Puzzel Outage History
Puzzel is up right nowPingoru has recorded 25 incidents for Puzzel: 25 in the last 12 months and 14 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 | 6 | 73 of 744 (10%) |
| June 2026 | 4 | 24 of 720 (3%) |
| July 2026 | 1 | 0 of 744 (0%) |
| August 2026 | 1 | 12 of 744 (2%) |
| September 2026 | 4 | 49 of 720 (7%) |
| October 2026 | 9 | 48 of 744 (6%) |
| November 2026 | 0 | 0 of 229 (0%) |
Incidents, newest first
Minor October 29, 2026 Puzzel Incident Notification 46m Voice Channel Regions, Voice Channel Regions (Voice Channel Regions — Softphone)
Started Oct 29, 2026, 09:29 AM UTC· resolved Oct 29, 2026, 10:15 AM UTC
- monitoring Oct 29, 2026, 09:29 AM UTC
We are investigating and seeking to resolve an incident which may be causing a delay in the Agent Application. Agents may experience not being able to answer incoming requests when using Softphone in the Agent Application. Affected users are advised to re-log to the Agent Application and refresh the browser. 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.
Minor October 29, 2026 Puzzel Incident Notification 1h 26m Products, Products (Products — Contact Centre), Voice Channel Regions, Voice Channel Regions (Voice Channel Regions — Voice Norway) and 5 more
Started Oct 29, 2026, 07:28 AM UTC· resolved Oct 29, 2026, 08:55 AM UTC
- investigating Oct 29, 2026, 07:28 AM UTC
We are aware that some customers hosted on Puzzel’s Private Cloud are experiencing intermittent difficulty making outbound calls through Puzzel Contact Centre. Puzzel engineers are working to restore normal service as a priority. Further updates will be provided as more information becomes available.
- monitoring Oct 29, 2026, 07:37 AM UTC
At approximately 08:30 CET, our engineers rerouted outbound calls to restore service for affected customers. We are now monitoring the situation closely to confirm that calls are connecting normally. Puzzel engineers continue to work on the underlying cause as a priority. Further updates will be provided as more information becomes available.
- investigating Oct 29, 2026, 08:02 AM UTC
We are aware that customers hosted on Puzzel’s Private Cloud are experiencing an issue affecting some inbound calls to Puzzel Contact Centre. Puzzel engineers are working to restore normal service as a priority. Further updates will be provided as more information becomes available. Please accept our apologies for the impact of this incident on you and your business.
Minor October 27, 2026 Puzzel Incident Notification 11m Products, Products (Products — Contact Centre), Products (Products — Virtual Agents (SupWiz))
Started Oct 27, 2026, 10:32 AM UTC· resolved Oct 27, 2026, 10:44 AM UTC
- investigating Oct 27, 2026, 10:32 AM UTC
Puzzel engineers are investigating and seeking to resolve an incident which may be affecting your Chat and Virtual Agent services. Customers may be experiencing issues starting chats. We apologise for the potential impact of this incident on you and your business.
Minor October 27, 2026 INC-1576 Puzzel Case Management Incident 1d 2h Products, Products (Products — Case Management)
Started Oct 27, 2026, 07:38 AM UTC· resolved Oct 28, 2026, 09:56 AM UTC
- investigating Oct 27, 2026, 07:38 AM UTC
Puzzel engineers are investigating reports of issues with Puzzel Case Management for customers hosted on Puzzel Private Cloud. Users may experience slow response times or be unable to open tickets, with some users receiving a 504 error. Users who can open tickets may also be unable to reply, reassign tickets or change their status, and may receive an error message. We are investigating the issue and will provide an update as soon as more information is available. We apologise for the potential impact this incident may have on you and your business.
- monitoring Oct 27, 2026, 08:08 AM UTC
Based on our monitoring, no further issues with Puzzel Case Management have been observed since 08:20 CET. We are continuing to monitor the service to ensure it remains stable. A further update will be provided if there are any changes.
- monitoring Oct 27, 2026, 08:38 AM UTC
Monitoring has detected another period of issues with Puzzel Case Management for customers hosted on Puzzel Private Cloud, between 09:06 and 09:17 CET. The issue appears to be intermittent. Our engineers are continuing to investigate, and we are monitoring the service closely to assess its stability.
Major October 26, 2026 Puzzel Incident Notification 14h 33m Products, Products (Products — Contact Centre), Products (Products — Virtual Agents (SupWiz))
Started Oct 26, 2026, 05:03 PM UTC· resolved Oct 27, 2026, 07:36 AM UTC
- investigating Oct 26, 2026, 05:03 PM UTC
Puzzel engineers are investigating and seeking to resolve an incident which may be affecting your Chat and Virtual Agent services. Customers may be experiencing issues starting chats. We apologise for the potential impact of this incident on you and your business.
- monitoring Oct 26, 2026, 05:11 PM UTC
Puzzel engineers have restored Chat and Virtual Agent services. We are continuing to monitor services closely and will advise once the incident is confirmed as resolved. We apologise for the potential impact of this incident on you and your business.
Minor October 26, 2026 Puzzel Incident Notification 2h 33m Products, Products (Products — Contact Centre)
Started Oct 26, 2026, 09:20 AM UTC· resolved Oct 26, 2026, 11:53 AM UTC
- investigating Oct 26, 2026, 09:59 AM UTC
Puzzel engineers are investigating reports of delays and slowness when loading pages in the Puzzel Admin Portal. An update will be provided once we have more information. We apologise for the potential impact of this incident on you and your business.
Minor October 15, 2026 Puzzel Incident Notification 27m Products, Products (Products — Contact Centre)
Started Oct 15, 2026, 12:37 PM UTC· resolved Oct 15, 2026, 01:04 PM UTC
- investigating Oct 15, 2026, 12:37 PM UTC
Puzzel is investigating reports of customers experiencing issues with Puzzel Contact Centre services. Customers may be experiencing issues with call connectivity. Our Engineering teams are currently investigating this issue as a priority. We apologise for the potential impact of this incident on you and your business.
Major October 14, 2026 Puzzel Incident Notification 1h 5m Products, Products (Products — Case Management), Products (Products — Contact Centre), Products (Products — WFM) and 3 more
Started Oct 14, 2026, 09:19 AM UTC· resolved Oct 14, 2026, 10:24 AM UTC
- investigating Oct 14, 2026, 09:19 AM UTC
Puzzel is investigating reports of customers experiencing issues with Puzzel Contact Centre services. Customers may be experiencing issues logging in to the Agent Application. Our Engineering teams are currently investigating this issue as a priority. We apologise for the potential impact of this incident on you and your business.
- monitoring Oct 14, 2026, 09:29 AM UTC
Puzzel engineers have advised that users can now log in to Puzzel applications. Users may experience some delay when accessing the Agent Application as normal service is restored. We will continue to monitor services and will update you once the incident has been confirmed as resolved.
Minor October 11, 2026 Puzzel Incident Notification 33m Products, Products (Products — Contact Centre)
Started Oct 11, 2026, 10:58 AM UTC· resolved Oct 11, 2026, 11:31 AM UTC
- investigating Oct 11, 2026, 10:58 AM UTC
We are investigating and seeking to resolve an incident which may be affecting Chatbot services. Customers may experience that chatbots are not connecting. 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.
Minor September 18, 2026 Puzzel Incident Notification 16m Products, Products (Products — Case Management), Products (Products — Contact Centre)
Started Sep 18, 2026, 07:07 AM UTC· resolved Sep 18, 2026, 07:23 AM UTC
- investigating Sep 18, 2026, 07:07 AM UTC
We are investigating and seeking to resolve an incident which may be affecting your service. Customers may be experiencing issues accessing some 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.
Minor September 14, 2026 Puzzel Incident Notification 1d 21h Products, Products (Products — Sales Intelligence (S2)), Voice Channel Regions, Voice Channel Regions (Voice Channel Regions — Voice Denmark)
Started Sep 14, 2026, 11:44 AM UTC· resolved Sep 16, 2026, 09:03 AM UTC
- investigating Sep 14, 2026, 11:44 AM UTC
We are currently investigating reports of silent calls affecting some customers in Denmark, impacting Contact Centre and Sales Intelligence. Thank you for your patience. We will provide more information as soon as we have an update on the investigation.
- investigating Sep 14, 2026, 12:56 PM UTC
We are continuing to investigate reports of silent calls affecting some customers in Denmark, impacting Contact Centre and Sales Intelligence. We are in dialogue with one of our vendors as part of the investigation. Thank you for your patience. We will provide more information as soon as we have an update.
- investigating Sep 15, 2026, 07:23 AM UTC
We are continuing to investigate reports of silent calls affecting some customers in Denmark, impacting Contact Centre and Sales Intelligence. As traffic has increased this morning, we are unfortunately seeing a higher number of calls affected by the issue. We remain in dialogue with one of our vendors as part of the ongoing investigation and are working to identify the cause and restore normal service. Thank you for your patience and understanding. We will provide a further update as soon as we have more information.
- investigating Sep 15, 2026, 10:10 AM UTC
We are continuing to investigate reports of silent calls affecting some customers in Denmark, with an impact on both Contact Centre and Sales Intelligence services. As part of our ongoing investigation, we remain in close dialogue with one of our vendors and are working to identify the root cause of the issue and restore normal service as soon as possible. We appreciate your patience and understanding while we continue our investigation. We will provide a further update here as soon as more information becomes available. In the meantime, please continue to raise any issues via a Support Ticket.
- identified Sep 15, 2026, 01:04 PM UTC
Our investigation into silent calls affecting some customers in Denmark, impacting both Contact Centre and Sales Intelligence services, has identified the underlying cause of the issue. We are working with our vendor to implement the required configuration change. The change is subject to the vendor's change process, and we are working with them to have this completed as quickly as possible. The impact is currently limited and varies with traffic levels. We continue to monitor the situation closely while working towards a permanent resolution. We appreciate your continued patience and understanding. We will provide a further update here when there is more information.
- identified Sep 15, 2026, 01:53 PM UTC
The required configuration change with our vendor is scheduled for further work tomorrow at 09:00 CEST. The timing for completion is not yet confirmed. In parallel, we are implementing an additional mitigation this evening which we expect will address the issue. The issue is currently limited to inbound calls, as outbound traffic has been rerouted via an alternative route. The impact remains limited and varies depending on traffic levels. For affected incoming calls, callers may not hear the normal welcome message and may therefore hang up and try calling again. We continue to monitor the situation closely and will provide a further update as soon as more information becomes available.
- identified Sep 16, 2026, 06:21 AM UTC
The required configuration change with our vendor remains scheduled for today at 09:00 CEST. Last evening, we implemented an additional mitigation measure, which we anticipate will help address the issue. The current impact remains limited to inbound calls, as outbound traffic has been successfully rerouted via an alternative route. The level of impact remains limited and may vary depending on traffic volumes. We continue to monitor the situation closely and are actively working with our vendor to resolve the issue. We will provide a further update as soon as additional information becomes available. Thank you for your continued patience and understanding.
Minor September 14, 2026 Puzzel Incident Notification 1h 24m Voice Channel Regions, Voice Channel Regions (Voice Channel Regions — Voice Norway), Voice Channel Regions (Voice Channel Regions — Voice UK), Voice Channel Regions (Voice Channel Regions — Voice Denmark) and 3 more
Started Sep 14, 2026, 08:26 AM UTC· resolved Sep 14, 2026, 09:51 AM UTC
- investigating Sep 14, 2026, 08:26 AM UTC
We are currently investigating an incident affecting voice services in Sweden. Some customers may be unable to initiate outbound calls. Our engineering team is treating this as a priority and is working to identify the cause and restore full service as quickly as possible. We apologise for any inconvenience this may cause you and your business, and will provide an update as soon as we have more information.
- investigating Sep 14, 2026, 09:02 AM UTC
We are continuing to investigate the incident affecting voice services, initially reported in Sweden. We are now receiving reports of similar issues from other countries. Customers may be unable to initiate outbound calls, and customers may also be experiencing issues with some inbound calls. Our engineering team continues to treat this as a priority and is working to identify the root cause and restore full service as quickly as possible. We apologise for any inconvenience this may cause you and your business, and will provide a further update as soon as we have more information.
Major September 9, 2026 Puzzel Incident Notification 1h 53m Products, Products (Products — Contact Centre), Voice Channel Regions, Voice Channel Regions (Voice Channel Regions — Softphone)
Started Sep 09, 2026, 11:36 AM UTC· resolved Sep 09, 2026, 01:29 PM UTC
- investigating Sep 09, 2026, 11:36 AM UTC
We are investigating and seeking to resolve an incident which may be affecting your service. Customers may be experiencing issues accessing the Agent Application & Admin Portal. 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 09, 2026, 12:07 PM UTC
Puzzel engineers are continuing to work to resolve the incident, which is affecting the Puzzel Agent Application. Customers may be experiencing a "Sign-in failed" error message when accessing the Agent Application. The Puzzel Admin Portal is available and administrators can log agents on/off via the Puzzel Admin Portal. Agents using softphone can be logged on with alternative phones if applicable. Our Operations team are continuing to investigate this issue as a priority. We apologise for the potential impact of this incident on you and your business.
- identified Sep 09, 2026, 12:54 PM UTC
Puzzel engineers are continuing to work to resolve the incident, which is affecting the Puzzel Agent Application. Our monitoring indicates that service is improving and some users are now able to access the Agent Application. Some customers may still be experiencing error messages or delays loading the Agent Application, as normal service is being restored. We apologise for the potential impact of this incident on you and your business.
Minor August 17, 2026 Puzzel Incident Notification 12h 15m Additional Services, Additional Services (Additional Services — Co-Pilot)
Started Aug 17, 2026, 08:41 AM UTC· resolved Aug 17, 2026, 08:57 PM UTC
- investigating Aug 17, 2026, 08:41 AM UTC
We are investigating and seeking to resolve an incident which may be affecting customers using CoPilot Live Summary. Customers may be experiencing an error message when attempting to summarize a conversation. Puzzel engineers are currently investigating this issue as a priority. We apologise for the potential impact of this incident on you and your business.
- identified Aug 17, 2026, 09:36 AM UTC
Puzzel engineers have identified an issue with the ASR service and are working to restore the service. We will update you once the issue has been resolved and normal service has resumed.
Minor July 29, 2026 Puzzel Incident Notification 23m Products, Products (Products — Contact Centre), Voice Channel Regions, Voice Channel Regions (Voice Channel Regions — Softphone)
Started Jul 29, 2026, 01:02 PM UTC· resolved Jul 29, 2026, 01:26 PM UTC
- investigating Jul 29, 2026, 01:02 PM UTC
We are investigating and seeking to resolve an incident which may be affecting your Puzzel Contact Centre services. Customers may be experiencing issues accessing the Agent Application. Our Operations team are currently investigating this issue as a priority. Updates will be provided every 60 minutes until the incident is resolved. We apologise for the potential impact of this incident on you and your business.
Minor June 24, 2026 Puzzel Incident Notification 21h 46m Products, Products (Products — Conversational Intelligence), Additional Services, Additional Services (Additional Services — Co-Pilot)
Started Jun 24, 2026, 11:00 AM UTC· resolved Jun 25, 2026, 08:47 AM UTC
- investigating Jun 24, 2026, 11:00 AM UTC
Puzzel engineers are investigating and seeking to resolve an incident which may be affecting your Conversational Intelligence service. Customers may be experiencing a delay in conversation imports to Conversational Intelligence. Updates will be provided once we have more information regarding the incident. We apologise for the potential impact of this incident on you and your business.
Minor June 23, 2026 Puzzel Incident Notification 28m Voice Channel Regions, Voice Channel Regions (Voice Channel Regions — Softphone), Voice Channel Regions (Voice Channel Regions — Voice UK)
Started Jun 23, 2026, 09:52 PM UTC· resolved Jun 23, 2026, 10:21 PM UTC
- investigating Jun 23, 2026, 09:52 PM UTC
Puzzel engineers are currently investigating an issue impacting Puzzel customers hosted on Puzzel's UK platform area in Azure (UK1). Affected customers may experience silent calls. Our engineering teams are actively working to identify the cause and restore normal service as quickly as possible. We apologise for the potential impact of this incident on you and your business.
- investigating Jun 23, 2026, 10:01 PM UTC
To restore service, Puzzel engineers are performing a software rollback which may cause active sessions to disconnect. We will update you once this is completed.
Major June 23, 2026 Puzzel Incident Notification 15m Products, Products (Products — Sales Intelligence (S2))
Started Jun 23, 2026, 06:31 AM UTC· resolved Jun 23, 2026, 06:47 AM UTC
- investigating Jun 23, 2026, 06:31 AM UTC
We are investigating and seeking to resolve an incident which may be affecting customers using Puzzel Sales Intelligence. Customers may be experiencing problems logging on and accessing the service. 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.
Minor June 4, 2026 Puzzel Contact Centre Incident Notification 58m Products, Products (Products — Contact Centre)
Started Jun 04, 2026, 08:19 AM UTC· resolved Jun 04, 2026, 09:17 AM UTC
- investigating Jun 04, 2026, 08:19 AM UTC
We are investigating an incident affecting the Contact Centre Agent Application. Customers may experience delays in queued requests connecting to available agents. Our engineering teams are actively working to resolve this. We apologise for the disruption and will provide an update as soon as we have more information.
Minor May 27, 2026 Puzzel Incident Notification 1h 57m Products, Products (Products — Contact Centre)
Started May 27, 2026, 06:36 AM UTC· resolved May 27, 2026, 08:33 AM UTC
- investigating May 27, 2026, 06:36 AM UTC
We are aware of reports that some users are currently unable to log in to the Contact Centre Agent Application. We are actively investigating the issue and will provide an update as soon as we have more information. We apologise for any inconvenience this may cause.
- investigating May 27, 2026, 06:58 AM UTC
As we continue to investigate, we recommend affected users restart their browser, clear their cache and cookies, and retry logging in. For guidance on how to do this, see our Help Centre article; https://www.puzzel.com/help?pzlRoute=article&pzlSearchQuery=clear%20cache&pzlSearchLimit=10&pzlArticleId=23456 We will provide a further update as soon as we have more information.
- monitoring May 27, 2026, 07:28 AM UTC
Our engineers have confirmed that affected users can resolve the issue by clearing their cache and cookies and restarting their browser. For guidance on how to do this, see our Help Centre article: https://www.puzzel.com/help?pzlRoute=article&pzlArticleId=23456 If you continue to experience issues after following these steps, please contact our support team.
Minor May 22, 2026 Virtual Agents Incident 5h 3m Products, Products (Products — Virtual Agents (SupWiz))
Started May 22, 2026, 09:52 AM UTC· resolved May 22, 2026, 02:56 PM UTC
- monitoring May 22, 2026, 09:52 AM UTC
We are investigating an incident affecting our Virtual Agent service for customers hosted in Scaleway. Some customers are experiencing chatbots being unavailable or unresponsive. The issue is caused by a disruption at our infrastructure provider's data centre. Services are recovering and we are monitoring closely. You can follow our infrastructure provider's status page for live updates: https://status.scaleway.com/incidents/qkj49g6g3ykp We apologise for the disruption this is causing to you and your business.
Minor May 14, 2026 Puzzel Incident Notification 59m Voice Channel Regions, Voice Channel Regions (Voice Channel Regions — Voice UK)
Started May 14, 2026, 02:58 PM UTC· resolved May 14, 2026, 03:58 PM UTC
- investigating May 14, 2026, 02:58 PM UTC
Puzzel engineers are investigating and seeking to resolve an incident which may be affecting your Contact Centre service. UK customers may be experiencing call quality issues. Updates will be provided as soon as we have more information. We apologise for the potential impact of this incident on you and your business.
Minor May 12, 2026 Puzzel Incident Notification 18m Products, Products (Products — Contact Centre)
Started May 12, 2026, 10:27 AM UTC· resolved May 12, 2026, 10:45 AM UTC
- identified May 12, 2026, 10:27 AM UTC
We have identified an incident affecting Puzzel Contact Centre services. Some customers may be experiencing issues logging on to profiles in the Agent Application. Our Operations team are currently investigating this issue as a priority. Updates will be provided every 60 minutes until the incident is resolved. We apologise for the potential impact of this incident on you and your business.
Minor May 8, 2026 Puzzel SMS Incident Notification 2d 15h Additional Services, Additional Services (Additional Services — Messaging (SMS))
Started May 08, 2026, 02:29 PM UTC· resolved May 11, 2026, 06:23 AM UTC
- identified May 08, 2026, 02:29 PM UTC
One of Puzzel's SMS routing partners has confirmed a major incident affecting their SMS services. Puzzel engineers have rerouted outbound SMS traffic via an alternative carrier. However, some Puzzel customers may experience inbound SMS messages not being received. We will provide an update once the partner confirms the incident is resolved.
Major May 5, 2026 Puzzel Contact Centre Incident 31m Products, Products (Products — Contact Centre)
Started May 05, 2026, 01:12 AM UTC· resolved May 05, 2026, 01:43 AM UTC
- investigating May 05, 2026, 01:12 AM UTC
We are currently investigating an incident affecting the Puzzel Contact Centre Agent Application. Customers may be experiencing issues logging in to the Agent Application. Our Engineering teams are currently investigating this issue as a priority. We apologise for the potential impact of this incident on you and your business.