Some customers may experience delayed ticket and order updates or missing data

Update: We have completed initial recovery efforts of affected inbound tickets and interactions as of April 9th, 16:51 UTC.

We are continuing to monitor for residual effects and will provide additional updates as they become available.

We had an incident on Helpdesk today that impacted visibility of tickets and updates during a specific time period, for a subset of our customers in the US region. The system is currently operational.

**What happened**
Between 9:18 AM–12:15 PM UTC incoming tickets and messages were not saving properly. The issue is fixed and data recovery is actively underway.

**What you might see**

- Messages from that window may be temporarily missing or out of order.
- Ticket threading issues — a re...

Following today's migration, some customers (impact scope is 10%) may experience delayed ticket and order updates or missing data.
We are currently investigating this issue.