Issues searching for contacts throughout the Dixa Agent Interface

Incident Report for Dixa

Postmortem

On April 25th, 2025, at 09:18 am CEST, a number of our customers experienced issues with sending outbound emails and searching for contacts due to a faulty update release.

The issue was resolved at 09:27 am CEST. The immediate solution of rolling back the release and restarting the affected server led to the resolution of this issue.

We performed a Root Cause Analysis of this incident and are implementing solutions in order to prevent such instances from happening in the future.

We sincerely apologise for any inconvenience that this may have caused.

Posted 7 days ago. May 01, 2025 - 07:39 CEST

Resolved

All known issues related to this incident have been resolved. We thank you for your patience and cooperation.

A post-mortem about this incident will be posted within 5 business days.

Posted 13 days ago. Apr 25, 2025 - 10:51 CEST

Update

We are continuing to monitor for any further issues.

Posted 13 days ago. Apr 25, 2025 - 09:32 CEST

Monitoring

We are happy to inform, that our teams have deployed a fix for the issue. We will continue to monitor the results.

Posted 13 days ago. Apr 25, 2025 - 09:31 CEST

Update

We're currently experiencing issues with searching for contacts.

This also affects sending outbound emails, merging contacts and transferring conversations.

Next update in 15 minutes.

Posted 13 days ago. Apr 25, 2025 - 09:23 CEST

Investigating

We have received reports of instability in the platform. We are investigating the issue. Updates will follow

Posted 13 days ago. Apr 25, 2025 - 09:18 CEST

This incident affected: Email (Outbound) and Agent Interface (Search).