Incident summary: Helpdesk automation issues
Incident period: 2026-01-26 19:45 CET – 2026-01-27 09:50 CET
Status: Resolved
What happened?
We experienced a service disruption that affected several core automation features within the Viskan Helpdesk component. During the time frame mentioned above, the following services were non-functional:
Ticket labeling: Automatic labeling and categorization of new incoming tickets.
Auto-replies: Automated confirmation emails and response triggers.
Legacy BI reporting: Data synchronization for Helpdesk-ticket related information were paused, which may result in temporary gaps in legacy Business Intelligence reports.
What was NOT affected?
Our Webhook services and API remained fully operational. Customers utilizing custom integrations or third-party automations built on our API were not impacted by this specific issue.
Commitment
We sincerely apologize for the disruption this caused to your operations. We have restored all services and are taking the necessary steps to improve the stability of these systems moving forward.
