Service Incident - January 28, 2026 - Support | Pod 29 - Service Disruption Affecting Side Conversations and Archived Ticket Retrieval

SUMMARY

On January 28, 2026, from 16:48  UTC to 18:15 PM UTC, customers on Pod 29 experienced service disruptions affecting key Support workflows. Customers were unable to load archived tickets, run incremental exports, or access side conversations within Support.

Timeline

January 28, 2026, 06:30 PM UTC | January 28, 2026, 10:30 AM PST

We are happy to report that the issue affecting multiple services on Pod 29 has been resolved, and Side Conversations and Archived Ticket retrieval are functioning as expected at this time. Thank you for your patience during our investigation.

January 28, 2026, 06:02 PM UTC | January 28, 2026, 10:02 AM PST

We are beginning to see recovery from the issue affecting a number of services on Pod 29, including Side Conversations and Archived Ticket retrieval. We are monitoring the situation to ensure full recovery, and will provide further information when we have a substantive update to share.

January 28, 2026,5:41 PM UTC | January 28, 2026, 9:41 AM PST

We are aware of an issue with a partner cloud provider affecting a number of services for customers on Pod 29, including Side Conversations and Archived Ticket access. We are working with them to mitigate impact and will provide additional information as the situation progresses.

January 28, 2026, 5:28 PM UTC | January 28, 2026, 9:28 AM PST

We are receiving reports of side conversation and archived ticket access issues for customers on Pod 29. We are investigating and will provide further updates shortly.

Root Cause Analysis

This incident was caused by a delay in updates within a network system that affected connectivity. As a result, some services on Pod 29 were unable to connect to a key database, impacting their ability to load archived tickets, side conversations, and other related Support features.

Resolution

To fix this issue, we reached out to our cloud service provider for assistance and raised the issue within our team. The provider addressed the network delay, restoring normal connections. After confirming the fix, all affected features were fully restored, and customers regained access.

Remediation Items

Review and adjust alert settings for connection issues to catch similar problems earlier.

Investigate why only Pod 29 was affected while others in the same region were not, to understand any differences.

Work with our cloud provider to improve communication by reconnecting with a dedicated support representative.

Improve alert systems related to side conversation problems to detect and respond to incidents more quickly.