Outage in Khoros

[Khoros Care] Cases and messages delayed in appearing in queues and in assignment to agents

Resolved Major

February 18, 2026 - Started 13 days ago - Lasted 1 day
Official incident page

Incident Report

We are experiencing an ongoing issue affecting ingestion and queue processing. As a result, cases and messages may appear in the Available queue or in agent queues much later than expected (from several minutes up to an hour or more), and assignment to agents can be delayed.

Components affected

Khoros AMER & APAC CARE Datacenter

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Latest Updates ( sorted recent to last )

RESOLVED 12 days ago - at 02/19/2026 09:40PM

We have confirmed that the fix that was implemented has resolved this issue.

MONITORING 13 days ago - at 02/18/2026 06:56PM

A fix has been implemented and we are monitoring results.

IDENTIFIED 13 days ago - at 02/18/2026 04:25PM

The fix is currently being incrementally applied. As a result, performance is gradually improving. We will provide another update once the rollout is fully completed and performance has been fully restored.

IDENTIFIED 13 days ago - at 02/18/2026 03:07PM

The issue has been identified and a fix is being implemented.

INVESTIGATING 13 days ago - at 02/18/2026 07:38AM

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