Puzzel experienced a minor incident on September 14, 2026 affecting Products and Products (Case Management) and 1 more component, lasting 3h 9m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Sep 14, 2026, 12:11 PM UTC
We are investigating and seeking to resolve an incident which may be affecting Puzzel services. Our Operations team are currently investigating this issue as a priority. We apologise for the potential impact of this incident on you and your business.
- investigating Sep 14, 2026, 12:47 PM UTC
We are continuing to investigate the incident affecting multiple Puzzel services, and our engineering teams is treating this as a priority. We apologise for the impact this incident may be having on you and your business, and will provide a further update as soon as we have one.
- investigating Sep 14, 2026, 01:31 PM UTC
We are continuing to investigate the incident affecting multiple Puzzel services. Our engineering teams are treating this as a priority and has engaged one of our external vendors to support the investigation. Customers may experience issues with the following, including but not limited to: Case Management, Chat, Public FAQ, SMS, FTP, Speech Recognition, Bots, Live Summary, Verint, RawData, and loading of statistical reports in Puzzel Admin. We apologise for the impact this incident may be having on you and your business, and will provide a further update as soon as we have one.
- investigating Sep 14, 2026, 02:02 PM UTC
We are continuing to investigate the incident affecting multiple Puzzel services. Customers may also be experiencing issues accessing the Puzzel Agent Application in addition to services previously affected. Some Puzzel services have been restored, and other services still affected are being investigated as a priority. We apologise for the impact this incident may be having on you and your business, and will provide a further update as soon as we have one.
- monitoring Sep 14, 2026, 02:25 PM UTC
The incident affecting Puzzel services is now resolved and normal services are resuming. Please note that SMS service restoration is still in progress. Puzzel engineers will continue to monitor all services closely and will provide further updates if there are any changes. Please accept our apologies for the impact of this incident on you and your business.