Ticket Status Deactivated and Unable to Be Reactivated - Multiple Pods

Update timeline

1. resolved Sep 16, 2026, 11:14 AM UTC

   We are aware of an issue affecting custom ticket statuses. Some customers may see statuses marked as inactive and be unable to restore them, while other statuses may not appear at all. Our engineering team has identified the cause and is actively working to resolve the issue. We apologize for the disruption and will provide another update as soon as more information is available.

2. resolved Sep 16, 2026, 11:32 AM UTC

   We have deployed a fix for the issue affecting custom ticket statuses. Please check whether your statuses are now visible and can be managed as expected. If you still see missing or inactive statuses, please reply to let us know. We will be happy to continue investigating with you. We apologize for the disruption and appreciate your help in confirming the resolution.

3. resolved Sep 16, 2026, 12:13 PM UTC

   Our engineering team is continuing to roll out the fix for the custom ticket status issue to the remaining affected service environments. We appreciate your patience while this work is completed and will provide further updates as they become available.

4. resolved Sep 16, 2026, 12:41 PM UTC

   Our engineering teams have completed deployment of the fix. Please verify whether custom ticket statuses are now displaying and functioning as expected. If the issue persists, please clear your browser cache and cookies, then check the ticket statuses again using a private or incognito browser window. If the issue continues after these steps, please contact us so we can provide further assistance.