[Email] [US System] - new drafts not appearing in Drafts list

Update timeline

1. investigating Jul 09, 2026, 02:01 PM UTC

   We are investigating an issue affecting the creation of new Studio Email drafts and templates in our US environment. When creating a new draft, you may see a successful save confirmation, but the draft does not appear in your Drafts list afterward. Existing drafts and previously sent emails are not affected. Customers hosted in our EU environment are not affected. Our team is actively working to identify and resolve the cause. We will post an update as soon as we have more information.

2. monitoring Jul 09, 2026, 02:19 PM UTC

   We have deployed a fix to resolve the issue affecting new Studio Email drafts in our US environment. Creating and viewing new drafts and templates should now work as expected. We will continue to monitor the systems until we are sure the issue is fully resolved.

3. resolved Jul 10, 2026, 06:29 AM UTC

   This incident has been resolved. We are sorry for the trouble this has caused. Please contact us at [email protected] should you experience any further issues. We’re happy to help!

4. postmortem Jul 14, 2026, 12:19 PM UTC

   **Summary** On July 9, 2026, between 9:01 AM and 4:06 PM \(CEST\), customers on the Americas System experienced an issue where newly created Staffbase Employee Email drafts, scheduled emails, and sent emails did not appear in their respective list views. Our teams successfully identified the cause and restored full service functionality. **What Happened** A background indexing process responsible for populating email list views stopped functioning correctly, so newly created drafts, scheduled emails, and sent emails were not appearing in their respective lists even though they were saved successfully. Users received confirmation that their content was saved but could not locate it to view, edit, or send. Other regions were not affected. Our team identified the issue and resolved it, restoring normal visibility for all affected content. **Impact** Between 9:01 AM and 4:06 PM \(CEST\) on July 9, 2026, customers on the Americas System may have been unable to locate newly created Staffbase Employee Email drafts, scheduled emails, or sent emails in their list views, even though the content was saved successfully. Previously created content remained visible throughout. No data was lost during this incident. **Future Improvements** We will implement additional checks for the operation of the affected service component and improve our ability to detect and resolve similar issues more quickly in the future. Thank you for your patience and understanding while we work to improve our services and prevent future incidents. If you have any questions or concerns, please do not hesitate to reach out to our customer support team at [[email protected]](mailto:[email protected]).