Thread experienced a critical incident on November 6, 2025 affecting Thread RT API and Thread Inbox, Messenger, & Admin, lasting 21m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Nov 06, 2025, 04:17 PM UTC
We are currently investigating this issue.
- resolved Nov 06, 2025, 04:38 PM UTC
This incident has been resolved.
- postmortem Nov 10, 2025, 04:42 PM UTC
> As part of the **Contact Intelligence General Availability** release, we introduced contact intelligence loading into ticket queries. The rollout performed well in Inbox; however, when we extended it to the PSA Pods, it significantly increased both the amount of data fetched from the database and the number of requests. This led to severe degradation in our real-time application performance.Our engineering team was alerted by our monitoring systems and promptly rolled back the changes. Despite the quick response, the issue caused temporary slowness in processing incoming events from PSA and our internal systems for about an hour after the rollback.Following the incident, our engineering team conducted an internal post-mortem and is actively addressing the issues identified in this release. We’re implementing several action items to ensure future releases don’t impact production and to strengthen both our release and rollback processes.