Outage in Kayako

Slow performance and reply-merge issues

Resolved Minor
January 22, 2025 - Started 9 months ago - Lasted about 6 hours
Official incident page

Incident Report

We have been made aware of an issue related to Slow performance on some specific Kayako Instances. We are currently investigating this and will get back to you as soon as we have more information to share.
Components affected
Kayako EU Pod Kayako Help Center Kayako Agent portal Kayako US Pod

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Latest Updates ( sorted recent to last )
RESOLVED 9 months ago - at 01/23/2025 01:17AM

The issue has been resolved.

MONITORING 9 months ago - at 01/22/2025 09:20PM

We believe the issue is currently resolved, but we are still actively monitoring the servers. The customers are advised to check their instances and confirm that they are fully operational.

IDENTIFIED 9 months ago - at 01/22/2025 07:50PM

We have identified a probable root cause of the issue affecting the performance on some specific Kayako instances. Our team is actively working on resolving it to restore optimal functionality as quickly as possible. Thank you for your patience and understanding. We will provide further updates as soon as more information becomes available.

INVESTIGATING 9 months ago - at 01/22/2025 07:05PM

We are continuing to investigate this issue.

INVESTIGATING 9 months ago - at 01/22/2025 07:05PM

We have been made aware of an issue related to Slow performance on some specific Kayako Instances.
We are currently investigating this and will get back to you as soon as we have more information to share.

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