Service Incident - September 6, 2022 - Support | All Pods - Emails not creating tickets

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  • Jeremy R.


    September 13 21:15 UTC | 14:15 PT
    Thank you for your patience as we took a closer look into reports of missing emails persisting after the incident on September 6, 2022. Our engineers found an outstanding issue which caused a subset of additional emails to fail to create tickets. We have put a fix in place to correct this behavior going forward, and emails missed due to this issue will create tickets as a result of the fix. Today our email engineers also attempted to re-process the subset of unprocessed emails that failed to create or update tickets between September 6 16:47 UTC to September 13 16:12 UTC which is why you may be seeing these email tickets and updates only being created now.

    We apologize for the interruption and confusion this may be causing you and your team. Please let us know if you have any questions or concerns.

  • Billy Macken

    Postmortem published September 14, 2022.


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