Previous incidents

Real-time updates are now working again. Apologies for any inconvenience caused.

Re-indexing for workspaces is now complete and things should be working normally. Thanks again for your patience.

Chatbots are now responding normally again. We will continue to monitor this.

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 s...

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.

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.

Real-time updates should now be happening normally again. Thanks for your patience.

Messages are now processing again normally. We are investigating the status of affected messages.