Incidents reported on status page for Cue https://status.cuedesk.com/ https://d1lppblt9t2x15.cloudfront.net/logos/5c275a0e8694d8c814e3cffe7ca15390.png https://status.cuedesk.com/ en https://status.cuedesk.com/incident/773799 Tue, 25 Nov 2025 10:13:00 -0000 https://status.cuedesk.com/incident/773799#90973a4c5b06e62338bb5593dee6e2d7951ef9f1b7762e8d4bcef2c6d44385c0 Message delivery status updates should now be updating normally again. https://status.cuedesk.com/incident/773799 Tue, 25 Nov 2025 10:07:00 -0000 https://status.cuedesk.com/incident/773799#8aacfdebad6a2f1795b7fe9a7361fea8aa8eebe436f23a8c76db5ea916a8e30c When sending messages from the inbox, the messages are being delivered but the delivery status of those messages (delivered, read etc) may take a bit longer to come through. The issue has already been addressed and the queues are catching up. This should resolve shortly. https://status.cuedesk.com/incident/767016 Tue, 18 Nov 2025 09:51:00 -0000 https://status.cuedesk.com/incident/767016#f1e4ba3c7e6ca0e86846c7c734096ad66aca6df4ee8726052a4a5e41caecaaa3 ## Incident report On Monday 17th November 2025, the Cue platform became unavailable to all users. A database had become unresponsive to a number of core services due to severe load issues, rendering the platform inoperable for approximately 2h 50mins between 7:15AM SAST until 10:05 AM SAST. An optimisation introduced last week resulted in our tickets service suddenly receiving a massive increase in the number of calls to an inefficient database query - this was introduced by a new bulk operation added to an upstream service in order to make indexing operations more efficient so that the platform could better handle the recent increase in large broadcasts being sent. Outbound and inbound messaging was partly operational during this time, however flows would not have been able to create/manage tickets and some data may have gone out of sync. The endpoint being used in our tickets service has been replaced with a more efficient and appropriate endpoint so that the optimisations upstream could be put back in place. Data is being reviewed and synchronised to ensure no further disruptions are experienced. We apologise for the disruption caused. If you have any further issues please contact us at support@cuedesk.com. https://status.cuedesk.com/incident/767016 Tue, 18 Nov 2025 09:51:00 -0000 https://status.cuedesk.com/incident/767016#f1e4ba3c7e6ca0e86846c7c734096ad66aca6df4ee8726052a4a5e41caecaaa3 ## Incident report On Monday 17th November 2025, the Cue platform became unavailable to all users. A database had become unresponsive to a number of core services due to severe load issues, rendering the platform inoperable for approximately 2h 50mins between 7:15AM SAST until 10:05 AM SAST. An optimisation introduced last week resulted in our tickets service suddenly receiving a massive increase in the number of calls to an inefficient database query - this was introduced by a new bulk operation added to an upstream service in order to make indexing operations more efficient so that the platform could better handle the recent increase in large broadcasts being sent. Outbound and inbound messaging was partly operational during this time, however flows would not have been able to create/manage tickets and some data may have gone out of sync. The endpoint being used in our tickets service has been replaced with a more efficient and appropriate endpoint so that the optimisations upstream could be put back in place. Data is being reviewed and synchronised to ensure no further disruptions are experienced. We apologise for the disruption caused. If you have any further issues please contact us at support@cuedesk.com. https://status.cuedesk.com/incident/767016 Mon, 17 Nov 2025 07:40:00 -0000 https://status.cuedesk.com/incident/767016#da617195efadeedb2cbd1e5b45b48352f62a1412443bc76887bbc0af3fbb8383 Fix has been implemented and system performance should start to return to normal now. Our sincere apologies for the Monday morning interruption. A full incident report will follow. https://status.cuedesk.com/incident/767016 Mon, 17 Nov 2025 07:40:00 -0000 https://status.cuedesk.com/incident/767016#da617195efadeedb2cbd1e5b45b48352f62a1412443bc76887bbc0af3fbb8383 Fix has been implemented and system performance should start to return to normal now. Our sincere apologies for the Monday morning interruption. A full incident report will follow. https://status.cuedesk.com/incident/767016 Mon, 17 Nov 2025 07:40:00 -0000 https://status.cuedesk.com/incident/767016#da617195efadeedb2cbd1e5b45b48352f62a1412443bc76887bbc0af3fbb8383 Fix has been implemented and system performance should start to return to normal now. Our sincere apologies for the Monday morning interruption. A full incident report will follow. https://status.cuedesk.com/incident/767016 Mon, 17 Nov 2025 07:13:00 -0000 https://status.cuedesk.com/incident/767016#ca4b6ec20ff750f9e855669169ec8d20a677da4777e3253252df0ffc1e682740 We have identified the root cause and are working on a fix. Login is now working but the loading and sending of messages in conversations may still be affected. We'll post another update as soon as we have more information. https://status.cuedesk.com/incident/767016 Mon, 17 Nov 2025 07:13:00 -0000 https://status.cuedesk.com/incident/767016#ca4b6ec20ff750f9e855669169ec8d20a677da4777e3253252df0ffc1e682740 We have identified the root cause and are working on a fix. Login is now working but the loading and sending of messages in conversations may still be affected. We'll post another update as soon as we have more information. https://status.cuedesk.com/incident/767016 Mon, 17 Nov 2025 07:13:00 -0000 https://status.cuedesk.com/incident/767016#ca4b6ec20ff750f9e855669169ec8d20a677da4777e3253252df0ffc1e682740 We have identified the root cause and are working on a fix. Login is now working but the loading and sending of messages in conversations may still be affected. We'll post another update as soon as we have more information. https://status.cuedesk.com/incident/767016 Mon, 17 Nov 2025 05:42:00 -0000 https://status.cuedesk.com/incident/767016#31ea37f8010f8d116bc89ceb80f06c308b070e6c8d5ce3b6402e40205eb94ce2 We’re having some trouble with login. We’re working to fix the problem as quickly as we can. We’ll share another update shortly. https://status.cuedesk.com/incident/763902 Thu, 13 Nov 2025 13:46:00 -0000 https://status.cuedesk.com/incident/763902#aef697497a461dbdce6151466c0592b81660b9d3bcc042c14aee3101f7742bc0 The system should now be responding again normally. https://status.cuedesk.com/incident/763902 Thu, 13 Nov 2025 13:46:00 -0000 https://status.cuedesk.com/incident/763902#aef697497a461dbdce6151466c0592b81660b9d3bcc042c14aee3101f7742bc0 The system should now be responding again normally. https://status.cuedesk.com/incident/763902 Thu, 13 Nov 2025 13:21:00 -0000 https://status.cuedesk.com/incident/763902#3022ea16149239feed8a7366889b0885b6f4cd7a545eaa65b529ad0417274bc4 We're experiencing delays in real-time updates in the inbox. The team is aware and scaling up resources. https://status.cuedesk.com/incident/763902 Thu, 13 Nov 2025 13:21:00 -0000 https://status.cuedesk.com/incident/763902#3022ea16149239feed8a7366889b0885b6f4cd7a545eaa65b529ad0417274bc4 We're experiencing delays in real-time updates in the inbox. The team is aware and scaling up resources. https://status.cuedesk.com/incident/763740 Thu, 13 Nov 2025 10:04:00 -0000 https://status.cuedesk.com/incident/763740#1904738ab7b18f5fd17355a0961977187c1b72feacf31a140f6faed84bb8b5c1 System functionality has been restored. https://status.cuedesk.com/incident/763740 Thu, 13 Nov 2025 10:04:00 -0000 https://status.cuedesk.com/incident/763740#1904738ab7b18f5fd17355a0961977187c1b72feacf31a140f6faed84bb8b5c1 System functionality has been restored. https://status.cuedesk.com/incident/763740 Thu, 13 Nov 2025 09:50:00 -0000 https://status.cuedesk.com/incident/763740#2ede7d26b68150627fb711d4a687671832b7c2f2424cdc8b067911c5627596b3 We're aware and scaling up resources to handle the increased load. https://status.cuedesk.com/incident/763740 Thu, 13 Nov 2025 09:50:00 -0000 https://status.cuedesk.com/incident/763740#2ede7d26b68150627fb711d4a687671832b7c2f2424cdc8b067911c5627596b3 We're aware and scaling up resources to handle the increased load. https://status.cuedesk.com/incident/762779 Wed, 12 Nov 2025 09:03:00 -0000 https://status.cuedesk.com/incident/762779#66667359277bf6e539159e423999e3617fb275ffb4b587538ef859c4945e899f Services should be operating normally again. Apologies for the disruption. We're working to ensure no further disruptions. https://status.cuedesk.com/incident/762779 Wed, 12 Nov 2025 09:03:00 -0000 https://status.cuedesk.com/incident/762779#66667359277bf6e539159e423999e3617fb275ffb4b587538ef859c4945e899f Services should be operating normally again. Apologies for the disruption. We're working to ensure no further disruptions. https://status.cuedesk.com/incident/755222 Fri, 31 Oct 2025 11:13:00 -0000 https://status.cuedesk.com/incident/755222#9373714b82dea31d28be71ccc535623a58c0ebb2bbb85804ff7e19b71eda4a31 Queues have cleared and system functionality should now return to normal. https://status.cuedesk.com/incident/755222 Fri, 31 Oct 2025 11:13:00 -0000 https://status.cuedesk.com/incident/755222#9373714b82dea31d28be71ccc535623a58c0ebb2bbb85804ff7e19b71eda4a31 Queues have cleared and system functionality should now return to normal. https://status.cuedesk.com/incident/755222 Fri, 31 Oct 2025 10:41:00 -0000 https://status.cuedesk.com/incident/755222#64eac5b6b91ce0f034ecc7c360dd2542f778234bc7e7e45eb108be4df1910bba We are currently processing a large queue of messages and we've received reports from customers that they are seeing errors when using the app. Our team is aware and have scaled up additional resources to process the queue. Things should return to normal in a few minutes as the queue has almost cleared. Apologies for the inconvenience. https://status.cuedesk.com/incident/755222 Fri, 31 Oct 2025 10:41:00 -0000 https://status.cuedesk.com/incident/755222#64eac5b6b91ce0f034ecc7c360dd2542f778234bc7e7e45eb108be4df1910bba We are currently processing a large queue of messages and we've received reports from customers that they are seeing errors when using the app. Our team is aware and have scaled up additional resources to process the queue. Things should return to normal in a few minutes as the queue has almost cleared. Apologies for the inconvenience. https://status.cuedesk.com/incident/752869 Tue, 28 Oct 2025 09:10:00 -0000 https://status.cuedesk.com/incident/752869#8cb43c7b455efea42cff14f0da3d37a7ca8d03016525c373ce5413199b4700a2 Access was restored once our systems scaled up automatically. Issue was due to excessive CPU utilisation. Our team is investigating the root cause. https://status.cuedesk.com/incident/752869 Tue, 28 Oct 2025 09:10:00 -0000 https://status.cuedesk.com/incident/752869#8cb43c7b455efea42cff14f0da3d37a7ca8d03016525c373ce5413199b4700a2 Access was restored once our systems scaled up automatically. Issue was due to excessive CPU utilisation. Our team is investigating the root cause. https://status.cuedesk.com/incident/752869 Tue, 28 Oct 2025 08:57:00 -0000 https://status.cuedesk.com/incident/752869#a6b02bbce327d065b0d4a72ff35686b4dc5940d7bebbc331197d4ab93b7d0939 Some customers reported being unable to log in and access the platform. https://status.cuedesk.com/incident/752869 Tue, 28 Oct 2025 08:57:00 -0000 https://status.cuedesk.com/incident/752869#a6b02bbce327d065b0d4a72ff35686b4dc5940d7bebbc331197d4ab93b7d0939 Some customers reported being unable to log in and access the platform. https://status.cuedesk.com/incident/744094 Wed, 15 Oct 2025 14:14:00 -0000 https://status.cuedesk.com/incident/744094#1bef14531293e3cd7d0cc72206bbed95d3c0d9522e3becc7cbe1b719bcd8adfc Services are now functioning normally again. https://status.cuedesk.com/incident/744094 Wed, 15 Oct 2025 14:14:00 -0000 https://status.cuedesk.com/incident/744094#1bef14531293e3cd7d0cc72206bbed95d3c0d9522e3becc7cbe1b719bcd8adfc Services are now functioning normally again. https://status.cuedesk.com/incident/744094 Wed, 15 Oct 2025 13:31:00 -0000 https://status.cuedesk.com/incident/744094#a023623e0bb7b72232cbfd31ef8ed88d47eeb46691befdf1cfa990c08b8f1448 Some parts of the application may be slower than usual due to a large load being placed on the system. We have scaled up resources to process the queues and service should start to return to normal soon. https://status.cuedesk.com/incident/744094 Wed, 15 Oct 2025 13:31:00 -0000 https://status.cuedesk.com/incident/744094#a023623e0bb7b72232cbfd31ef8ed88d47eeb46691befdf1cfa990c08b8f1448 Some parts of the application may be slower than usual due to a large load being placed on the system. We have scaled up resources to process the queues and service should start to return to normal soon. https://status.cuedesk.com/incident/718172 Thu, 04 Sep 2025 07:13:00 -0000 https://status.cuedesk.com/incident/718172#d42bf93d9451cd32bb068d50b8806674d7eec94ef345581e1403694cbe485bbd Real-time updates are now working again. Apologies for any inconvenience caused. https://status.cuedesk.com/incident/718172 Thu, 04 Sep 2025 07:08:00 -0000 https://status.cuedesk.com/incident/718172#f780e91e3e9a3b625659ad7b413649fc9c64533c315dfa54089fb6a5d195fc11 We've received reports that workspace inboxes are not updating in real-time when sending or receiving messages from the Inbox or new tickets coming into the inbox. We've increased system resources and this should resolve the issue shortly. In the meantime, refreshing your browser tab should show the latest information. https://status.cuedesk.com/incident/712536 Wed, 27 Aug 2025 07:20:00 -0000 https://status.cuedesk.com/incident/712536#de459f24b8973e0c0e2a863f5158ca1948948d4323ed06548a8eda37632267b6 Re-indexing for workspaces is now complete and things should be working normally. Thanks again for your patience. https://status.cuedesk.com/incident/712536 Tue, 26 Aug 2025 18:11:00 -0000 https://status.cuedesk.com/incident/712536#e75e7da0b42cc7dacff6feb3d6f66130e6cbf31141a83a6629461c43de8d0395 Most workspaces should now be re-indexed and working normally. Some occasional issues with older conversations may occur into the evening as the remaining re-indexing is being done. https://status.cuedesk.com/incident/712536 Tue, 26 Aug 2025 12:39:00 -0000 https://status.cuedesk.com/incident/712536#b3b7e717dc6181c045c1cb3f694beff127c58d63216e54d31ebc7d7428d42995 Re-indexing is still in progress for some workspaces. Thank you for your patience. We sincerely apologise for any inconvenience caused. https://status.cuedesk.com/incident/712536 Tue, 26 Aug 2025 11:34:00 -0000 https://status.cuedesk.com/incident/712536#b2ea82776da5c44816e3bfbb2f75704faa517ceeedfb809937faaa2a728e5fc9 Fix has been deployed and we are currently re-indexing workspaces. https://status.cuedesk.com/incident/712536 Tue, 26 Aug 2025 09:56:00 -0000 https://status.cuedesk.com/incident/712536#d6441135ae23b277dc15254a1a10b11212b63b41e1db7783825df40ce4e5c366 We've identified another problem that has interrupted the re-indexing process. We are working to get a fix on this out in the next 30 minutes, after which we can resume re-indexing. https://status.cuedesk.com/incident/712536 Tue, 26 Aug 2025 08:31:00 -0000 https://status.cuedesk.com/incident/712536#b97361f772a19d8afb022fcd4fa66328b5d06066b4eb35c90d525d876767b9c3 Affected workspaces are now being re-indexed and should start functioning normally after this. https://status.cuedesk.com/incident/712536 Tue, 26 Aug 2025 08:04:00 -0000 https://status.cuedesk.com/incident/712536#b661547f94566627e6d7a92dc4b81020e7f0b3dc0d4bd330743e9e7530df3c46 Fix is being deployed. Affected workspaces should start recovering in approximately 20 minutes. https://status.cuedesk.com/incident/712536 Tue, 26 Aug 2025 07:11:00 -0000 https://status.cuedesk.com/incident/712536#72507ccb5ab393e9ffe8f3fa4d12882ab3ca7582bac5c1f86ca6288bfb53d51a Root cause has been identified. 31 workspaces have been affected. A fix is being prepared. More updates with ETA to follow shortly. https://status.cuedesk.com/incident/712536 Tue, 26 Aug 2025 06:46:00 -0000 https://status.cuedesk.com/incident/712536#f5233afa0ea941dbb7d853db5b3ca574fc3c32381131bdd476e3d3ca34fd66c6 We're still investigating but have a better idea of the possible root cause. We will continue sharing updates. https://status.cuedesk.com/incident/712536 Tue, 26 Aug 2025 06:04:00 -0000 https://status.cuedesk.com/incident/712536#2c422db2bb60dc427dc14ca2e55c424c3f7ca2fe1f532192ea873863032db28d We've received reports that some customers are experiencing intermittent issues with: - users being shown shown "you can't view this session" for conversations in their conversation listings - users getting an "unexpected response" error when trying to assign users - some messages were not sending and disappearing when refreshing in the inbox We are investigating and will post updates. https://status.cuedesk.com/incident/706632 Fri, 15 Aug 2025 14:54:00 -0000 https://status.cuedesk.com/incident/706632#ee91a352589df3bcb6deb70349da4bbd57c6e09a1f784f95c967490dae78c8dc Chatbots are now responding normally again. We will continue to monitor this. https://status.cuedesk.com/incident/706632 Fri, 15 Aug 2025 14:32:00 -0000 https://status.cuedesk.com/incident/706632#5ce6d1f20ec059fff04da4e857282d2c942075b3d1003f6f947a9a9048d89c8d We've received reports that some chatbot flows are taking longer than usual to respond. We are investigating. https://status.cuedesk.com/incident/667833 Fri, 01 Aug 2025 12:39:00 -0000 https://status.cuedesk.com/incident/667833#041a004d11bf45a1297785870e8a30e854997d6ac428000c14ae635b49f7ecdc Update: Further investigation revealed that a customer, using our single send API, sent a large amount of messages to the same number. The service responsible for sending these messages to the outbound queue did not apply a suitable grouping to these messages, circumventing an architectural protection mechanism. The messages were therefore made available for processing across all meta-adapter service instances. This in turn triggered our rate limiting protection which stops messages to the same user being sent too quickly - to ensure message order as per our upstream provider’s requirements. This rate limiter mechanism relies on a cache mechanism that is not event loop safe, thus resulting in all instances of our meta-adapter effectively coming to a stand still. Restarting the pods flushed the state and all the messages had been retried enough times to have been placed into our DLQ. Thus, services could resume as per normal. Mitigations to be added: - Improve message grouping key. (Done 31/7/2025) - Clean up the double retry mechanism in meta-adapter to reduce total delays/retries. (currently in code review) - Use new event loop safe and asynchronous Redis cache. (currently in code review) https://status.cuedesk.com/incident/667833 Thu, 31 Jul 2025 08:21:00 -0000 https://status.cuedesk.com/incident/667833#e9fd9e2ad24d0901f9e16a521154a575deb84059665c08b87d81b4af7eb4f51d Initial investigations suggest a circuit breaker may have been tripped in our message queue management process, usually triggered by a surge in traffic. A restart of the services has restored this and messages are flowing normally. We are investigating and will post further updates. https://status.cuedesk.com/incident/667833 Thu, 31 Jul 2025 08:05:00 -0000 https://status.cuedesk.com/incident/667833#bbcfd5f8da6ba3fcf8682ca9d13d6baed6b190c78574cb10dedddc8a2f4db2c0 We have received reports of outbound messages not being sent. The incident lasted for about 16 minutes. We are investigating and will post further updates. https://status.cuedesk.com/incident/653052 Wed, 30 Jul 2025 06:12:00 -0000 https://status.cuedesk.com/incident/653052#ce772ba522d8a251d0769ed38460489efaee424f8691e6008806ad97a4744c8f Service is now working normally again after the deployment was rolled back. The issue affected some agents viewing tickets. Customers using the new Conversations view were not affected. https://status.cuedesk.com/incident/653052 Wed, 30 Jul 2025 06:10:00 -0000 https://status.cuedesk.com/incident/653052#460850a8256ce1b0e54caed6f8975f846e35a2b79b9b82e4edcf79f5aa16cb4b We've identified the issue as a problem with a code deployment last night and are rolling back. https://status.cuedesk.com/incident/653052 Wed, 30 Jul 2025 05:15:00 -0000 https://status.cuedesk.com/incident/653052#a1cd997f4a9ce32560e038d7e59e897456d705fbbca83dc9e52deb6b1588e413 We've received reports that some agents are seeing an error saying they don't have permission to view conversations that they should have permission to view. We are investigating and will post further updates accordingly. https://status.cuedesk.com/incident/642241 Tue, 29 Jul 2025 09:28:00 -0000 https://status.cuedesk.com/incident/642241#ed8e8e6131860bc0c431290574e6527d178e200955b03f51582c210391cbd919 Outbound messages for WhatsApp and Messenger began working again normally at 10:28 GMT. Messages that failed to deliver during this incident will likely not be delivered and may need to be resent. We have requested a root cause analysis on the issue and will be assessing how to improve upstream reliability going forward. If you require any further assistance please contact support@cuedesk.com. https://status.cuedesk.com/incident/642241 Tue, 29 Jul 2025 09:28:00 -0000 https://status.cuedesk.com/incident/642241#ed8e8e6131860bc0c431290574e6527d178e200955b03f51582c210391cbd919 Outbound messages for WhatsApp and Messenger began working again normally at 10:28 GMT. Messages that failed to deliver during this incident will likely not be delivered and may need to be resent. We have requested a root cause analysis on the issue and will be assessing how to improve upstream reliability going forward. If you require any further assistance please contact support@cuedesk.com. https://status.cuedesk.com/incident/642241 Tue, 29 Jul 2025 09:19:00 -0000 https://status.cuedesk.com/incident/642241#36a5f0f931f0ec599e33020c995804060760ea39531b20f04ae68b0a82668578 Messages appear to now be sending again but may be a bit delayed. https://status.cuedesk.com/incident/642241 Tue, 29 Jul 2025 09:19:00 -0000 https://status.cuedesk.com/incident/642241#36a5f0f931f0ec599e33020c995804060760ea39531b20f04ae68b0a82668578 Messages appear to now be sending again but may be a bit delayed. https://status.cuedesk.com/incident/642241 Tue, 29 Jul 2025 08:58:00 -0000 https://status.cuedesk.com/incident/642241#1e6fc7c046adf3bec3571670265eddd20e41d2b135acbeaa50929881e43c21c2 The issue has been confirmed as an upstream connectivity issue and is being investigated as a matter of urgency. https://status.cuedesk.com/incident/642241 Tue, 29 Jul 2025 08:58:00 -0000 https://status.cuedesk.com/incident/642241#1e6fc7c046adf3bec3571670265eddd20e41d2b135acbeaa50929881e43c21c2 The issue has been confirmed as an upstream connectivity issue and is being investigated as a matter of urgency. https://status.cuedesk.com/incident/642241 Tue, 29 Jul 2025 08:35:00 -0000 https://status.cuedesk.com/incident/642241#20d8100cc06842d72f3e59a10f14ddf85a206d5beb36057843b710bd89cbe82e It appears to be an upstream issue with a connectivity partner. We have escalated to them and are investigating. https://status.cuedesk.com/incident/642241 Tue, 29 Jul 2025 08:35:00 -0000 https://status.cuedesk.com/incident/642241#20d8100cc06842d72f3e59a10f14ddf85a206d5beb36057843b710bd89cbe82e It appears to be an upstream issue with a connectivity partner. We have escalated to them and are investigating. https://status.cuedesk.com/incident/625635 Fri, 25 Jul 2025 10:58:00 -0000 https://status.cuedesk.com/incident/625635#5086f891151ec816e698ef74a076ef70beb98294d5cdf2f226e8ee536c4b0f9e Real-time updates should now be happening normally again. Thanks for your patience. https://status.cuedesk.com/incident/625635 Fri, 25 Jul 2025 10:46:00 -0000 https://status.cuedesk.com/incident/625635#d0b38ebd9716d84d559785a41c9cfe704b0e50da54d8b5b42f5c7768aab9433c We can see that system real-time events are recovering and normal operation should resume soon. https://status.cuedesk.com/incident/625635 Fri, 25 Jul 2025 10:23:00 -0000 https://status.cuedesk.com/incident/625635#27f29d70c70a51defe4a7138167b04eebd2157f178fc1b25041918078c5561ca We're currently investigating delays in real-time updates in the Inbox. For example, when sending a message it may remain in the "Sending" state for a long time. The message is being delivered, however the status is not updating in the app automatically. Refreshing the browser tab will restore the latest state. We will update as the situation develops. https://status.cuedesk.com/incident/619246 Mon, 14 Jul 2025 11:10:00 -0000 https://status.cuedesk.com/incident/619246#bc2e2933e27d2543980bf95ec2128dd3dcb4ecdb9c91309d2cf0916f20e764ee Messages are now processing again normally. We are investigating the status of affected messages. https://status.cuedesk.com/incident/619246 Mon, 14 Jul 2025 11:10:00 -0000 https://status.cuedesk.com/incident/619246#bc2e2933e27d2543980bf95ec2128dd3dcb4ecdb9c91309d2cf0916f20e764ee Messages are now processing again normally. We are investigating the status of affected messages. https://status.cuedesk.com/incident/619246 Mon, 14 Jul 2025 11:10:00 -0000 https://status.cuedesk.com/incident/619246#bc2e2933e27d2543980bf95ec2128dd3dcb4ecdb9c91309d2cf0916f20e764ee Messages are now processing again normally. We are investigating the status of affected messages. https://status.cuedesk.com/incident/619246 Mon, 14 Jul 2025 11:10:00 -0000 https://status.cuedesk.com/incident/619246#bc2e2933e27d2543980bf95ec2128dd3dcb4ecdb9c91309d2cf0916f20e764ee Messages are now processing again normally. We are investigating the status of affected messages. https://status.cuedesk.com/incident/619246 Mon, 14 Jul 2025 11:10:00 -0000 https://status.cuedesk.com/incident/619246#bc2e2933e27d2543980bf95ec2128dd3dcb4ecdb9c91309d2cf0916f20e764ee Messages are now processing again normally. We are investigating the status of affected messages. https://status.cuedesk.com/incident/619246 Mon, 14 Jul 2025 11:10:00 -0000 https://status.cuedesk.com/incident/619246#bc2e2933e27d2543980bf95ec2128dd3dcb4ecdb9c91309d2cf0916f20e764ee Messages are now processing again normally. We are investigating the status of affected messages. https://status.cuedesk.com/incident/619246 Mon, 14 Jul 2025 11:10:00 -0000 https://status.cuedesk.com/incident/619246#bc2e2933e27d2543980bf95ec2128dd3dcb4ecdb9c91309d2cf0916f20e764ee Messages are now processing again normally. We are investigating the status of affected messages. https://status.cuedesk.com/incident/619246 Mon, 14 Jul 2025 10:38:00 -0000 https://status.cuedesk.com/incident/619246#cbb74538f03159e33242aac45cc87bc26495efe7c0164a82ee15f96df7f8ffb7 We are currently experiencing an issue processing message queues in our system and this is causing messages to be delayed or fail. We are investigating and will update with more information as soon as possible. https://status.cuedesk.com/incident/619246 Mon, 14 Jul 2025 10:38:00 -0000 https://status.cuedesk.com/incident/619246#cbb74538f03159e33242aac45cc87bc26495efe7c0164a82ee15f96df7f8ffb7 We are currently experiencing an issue processing message queues in our system and this is causing messages to be delayed or fail. We are investigating and will update with more information as soon as possible. https://status.cuedesk.com/incident/619246 Mon, 14 Jul 2025 10:38:00 -0000 https://status.cuedesk.com/incident/619246#cbb74538f03159e33242aac45cc87bc26495efe7c0164a82ee15f96df7f8ffb7 We are currently experiencing an issue processing message queues in our system and this is causing messages to be delayed or fail. We are investigating and will update with more information as soon as possible. https://status.cuedesk.com/incident/619246 Mon, 14 Jul 2025 10:38:00 -0000 https://status.cuedesk.com/incident/619246#cbb74538f03159e33242aac45cc87bc26495efe7c0164a82ee15f96df7f8ffb7 We are currently experiencing an issue processing message queues in our system and this is causing messages to be delayed or fail. We are investigating and will update with more information as soon as possible. https://status.cuedesk.com/incident/619246 Mon, 14 Jul 2025 10:38:00 -0000 https://status.cuedesk.com/incident/619246#cbb74538f03159e33242aac45cc87bc26495efe7c0164a82ee15f96df7f8ffb7 We are currently experiencing an issue processing message queues in our system and this is causing messages to be delayed or fail. We are investigating and will update with more information as soon as possible. https://status.cuedesk.com/incident/619246 Mon, 14 Jul 2025 10:38:00 -0000 https://status.cuedesk.com/incident/619246#cbb74538f03159e33242aac45cc87bc26495efe7c0164a82ee15f96df7f8ffb7 We are currently experiencing an issue processing message queues in our system and this is causing messages to be delayed or fail. We are investigating and will update with more information as soon as possible. https://status.cuedesk.com/incident/619246 Mon, 14 Jul 2025 10:38:00 -0000 https://status.cuedesk.com/incident/619246#cbb74538f03159e33242aac45cc87bc26495efe7c0164a82ee15f96df7f8ffb7 We are currently experiencing an issue processing message queues in our system and this is causing messages to be delayed or fail. We are investigating and will update with more information as soon as possible. https://status.cuedesk.com/incident/600083 Tue, 10 Jun 2025 14:43:00 -0000 https://status.cuedesk.com/incident/600083#b341167aa8ea3ce5fb9e854674788e252931d812d08b61ae38178e1cd8bf4ef8 This incident has now been resolved. https://status.cuedesk.com/incident/600083 Tue, 10 Jun 2025 11:52:00 -0000 https://status.cuedesk.com/incident/600083#086803f5a4297158e4f7c485a04bcaeaa5e1a546eb21330b4757fa6b182be8e5 Open AI is currently experiencing elevated error rates and latency with their APIs which may affect the performance of our AI Agents. See here for more info: https://status.openai.com/ https://status.cuedesk.com/incident/599594 Mon, 09 Jun 2025 17:00:20 -0000 https://status.cuedesk.com/incident/599594#3b1dd2f9c56b650231d25f8ce87a02760ebd122bb36ce79ac05e5b1b1b644b52 Maintenance completed https://status.cuedesk.com/incident/599594 Mon, 09 Jun 2025 17:00:20 -0000 https://status.cuedesk.com/incident/599594#3b1dd2f9c56b650231d25f8ce87a02760ebd122bb36ce79ac05e5b1b1b644b52 Maintenance completed https://status.cuedesk.com/incident/599594 Mon, 09 Jun 2025 16:00:20 -0000 https://status.cuedesk.com/incident/599594#56a13c557ee1690de83dc15c20945f3447e8e470f5bad1456b0816355264bb4b We are currently deploying enhancements to the Conversations service. Some features may work intermittently. If you experience any problems please contact support@cuedesk.com. https://status.cuedesk.com/incident/599594 Mon, 09 Jun 2025 16:00:20 -0000 https://status.cuedesk.com/incident/599594#56a13c557ee1690de83dc15c20945f3447e8e470f5bad1456b0816355264bb4b We are currently deploying enhancements to the Conversations service. Some features may work intermittently. If you experience any problems please contact support@cuedesk.com. https://status.cuedesk.com/incident/545460 Tue, 15 Apr 2025 06:49:00 -0000 https://status.cuedesk.com/incident/545460#4aa3f200e8974fa41ac75d9868c36cc9575e5a64f0f80ec42606c2a00b6003a4 Real-time updates are now working. https://status.cuedesk.com/incident/545460 Tue, 15 Apr 2025 06:00:00 -0000 https://status.cuedesk.com/incident/545460#6c5e222c48f64914bf65b2dcd2100eea58af82f6749bda59ff97ef5c34d976f5 We are aware of an issue where new events are not updating the Inbox UI in real-time (new conversations etc). Instead, users need to refresh their browser tab to see the latest information. We're investigating the issue and will update as soon as possible. https://status.cuedesk.com/incident/544861 Mon, 14 Apr 2025 08:01:00 -0000 https://status.cuedesk.com/incident/544861#09f3f0fbaf489f5891df31c67323897074d0b1c2424965670650f9329c61b43d We have identified the issue and it has been resolved. https://status.cuedesk.com/incident/544861 Mon, 14 Apr 2025 07:51:00 -0000 https://status.cuedesk.com/incident/544861#f5a2192e1bf3d3f51bbda8086d5221a74b9fc09f9a6802af4bbcadd32defeff8 We are aware that the Inbox is not loading and looking into it. https://status.cuedesk.com/incident/519282 Wed, 26 Feb 2025 11:43:00 -0000 https://status.cuedesk.com/incident/519282#4d0a6249edd2759f9acec07e6de7b0332e5828d3f701aa636dd7135a7900a81b Open AI has resolved this incident and AI Agents should be functioning normally again. https://status.cuedesk.com/incident/519282 Wed, 26 Feb 2025 10:12:00 -0000 https://status.cuedesk.com/incident/519282#d379d0244285e1e2e29b65ae91ce7bdb31607263c3d7f5d88830d3f005d871a9 Open AI has reported that their API is experiencing elevated error rates which may prevent our AI Agents from responding to customers. Initial investigations show relatively minor impact to AI Agent conversations. See Open AI status page for more info: https://status.openai.com/incidents/kmjrml2p52sl https://status.cuedesk.com/incident/500619 Thu, 23 Jan 2025 12:23:00 -0000 https://status.cuedesk.com/incident/500619#3d327736893c67a306566c46d012382cd3b3afee55388fbff8fe8d76a7d9d461 Open AI reported that this issue was resolved between 11:33 AM and 12:23 AM UTC. More info here: https://status.openai.com/incidents/ts3m47vzcbc9 https://status.cuedesk.com/incident/500619 Thu, 23 Jan 2025 12:11:00 -0000 https://status.cuedesk.com/incident/500619#cb1a66e2caa679760eddd73d2da1b342dae7b52bf3543c98091492fde673fbe5 Open AI has reported that their API is experiencing elevated error rates which may prevent our AI Agents from responding to customers. We've reviewed recent AI Agent conversations and have not yet seen any cases where conversations have been affected. See Open AI status page for more info: https://status.openai.com/incidents/ts3m47vzcbc9 https://status.cuedesk.com/incident/499288 Tue, 21 Jan 2025 20:52:00 -0000 https://status.cuedesk.com/incident/499288#971ef3cf52cacfb0af79422a1a91ba2cd49d918bbdcb6c52a0183b5f9fc6368a AI Agents appear to be functioning normally again. https://status.cuedesk.com/incident/499288 Tue, 21 Jan 2025 20:13:00 -0000 https://status.cuedesk.com/incident/499288#6d377d79ea01379dd7c451ea2df8cef23ee9001e54b93cc63072b5ee6c1ade55 Open AI has implemented a fix and are monitoring results. They will post another update once they have confirmed the issue is resolved. https://status.cuedesk.com/incident/499288 Tue, 21 Jan 2025 19:19:00 -0000 https://status.cuedesk.com/incident/499288#56725b724501303b8eb59df6ee65e28952347ef0221d6df08049c72882a25964 Open AI has just confirmed they are continuing to work on a fix for this issue. https://status.cuedesk.com/incident/499392 Tue, 21 Jan 2025 17:00:00 -0000 https://status.cuedesk.com/incident/499392#08958a90c034c56cbec82b72f0bd63cbb19ad196cbfa838d097f66c146aedbf7 Whatsapp is operating normally again. https://status.cuedesk.com/incident/499392 Tue, 21 Jan 2025 12:49:00 -0000 https://status.cuedesk.com/incident/499392#5953c16f7d6714adfd946376e2c769e384a1d1b86917c6e654e293fa6a1762b1 Our upstream provider is currently performing maintenance upgrades of their infrastructure. During this time customers may see increased delivery latency, up to 5 minutes, for messages sent via WhatsApp if sent for On-Premises numbers. We've been advised these delays may be occur up until 21-Jan-2025 17:00 UTC. https://status.cuedesk.com/incident/499288 Tue, 21 Jan 2025 09:10:00 -0000 https://status.cuedesk.com/incident/499288#cae2176ba9e500f0494a3cfd117a40f91f65704cf053cc2024b809ad294d916f Open AI is currently experiencing degraded performance with their Embeddings API which may affect the ability of our AI Agents to respond to customer queries. See Open AI status page for more info: https://status.openai.com/incidents/twyj134w018b https://status.cuedesk.com/incident/495847 Fri, 17 Jan 2025 18:39:14 -0000 https://status.cuedesk.com/incident/495847#1e923df26807f90851388bcadd050b2a171e9074cac09bcfb67d7697b3de6196 Facebook Messenger is operating normally again. https://status.cuedesk.com/incident/495847 Tue, 14 Jan 2025 20:16:00 -0000 https://status.cuedesk.com/incident/495847#20505bdb66d92a02a7f629ac434d4541841abf4e806d20d748311a658c6dd03c Meta is currently experiencing some disruptions impacting sending messages on their Messenger Platform. This issue started at 2:07 PM GMT on January 14th. Their engineering teams are investigating the issue. See Meta's status page for more info and updates: https://metastatus.com/messenger https://status.cuedesk.com/incident/495847 Tue, 14 Jan 2025 20:15:54 -0000 https://status.cuedesk.com/incident/495847#c47ba58515d3da61a24985e1d60149f762190825e0904a05d7c95e6b27a069ed Facebook Messenger may be experiencing issues upstream from our services. We're investigating. https://status.cuedesk.com/incident/467272 Mon, 25 Nov 2024 08:44:00 -0000 https://status.cuedesk.com/incident/467272#8366b72dc172ef4e82c4703cbab492f51afd2d53b5a4b876922c5e38b2a68396 This has now been resolved. https://status.cuedesk.com/incident/467250 Mon, 25 Nov 2024 08:44:00 -0000 https://status.cuedesk.com/incident/467250#1c64f8ab3c1330432f3bc56826b72843f3788d5725b15082929951431bec4af4 This has now been resolved. https://status.cuedesk.com/incident/467272 Mon, 25 Nov 2024 07:30:00 -0000 https://status.cuedesk.com/incident/467272#adc550fee1e6c14ee5675f5f558af280dd2192628c85eca079d07015b8b75e66 We've received reports from customers that requests to our Messaging APIs are receiving intermittent 500 and 502 responses. We're investigating and will share an update soon. https://status.cuedesk.com/incident/467255 Mon, 25 Nov 2024 07:22:00 -0000 https://status.cuedesk.com/incident/467255#9ee3f001b4d218e1bdfb9cce358babe3f6bb2063f1345b7726adcd66a7b430bc Web chat should be running normally now. Thanks for bearing with us. https://status.cuedesk.com/incident/467250 Mon, 25 Nov 2024 07:07:00 -0000 https://status.cuedesk.com/incident/467250#1014f3abdf56c1779cf16f1d93a29e32392fc397e629755b3d5121eac850cba6 Service has been restored some tickets are taking longer than usual to load. Initial investigation suggests our database was overwhelmed possibly due to month end traffic. Increasing database capacity has restored services. We are investigating further. https://status.cuedesk.com/incident/467255 Mon, 25 Nov 2024 07:00:00 -0000 https://status.cuedesk.com/incident/467255#a1226e641704ba1f47a3760b7a77cc8fc9503c68393714f3ab66f039183dbcb2 Web chat channels are responding slowly for most users. We’re working to fix the problem as quickly as we can. We’ll share another update shortly. https://status.cuedesk.com/incident/467250 Mon, 25 Nov 2024 07:00:00 -0000 https://status.cuedesk.com/incident/467250#e63c26ce119cb9cc11962f1a2400e09e59d3648d8134aa6d22fb6cbe31be01a1 We've received reports that when trying to access app.cuedesk.com users are receiving an error screen. https://status.cuedesk.com/incident/465392 Wed, 06 Nov 2024 07:21:00 -0000 https://status.cuedesk.com/incident/465392#190839be4ecca93fb5b9f20be869ad627711f9735c3d0517c4dabc1c3c53c7d2 We have introduced further service optimisations and normal performance has now resumed during peak traffic times. https://status.cuedesk.com/incident/465392 Wed, 06 Nov 2024 07:21:00 -0000 https://status.cuedesk.com/incident/465392#190839be4ecca93fb5b9f20be869ad627711f9735c3d0517c4dabc1c3c53c7d2 We have introduced further service optimisations and normal performance has now resumed during peak traffic times. https://status.cuedesk.com/incident/465392 Mon, 04 Nov 2024 18:00:00 -0000 https://status.cuedesk.com/incident/465392#65e6707d2260916b44dd2006b4bbe846f89a370bbf3dce782276ff43fec569a5 We have introduced bulk API endpoints on contacts-service, channels-service and users-service for ticket-service to use, reducing inter-service connections and lowering load. https://status.cuedesk.com/incident/465392 Mon, 04 Nov 2024 18:00:00 -0000 https://status.cuedesk.com/incident/465392#65e6707d2260916b44dd2006b4bbe846f89a370bbf3dce782276ff43fec569a5 We have introduced bulk API endpoints on contacts-service, channels-service and users-service for ticket-service to use, reducing inter-service connections and lowering load. https://status.cuedesk.com/incident/465392 Mon, 04 Nov 2024 10:45:00 -0000 https://status.cuedesk.com/incident/465392#2364b80d9a6a869ddce6f2f6f6410b04b372541ff75da77758f2fec58066ad07 We have increased the number of pods and database connection pool sizes to try distribute the load further and are monitoring the situation. https://status.cuedesk.com/incident/465392 Mon, 04 Nov 2024 10:45:00 -0000 https://status.cuedesk.com/incident/465392#2364b80d9a6a869ddce6f2f6f6410b04b372541ff75da77758f2fec58066ad07 We have increased the number of pods and database connection pool sizes to try distribute the load further and are monitoring the situation. https://status.cuedesk.com/incident/465392 Mon, 04 Nov 2024 09:20:00 -0000 https://status.cuedesk.com/incident/465392#0ddba0872f596700e8c37b3ca551921ae83938047d855cb44f1068224c2cec18 A large customer was migrated to the Cue platform, introducing a large new load dynamic that pressured the internals of the Cue platform to the point of resource exhaustion and lockups, causing continuous service reboots as they were not responding to health checks. https://status.cuedesk.com/incident/465392 Mon, 04 Nov 2024 09:20:00 -0000 https://status.cuedesk.com/incident/465392#0ddba0872f596700e8c37b3ca551921ae83938047d855cb44f1068224c2cec18 A large customer was migrated to the Cue platform, introducing a large new load dynamic that pressured the internals of the Cue platform to the point of resource exhaustion and lockups, causing continuous service reboots as they were not responding to health checks.