Siit incident
Issue affecting customers using the Ticketing integration
Siit experienced a minor incident on July 29, 2026 affecting Admin Dashboard, lasting —. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Jul 29, 2026, 01:49 PM UTC
Status: Identified We are investigating an issue of old Zendesk messages from existing Siit threads being re-imported following a fix we recently pushed. This issue only affects messages with attachments, we are working on a fix and we'll keep you update. Affected components Admin Dashboard (Degraded performance)
- identified Jul 29, 2026, 02:39 PM UTC
Status: Identified After thorough investigation the blast radius has been identified to only a handful of customers, you should receive a message shortly after the fix is pushed explaining the impact. A fix is being pushed shortly to avoid those conditions occurring again - we'll also run a cleanup of the few affected requests (~80). Important: no data was lost or exposed. The re-imported messages came from your own tickets and were only ever visible to people who already had access to the requests in question. Unfortunately, Slack notifications that were already sent cannot be recalled. Affected components Admin Dashboard (Operational)
- monitoring Jul 29, 2026, 03:09 PM UTC
Status: Monitoring The fix is currently being pushed Affected components Admin Dashboard (Operational)
- resolved Jul 29, 2026, 03:41 PM UTC
Status: Resolved Post mortem What happened: We received a report of old integration comments surfacing on stale requests at 13:39 UTC today, after investigation, and until the fix was shippe (between 2026-07-29 13:30:08 UTC to 2026-07-29 15:12:06 UTC) a handful of customers were impacted. Why it happened: following a sync-configuration update on our ticketing integrations (Jira, Intercom…), our synchronization provider re-delivered historical comments from your tickets. Some of these old comments were re-imported as new messages on the affected requests, specifically on customers that had previously removed / re-plugged their ticketing integration. What we did: A fix has been shipped live shortly after: historical comments can no longer be re-imported as new messages, and the import pipeline is now protected against this kind of re-delivery. We've also run a cleanup of the duplicated data. We'll contact the affected customer shortly with final number on affected imported messages. We're sorry for the inconvenience. Affected components Admin Dashboard (Operational)