Resolved after 18 hours 1 minute, affecting Agent Handoffs, on February 2, 2026.
The deployment of the fix is pending the recovery of a downstream service. We will update again when the fix is in place.
Affected components
Update timeline
- investigating Feb 02, 2026, 09:33 PM UTC
We have investigating reports of a Passcontrol issue related to the "End Chat" button to end escalated agent conversations. User's pressing the "End Chat" button may still be connected to Zendesk Live Agents until the agent ends the live chat on the zendesk side. We are actively working to identify the cause and will provide updates as they become available.
- identified Feb 02, 2026, 10:03 PM UTC
The issue has been identified and we are working to implement the fix as soon as possible - Our upstream provider for this deployment is currently working to resolve their own internal pipeline issue and will publish the fix once resolved. We will continue to monitor and update once we can confirm.
- identified Feb 02, 2026, 10:30 PM UTC
The deployment of the fix is pending the recovery of a downstream service. We will update again when the fix is in place.
- resolved Feb 03, 2026, 03:34 PM UTC
This incident has been resolved.
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