Zenscrape incident
Performance Degradation with Canned Responses and Solution Articles
Zenscrape experienced a minor incident on November 10, 2025 affecting Tickets and Tickets, lasting 10h 5m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Nov 10, 2025, 01:30 PM UTC
We are currently experiencing an issue where Canned Responses and Solution Articles are unresponsive for subset of customers when replying to tickets. Our engineering team is actively investigating the cause and working to restore full functionality.
- investigating Nov 10, 2025, 09:30 PM UTC
Our engineering team is continuing to work on resolving the issue affecting Canned Responses and Solution Articles on the ticket reply page. These options may still be unresponsive for some customers. We are actively investigating and testing fixes to ensure full functionality is restored as soon as possible.
- identified Nov 10, 2025, 10:30 PM UTC
We have identified the cause of the issue affecting Canned Responses and Solution Articles on the ticket reply page. Our engineering team is now working on implementing a fix to restore full functionality.
- resolved Nov 10, 2025, 11:35 PM UTC
The problem impacting Canned Responses and Solution Articles on the ticket reply page has been successfully resolved. Our engineering team applied a fix to address the root cause, and all features are now operating normally.