Errors when Adding Comments or Resolving Tickets in Twilio Support Console

Incident Report for Twilio

Resolved

We are no longer experiencing issues on our account portal, customers should now be able to add ticket comments or resolve tickets through Support Console directly. This incident has been resolved.

Posted Nov 11, 2021 - 18:56 PST

Monitoring

We are no longer experiencing issues on our account portal, customers should now be able to add ticket comments or resolve tickets through Support Console directly. We will continue to monitor the service for full recovery. We will provide further updates in 30 minutes or as soon as more information becomes available.

Posted Nov 11, 2021 - 18:26 PST

Identified

Our engineers have identified the performance issue on our account portal, customers may have trouble adding ticket comments or resolving tickets in Support Console. As a workaround, please respond directly to the email notification to add a comment to an existing support ticket. Our engineering team is looking into the issue. We expect to provide another update in 8 hours or as soon as more information becomes available.

Posted Nov 11, 2021 - 17:17 PST

Update

We continue to investigate the performance issue on our account portal, customers may have trouble adding ticket comments or resolving tickets in Support Console. As a workaround, please respond directly to the email notification to add a comment to an existing support ticket. Our engineering team is looking into the issue. We expect to provide another update in 4 hours or as soon as more information becomes available.

Posted Nov 11, 2021 - 14:14 PST

Update

We continue to investigate the performance issue on our account portal, customers may have trouble adding ticket comments or resolving tickets in Support Console. As a workaround, please respond directly to the email notification to add a comment to an existing support ticket. Our engineering team is looking into the issue. We expect to provide another update in 2 hours or as soon as more information becomes available.

Posted Nov 11, 2021 - 12:26 PST

Update

We continue to investigate the performance issue on our account portal, customers may have trouble adding ticket comments or resolving tickets in Support Console. As a workaround, please respond directly to the email notification to add a comment to an existing support ticket. Our engineering team is looking into the issue. We expect to provide another update in 1 hour or as soon as more information becomes available.

Posted Nov 11, 2021 - 11:31 PST

Update

We are currently seeing degraded performance on our account portal, customers may have trouble adding ticket comments or resolving tickets in Support Console. As a workaround, please respond directly to the email notification to add a comment to an existing support ticket. Our engineering team is looking into the issue. We expect to provide another update in 30 minutes or as soon as more information becomes available.

Posted Nov 11, 2021 - 10:58 PST

Update

We are continuing to investigate this issue, we are currently seeing degraded performance on our account portal.

Posted Nov 11, 2021 - 10:45 PST

Investigating

Our monitoring systems have detected a potential issue with ticket comments and resolve options in the console. Our engineering team has been alerted and is actively investigating. We will update as soon as we have more information.

Posted Nov 11, 2021 - 10:42 PST

This incident affected: TWILIO PLATFORM (Customer Support Center).