Email-to-Incident Functionality Disruption

Following our previous update, we have received confirmation that this issue is now resolved. The responsible Third Party has advised investigations are ongoing to safeguard against this issue in the future. This notice will close at 11:00.
 
Issued 13/06/2025  08:53
Further to our previous update, we are continuing to monitor for any outstanding issues with the E-Mail-to-Case service. Monitoring and investigation will continue until a full resolution is confirmed. The next update will be available at 10:00.
 
Issued 12/06/2025  18:11
Restarting of mail services has yielded positive results and the backlogs are clearing. New messages are being sent correctly. We will monitor overnight for any changes. Further updates to be provided at 09:00 tomorrow.
 
Issued 12/06/2025  16:03
Further to our previous update, our engineering team have observed recovery in some affected E-Mail addresses. As investigations are ongoing, affected customers should call into the relevant teams for urgent issues to avoid disruption. A further update will be available at 18:00.
 
Issued 12/06/2025  15:22
We are currently experiencing a major incident affecting the email-to-incident functionality in our customer ticketing system. Our DevOps team is actively working with our CRM vendor to identify and resolve the issue as quickly as possible.
We will provide a further update by 4:00 PM.
In the meantime, if you have an urgent support issue, please contact our support team by phone.