Dixa Outage History

Dixa experienced data ingestion delays that caused outdated information to display in the Conversation view and Real-Time Dashboard, with users potentially seeing conversations that had already been offered or other stale data. While conversation offers remained fully operational throughout the incident, the Search component was affected by the delayed data updates. The issue was resolved after 12 minutes when data ingestion caught up and all dashboards returned to showing live data.

Dixa experienced a partial outage where the Agent Interface failed to load for users, lasting 56 minutes. The issue was caused by a configuration problem with a new entry point for agent connections that had been introduced earlier that day. The problem was resolved by deploying a fix, allowing agents to successfully reconnect to the interface.

Dixa's AiCoPilot "Smart Replies" feature experienced degraded performance for 4.8 hours on March 18, 2026. The engineering team investigated the root cause throughout the incident duration. All issues were resolved by 8:52 PM UTC, with a post-mortem to follow within 5 business days.

Dixa experienced a major incident with degraded performance affecting the Agent Interface for 3.3 hours, with users reporting platform instability and slowness. The service disruption caused some conversations to be incorrectly routed to the default queue as a side effect. The issue was identified and resolved with a deployed fix, with full platform recovery confirmed and no data loss reported.

Dixa experienced platform instability affecting the Agent Interface for 18 minutes. Users reported degraded performance during this period. The service team investigated and resolved the stability issues.

Dixa experienced a major service incident affecting the Help Center (Dixa Knowledge) that lasted 4.5 hours. The issue caused degraded performance, with some images and custom CSS styling not displaying correctly during the recovery period. The problem was identified, fixed through a deployed solution, and fully resolved after monitoring confirmed the service had recovered completely.

Dixa experienced platform instability for 2.3 hours that caused slowness and responsiveness problems in the Agent Interface, along with inbound email processing issues that resulted in blank, queue-less emails appearing alongside correctly processed ones. The incident was resolved after engineers identified the root cause and implemented a fix, with users advised to close or merge the improperly processed email conversations.