Current answer
Kayako experienced a major incident: Delayed or failed reply sending on US instances. ServiceAlert observed recovery on Oct 15, 2026.
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Incident Lifecycle
Affected Components
US Pod
Incident Timeline
Monitoring
Reply sending on US instances has been working normally since 02:43 UTC on October 14, and we continue to monitor. Replies that failed to send during the incident are not retried automatically; please resend any reply marked as failed. If you still see send failures, contact Support through the usual channels.
Oct 14, 2026 at 3:11 PM UTC
Monitoring
Our infrastructure team has resolved the issue, and we don’t expect customers to experience further reply-sending failures. We’re closely monitoring the situation.
Please contact Support through the usual channels if you continue to encounter problems.
Please contact Support through the usual channels if you continue to encounter problems.
Oct 14, 2026 at 2:41 AM UTC
Identified
We’re aware that some customers hosted in our US region recently experienced intermittent failures when sending replies, updating conversations, and submitting Help Center requests, along with delays to email and other notifications.
Our infrastructure team has mitigated the underlying issue and is working on a permanent fix.
A small number of replies saved during this period may not have been delivered by email. Please check replies sent during the incident and resend any that your customer did not receive.
Our infrastructure team has mitigated the underlying issue and is working on a permanent fix.
A small number of replies saved during this period may not have been delivered by email. Please check replies sent during the incident and resend any that your customer did not receive.
Oct 14, 2026 at 2:30 AM UTC
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