Keeping incident

Knowledge Base Button Missing When Replying to a Message For Some Users

Keeping experienced a minor incident on September 26, 2025 affecting Chrome Extension, lasting 5d 1h. The incident has been resolved; the full update timeline is below.

Started: Sep 26, 2025, 01:57 PM UTC
Resolved: Oct 01, 2025, 03:28 PM UTC
Duration: 5d 1h
Detected by Pingoru: Sep 26, 2025, 01:57 PM UTC

Affected components

Chrome Extension

Update timeline

identified Sep 26, 2025, 01:57 PM UTC

We've identified an issue that prevents the "lightning bolt" (Knowledge Base) button from appearing when replying to a Keeping ticket. This is affecting a small subset of users. For now, the workaround is to "pop out" the reply via the button in the upper right corner when composing a reply. This will restore the buttons until we resolve the issue.
resolved Oct 01, 2025, 03:28 PM UTC

The latest version of the Keeping Chrome Extension resolves this issue. Please update your Chrome Extension if you are experiencing this issue.