Customer support ticketing system not receiving new tickets and ticket replies

Updates timeline

1. Investigating Aug 31, 08:10 AM UTC

   We're aware that some users may experience issues when opening new customer support tickets or replying to old ones. We're investigating and will update shortly.

2. Investigating Aug 31, 08:46 AM UTC

   We're still investigating. This is an issue with our ticketing provider, and we're working with them to restore the service.

3. Identified Aug 31, 09:34 AM UTC

   Our ticketing provider has identified the cause of the issue and is working to restore service. At this stage, the resolution is dependent on their work, and we do not yet have a timeline from them. In the meantime, our team is handling as many tickets as possible manually. Response times may be slightly longer than usual, and we appreciate your patience. We will respond to everyone as soon as we can.

4. Identified Aug 31, 11:20 AM UTC

   Our ticketing system is back online. Although, it is not yet at full capacity. We're still waiting for our ticketing provider to get us fully back up. We can now receive tickets again and have started getting back to customers.

5. Resolved Aug 31, 12:35 PM UTC

   We’ll mark this incident as resolved. Our ticketing system is operational again, though the outage materially affected its setup. We’re working with the team to restore full functionality, but capacity is sufficient to consider the incident resolved.