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Issues found outside of Twilio’s Network
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Support Tickets Remaining Open After Marking Resolved via the Twilio Console for Personalized Customers
Incident
Report for Twilio
Resolved
The issue with support tickets remaining open after setting to Resolved via Console has been resolved and Customer Support Center in Twilio Console is operating normally at this time.
Monitoring
The ability to resolve support tickets in Twilio Console is now operating normally. We will continue to monitor for system stability. We'll provide another update in 30 minutes or as soon as more information becomes available.
Update
We still continue to work on a fix for the issue causing tickets resolved by customers on personalized support to remain open. The current workaround is to use the "Resolve" button on the ticket instead of "Resolve and Comment". We expect to provide another update in 24 hours or as soon as more information becomes available.
Update
We still continue to work on a fix for the issue causing tickets resolved by customers on personalized support to remain open. The current workaround is to use the "Resolve" button on the ticket instead of "Resolve and Comment". We expect to provide another update in 24 hours or as soon as more information becomes available.
Update
We are continuing to work on a fix for the issue causing tickets resolved by customers on personalized support to remain open. The current workaround is to use the "Resolve" button on the ticket instead of "Resolve and Comment". We expect to provide another update in 24 hours or as soon as more information becomes available.
Identified
We are continuing to work on a fix for the issue causing tickets resolved by customers on personalized support to remain open. The current workaround is to use the "Resolve" button on the ticket instead of "Resolve and Comment". We expect to provide another update in 24 hours or as soon as more information becomes available.
Monitoring
We are continuing to work on a fix for the issue causing tickets resolved by customers on personalized support to remain open. The current workaround is to use the "Resolve" button on the ticket instead of "Resolve and Comment". We expect to provide another update in 24 hours or as soon as more information becomes available.
Update
We are continuing to work on a fix for the issue causing tickets resolved by customers on personalized support to remain open. The current workaround is to use the "Resolve" button on the ticket instead of "Resolve and Comment". We expect to provide another update in 4 hours or as soon as more information becomes available.
Identified
Our engineers have identified the issue causing tickets resolved by customers on personalized support to remain open, and are working to deploy a fix. The current workaround is workaround is to use the "Resolve" button on the ticket instead of "Resolve and Comment". We expect to provide another update in 2 hours or as soon as more information becomes available.
Update
We are continuing to investigate the issue causing support tickets to remain open after being marking resolved via the Twilio Console for Personalized customers. We expect to provide another update in 2 hour or as soon as more information becomes available.
One workaround is to use the "Resolve" button on the ticket instead of "Resolve and Comment".
One workaround is to use the "Resolve" button on the ticket instead of "Resolve and Comment".
Update
We are investigating the issue causing support tickets to remain open after marking resolved via the Twilio Console for Personalized customers. We expect to provide another update in 1 hour or as soon as more information becomes available.
For now, the current workaround if you experience this behavior is to use the "Resolve" button on the ticket instead of "Resolve and Comment".
For now, the current workaround if you experience this behavior is to use the "Resolve" button on the ticket instead of "Resolve and Comment".
Investigating
We've become aware of a potential issue with resolving support tickets via the Twilio Console. Our engineering team has been alerted and is actively investigating. We will update as soon as we have more information.
This incident affected: TWILIO PLATFORM (Customer Support Center).