Update - Our team is still monitoring the recovery. We will continue to provide updates until the issue is fully resolved.

Please expect further updates and reach out to our Support team with any additional questions by going to https://help.kustomer.com and clicking "Contact Support" at the top of the page.
Jan 17, 22:49 EST

Update - Our team is currently releasing a resolution to this issue on PROD1. You should start seeing searches and reporting start to pull in new data. Please expect further updates within the next 30 minutes and reach out to our Support team with any additional questions by going to https://help.kustomer.com and clicking "Contact Support" at the top of the page.
Jan 17, 21:18 EST

Update - Our team is currently testing a resolution to this issue. Please expect further updates within the next 30 minutes and reach out to our Support team with any additional questions by going to https://help.kustomer.com and clicking "Contact Support" at the top of the page.

If you are using queues and routing, conversations will continue to be routed to your agents and they will be able to respond to conversations and update statuses as normal.

If you are not using Queues and Routing, you can enable routing and add the "Default Queue" to your teams and have members log into an "Available" state and they will receive conversations automatically. Here is our documentation on setting up queues and routing:https://help.kustomer.com/en_us/queue-rules-HyLuJ1KHX and https://help.kustomer.com/en_us/configuring-queues-BkCVqbJ9L. Please reach out to the support team if you need help setting this up!

During this time you can expect any existing items in searches to be cached with items that may not apply to the search criteria. The agent inbox is powered through a search and while we see no impacts with queues & routing at this time, agents may report that they are not able to view new conversations assigned to them. Reporting is also affected while the search functionality is not returning the most up-to-date results. All new messages are still coming into the platform and being sent out as well via all channels.
Jan 17, 20:14 EST

Update - Our team is currently testing a resolution to this issue. Please expect further updates within the next 30 minutes and reach out to our Support team with any additional questions by going to https://help.kustomer.com and clicking "Contact Support" at the top of the page.

If you are using queues and routing, conversations will continue to be routed to your agents and they will be able to respond to conversations and update statuses as normal.

If you are not using Queues and Routing, you can enable routing and add the "Default Queue" to your teams and have members log into an "Available" state and they will receive conversations automatically. Here is our documentation on setting up queues and routing:https://help.kustomer.com/en_us/queue-rules-HyLuJ1KHX and https://help.kustomer.com/en_us/configuring-queues-BkCVqbJ9L. Please reach out to the support team if you need help setting this up!

During this time you can expect any existing items in searches to be cached with items that may not apply to the search criteria. The agent inbox is powered through a search and while we see no impacts with queues & routing at this time, agents may report that they are not able to view new conversations assigned to them. Reporting is also affected while the search functionality is not returning the most up-to-date results. All new messages are still coming into the platform and being sent out as well via all channels.
Jan 17, 19:29 EST

Update - Kustomer has identified an event affecting Searches that is preventing updated results from being returned in all searches on the platform for PROD1 users. Our team is currently testing a resolution. Please expect further updates within the next 30 minutes and reach out to our Support team with any additional questions by going to https://help.kustomer.com/ and clicking "Contact Support" at the top of the page.

During this time you can expect any existing items in searches to be cached with items that may not apply to the search criteria. The agent inbox is powered through a search and while we see no impacts with queues & routing at this time, agents may report that they are not able to view new conversations assigned to them. Reporting is also affected while the search functionality is not returning the most up-to-date results. All new messages are still coming into the platform and being sent out as well via all channels.
Jan 17, 18:53 EST

Update - Kustomer has identified an event affecting Searches that is preventing updated results from being returned in all searches on the platform for PROD1 users. Our team is currently testing a resolution. Please expect further updates within the next 30 minutes and reach out to our Support team with any additional questions by going to https://help.kustomer.com/ and clicking "Contact Support" at the top of the page.

During this time you can expect any existing items in searches to be cached with items that may not apply to the search criteria. The agent inbox is powered through a search and while we see no impacts with queues & routing at this time, agents may report that they are not able to view new conversations assigned to them. Reporting is also affected while the search functionality is not returning the most up-to-date results. All new messages are still coming into the platform and being sent out as well via all channels.
Jan 17, 18:13 EST

Update - Kustomer has identified an event affecting Searches that is preventing updated results from being returned in all searches on the platform for PROD1 users. Our team is currently testing a resolution. Please expect further updates within the next 30 minutes and reach out to our Support team with any additional questions by going to https://help.kustomer.com/ and clicking "Contact Support" at the top of the page.

During this time you can expect any existing items in searches to be cached with items that may not apply to the search criteria. The agent inbox is powered through a search and while we see no impacts with queues & routing at this time, agents may report that they are not able to view new conversations assigned to them. Reporting is also affected while the search functionality is not returning the most up-to-date results. All new messages are still coming into the platform and being sent out as well via all channels.
Jan 17, 17:40 EST

Update - Kustomer has identified an event affecting Searches that is preventing updated results from being returned in all searches on the platform for PROD1 users. Our team is currently testing a resolution. Please expect further updates within the next 30 minutes and reach out to our Support team with any additional questions by going to https://help.kustomer.com/ and clicking "Contact Support" at the top of the page.

During this time you can expect any existing items in searches to be cached with items that may not apply to the search criteria. The agent inbox is powered through a search and while we see no impacts with queues & routing at this time, agents may report that they are not able to view new conversations assigned to them. Reporting is also affected while the search functionality is not returning the most up-to-date results. All new messages are still coming into the platform and being sent out as well via all channels.
Jan 17, 17:06 EST

Update - Kustomer has identified an event affecting Searches that is preventing updated results from being returned in all searches on the platform for PROD1 users. Our team is currently testing a resolution. Please expect further updates within the next 30 minutes and reach out to our Support team with any additional questions by going to https://help.kustomer.com/ and clicking "Contact Support" at the top of the page.

During this time you can expect any existing items in searches to be cached with items that may not apply to the search criteria. The agent inbox is powered through a search and while we see no impacts with queues & routing at this time, agents may report that they are not able to view new conversations assigned to them. Reporting is also affected while the search functionality is not returning the most up-to-date results. All new messages are still coming into the platform and being sent out as well via all channels.
Jan 17, 16:33 EST

Update - Kustomer has identified an event affecting Searches that is preventing updated results from being returned in all searches on the platform for PROD1 users. Our team is currently testing a resolution. Please expect further updates within the next 30 minutes and reach out to our Support team with any additional questions by going to https://help.kustomer.com/ and clicking "Contact Support" at the top of the page.

During this time you can expect any existing items in searches to be cached with items that may not apply to the search criteria. The agent inbox is powered through a search and while we see no impacts with queues & routing at this time, agents may report that they are not able to view new conversations assigned to them. Reporting is also affected while the search functionality is not returning the most up-to-date results. All new messages are still coming into the platform and being sent out as well via all channels.
Jan 17, 15:58 EST

Update - Kustomer has identified an event affecting Searches that is preventing updated results from being returned in all searches on the platform for PROD1 users. Our team is currently working to implement a resolution. Please expect further updates within 30 minutes. Please reach out to our Support team with any additional questions. You can reach us by going to https://help.kustomer.com/ and clicking "Contact Support" at the top of the page.

During this time you can expect any existing items in searches to be cached with items that may not apply to the search criteria. The agent inbox is powered through a search and while we see no impacts with queues & routing at this time, agents may report that they are not able to view new conversations assigned to them. Reporting is also affected while the search functionality is not returning the most up-to-date results. All new messages are still coming into the platform and being sent out as well via all channels.
Jan 17, 15:27 EST

Update - The Kustomer team is still investigating the root cause of the issue preventing Searches from returning the latest information on PROD1. During this time you can expect any existing items in searches to be cached with items that do not apply to the search criteria. The agent inbox is powered through a search and while we see no impacts with queues & routing at this time, agents may report that they are not able to view new conversations assigned to them.

Please reach out to our Support team with any additional questions. You can reach us by going to https://help.kustomer.com/ and clicking "Contact Support" at the top of the page.
Jan 17, 14:29 EST

Update - The Kustomer team is still investigating the root cause of the issue preventing Searches from returning the latest information on PROD1. During this time you can expect any existing items in searches to be cached with items that do not apply to the search criteria.

Please reach out to our Support team with any additional questions. You can reach us by going to https://help.kustomer.com/ and clicking "Contact Support" at the top of the page.
Jan 17, 13:54 EST