Feb 5, 16:41 EST
Resolved - Help desk WhatsApp thread links are now fully accessible. We've identified and addressed the root cause of the issue. The incident has been fully resolved and Help desk WhatsApp thread links should be working properly. No data was lost.

Feb 5, 16:15 EST
Monitoring - We've addressed the issue that caused Help desk WhatsApp thread links to be broken since 2:53 PM EST (UTC -05:00) on Feb 4, 2026. We're monitoring performance closely to ensure the tools recover properly. We will be back with an update within an hour.

Feb 5, 15:08 EST
Identified - We have identified the issue causing Help desk WhatsApp thread links to redirect to a blank help desk thread when clicking "Show conversation". We are working on a fix. We will provide an update when we have more information. We will be back with an update within an hour.

Feb 5, 11:22 EST
Investigating - We are investigating the issue causing Help desk WhatsApp threads to redirect to a blank Help desk thread when clicking "Show conversation" for some customers. We will provide an update when we have more information.

The information on this page reflects our understanding of the incident and impact at the time of the update.