Summary

On July 30, 2026, the draft text editor on Kustomer’s Timeline product experienced degraded functionality in certain user workflows. Impact included sporadic cursor behavior, text erasure, and issues with copying and pasting text and shortcuts.

Root Cause

This issue was introduced by a change to the editor that was not fully caught before release. Due to misalignment in our QA process our pre-release validation did not adequately cover the real-world editing patterns affected by this change. Furthermore, this misalignment contributed to a delay in Kustomer’s understanding of the incident's resolution status.

Timeline

Jul 30, 2026

11:12 AM ET: The editor change was deployed

12:27 PM ET: Kustomer Technical Support escalated the incident to Kustomer’s OnCall process, notifying Engineering immediately.

12:34 PM ET: Kustomer Engineering identified the issue and completed a rollback

12:51 PM ET: Internal testing incorrectly confirms that the issue has been fully resolved, due to some customers reporting the issue no longer presented itself

1:29 PM ET: Continued reports of issue are received from customers who did not receive the full resolution rollout

1:34 PM ET: Discovery made that  the rollback did not fully deploy to resolve the issue. Kustomer Engineering makes additional change to ensure resolution

2:01 PM ET: Corrective change deployed, and fix is confirmed

Lessons/Improvements

Kustomer Engineering maintains a robust CI/CD process, and a multi-environment release process designed to prevent issues of this nature. As part of our continual investment in these areas, we have identified the following action items:

• Ensure that our internal pre-production environments align with our customer-facing experience, including but not limited to the editor experience, so that issues of this nature are caught earlier in development
• Complete an audit of our automated CI/CD process and test coverage of major features, removing any gaps that are identified