The incident is resolved as of 5PM UTC yesterday (March 12th) and we have been running systems sync, so we can ensure that all messages and tickets created during the downtime are fetched and properly displayed.
Posted Mar 13, 2025 - 08:23 UTC
Monitoring
Our team has deployed a fix and is now monitoring all systems.
Posted Mar 12, 2025 - 16:07 UTC
Identified
We have identified the root-cause of the problem and are working toward releasing a fix.
Posted Mar 12, 2025 - 14:19 UTC
Investigating
Dear Customers,
We detected a sync issue with our service desk system, where enquiries from our platform wouldn't be synced and we wouldn't have visibility over any new service desk tickets submitted to Reward Gateway. Additionally, responses from our Client Support on customer tickets wouldn't be synced back at the moment.
This outage doesn't affect chats and calls to our Client Support - our teams are still reachable this way.
Our engineering team is already working on the problem.
Posted Mar 12, 2025 - 14:09 UTC
This incident affected: Employee Support Team and Client Support Team.