Temporary Disablement of Ticket Interception Plugin for AI Assistant

The issue has been fully resolved, and the ticket interception plugin has been reenabled and is functioning as expected. We appreciate your patience and understanding during this time.

Our engineering team has identified the root cause and developed a fix for the issue affecting the Ticket Interception plugin. The fix is currently undergoing final validation, and we remain on track to restore the plugin’s functionality by the end of the day. We appreciate your patience as we work to resolve this.

As of May 2, 2025, we have temporarily disabled the Ticket Interception plugin for all customers using the AI Assistant. This action was taken after identifying an issue where the AI Assistant may post comments on tickets—such as “User said they are still having issues”—even though no outreach was made via the plugin. Disabling the plugin prevents further erroneous behavior while we work on a resolution.

Our engineering team has identified the root cause and is actively developing a fix. Testing and deployment are currently underway, and we’re aiming to release the update by the end of the day, assuming no unexpected issues arise.

We appreciate your patience and will continue to provide updates as progress is made.