:05 PM UTC· resolved Jan 23, 2025, 01:17 AM UTC
- investigating Jan 22, 2025, 07:05 PM UTC
We have been made aware of an issue related to Slow performance on some specific Kayako Instances. We are currently investigating this and will get back to you as soon as we have more information to share.
- investigating Jan 22, 2025, 07:05 PM UTC
We are continuing to investigate this issue.
- identified Jan 22, 2025, 07:50 PM UTC
We have identified a probable root cause of the issue affecting the performance on some specific Kayako instances. Our team is actively working on resolving it to restore optimal functionality as quickly as possible. Thank you for your patience and understanding. We will provide further updates as soon as more information becomes available.
- monitoring Jan 22, 2025, 09:20 PM UTC
We believe the issue is currently resolved, but we are still actively monitoring the servers. The customers are advised to check their instances and confirm that they are fully operational.
- resolved Jan 23, 2025, 01:17 AM UTC
The issue has been resolved.
Major November 15, 2024 Triggers page is currently failing to load 50m Agent portal, EU Pod, US Pod
Started Nov 15, 2024, 10:36 AM UTC· resolved Nov 15, 2024, 11:27 AM UTC
- investigating Nov 15, 2024, 10:36 AM UTC
We have been made aware of an issue where the Triggers page is not loading as expected. We are presently investigating this and will get back to you as soon as we have more information to share.
- investigating Nov 15, 2024, 10:38 AM UTC
We are continuing to investigate this issue.
- identified Nov 15, 2024, 11:10 AM UTC
We have identified the root cause of this issue and are currently rolling a fix to all affected customers.
- resolved Nov 15, 2024, 11:27 AM UTC
A fix has been rolled out to all customers and the issue should no longer persist. If you still face any problems, please let us know so that we may assist you further.