Outage in Kaltura
Customer Care Portal - Ticket Creation (Kaltura-Facing)
Resolved MinorIncident Report
Summary AI Generated
Kaltura experienced an internal issue with support ticket flow after ticket creation in the Customer Care portal, causing degraded performance in ticket processing and responses for 48.1 hours. The incident affected the Documentation and Customer Care Platforms, though live chat and support hotlines remained operational as alternatives. The issue was resolved on May 4th at approximately 5:50pm ET, with engineers continuing to correct ticket configurations that were impacted during the outage window.
We are currently investigating an issue with support ticket flow internal to Kaltura, after ticket creation in the Customer Care portal. Ticket flow and responses may have degraded performance, our engineers are investigating the issue. If you need immediate assistance, live support chat in the portal and support hotlines are working as normal. We apologize for the inconvenience as we investigate and remediate this issue.
Components affected
Kaltura Documentation and Customer Care PlatformsTrusted by 1,000+ teams
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Latest Updates ( sorted recent to last )
RESOLVED
5 days ago - at 05/06/2026 08:22PM
This incident has been resolved.
MONITORING
7 days ago - at 05/05/2026 01:01PM
The issue with incoming tickets was resolved at approximately 5:50pm ET on May 4th. We have been continuing to make adjustments to tickets that came in during a specific time window yesterday that did not have the correct configurations. We will continue to monitor the situation throughout the day, but there should be no further issues. Thank you for your patience and collaboration with us.
IDENTIFIED
7 days ago - at 05/04/2026 09:26PM
We are currently remediating an issue with support ticket flow internal to Kaltura, after ticket creation in the Customer Care portal. Ticket flow and responses may have degraded performance, our engineers are actively working on the issue. If you need immediate assistance, live support chat in the portal and support hotlines are working as normal. We apologize for the inconvenience as continue work this issue.
INVESTIGATING
7 days ago - at 05/04/2026 08:22PM
We are currently investigating an issue with support ticket flow internal to Kaltura, after ticket creation in the Customer Care portal. Ticket flow and responses may have degraded performance, our engineers are investigating the issue. If you need immediate assistance, live support chat in the portal and support hotlines are working as normal. We apologize for the inconvenience as we investigate and remediate this issue.
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