Cloud Help Desk Intermittent slow page loading

Update timeline

1. investigating Apr 28, 2026, 03:14 PM UTC

   We're investigating reports of slow performance and timeouts on the Cloud Help Desk. We've confirmed this is a system-side issue and are working on a fix. Updates to follow.

2. monitoring Apr 28, 2026, 07:07 PM UTC

   We have successfully stabilized the Cloud Help Desk. Our teams will be monitoring for any further issues and investigating the root cause. Please submit a ticket via [email protected] if you still encounter excessive latency or timeouts.

3. resolved Apr 30, 2026, 06:03 PM UTC

   We have seen no further reports of latency or timeouts, and our internal testing confirms that performance remains stable. We are now officially marking this incident as Resolved. Root Cause: The issue was triggered by a high-volume surge of API requests from a third-party data tool. This created an unexpected load on our database, specifically impacting the ticket queue and reporting sections. Prevention: To prevent a recurrence, we have implemented new traffic controls and rate-limiting measures. We will continue to monitor these systems to ensure long-term stability. If you are still experiencing any issues, please let our team know at [email protected].