Ada Outage History
Ada is up right nowPingoru has recorded 64 incidents for Ada: 57 in the last 12 months and 10 in the last 90 days.
Show as a table
| Month | Incidents | Hours with an open incident |
|---|---|---|
| April 2026 | 9 | 14 of 720 (2%) |
| May 2026 | 6 | 27 of 744 (4%) |
| June 2026 | 0 | 0 of 720 (0%) |
| July 2026 | 10 | 51 of 744 (7%) |
| August 2026 | 5 | 5 of 744 (1%) |
| September 2026 | 2 | 2 of 720 (0%) |
| October 2026 | 3 | 3 of 589 (0%) |
Incidents, newest first
Minor May 1, 2026 Investigating issues with Ada Voice service 2h 4m Dashboard, Voice
Started May 01, 2026, 04:32 PM UTC· resolved May 01, 2026, 06:37 PM UTC
- investigating May 01, 2026, 04:32 PM UTC
Some customers are experiencing issues with our Voice services. This is affecting some chatters interacting with Ada Voice bots in the form of references to Ada bot processes being intermittently voiced to chatters. We’re aware of the issue and our team is actively working on getting everything back to normal. We're sorry for the inconvenience this causes. We will continue to share status updates every 30 minutes.
- investigating May 01, 2026, 05:09 PM UTC
We are continuing to investigate this issue.
- investigating May 01, 2026, 05:49 PM UTC
We are continuing to investigate this issue.
- identified May 01, 2026, 06:28 PM UTC
Our team has identified the problem with Ada Voice and we're implementing a fix for the issue. Thank you for your patience as we work on a resolution. Apologies for this inconvenience. We will continue to keep you up to date every 30 minutes.
- monitoring May 01, 2026, 06:28 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved May 01, 2026, 06:37 PM UTC
Based on our Engineering Team's investigation, we have determined the scope of this issue is limited to a very small number of clients and affected conversations. We are continuing to work on the issue, but moving forward will be communicating on this issue on an individual basis.
Minor April 28, 2026 Increase in Emergency Voice Handoffs 33m Voice
Started Apr 28, 2026, 07:57 PM UTC· resolved Apr 28, 2026, 08:30 PM UTC
- monitoring Apr 28, 2026, 08:17 PM UTC
We are investigating an increase in emergency handoffs affecting a subset of customers. The issue has been identified and deployed the fix. Our monitoring indicates the situation is recovering and we are actively investigating the root cause.
- resolved Apr 28, 2026, 08:30 PM UTC
We have resolved an issue that caused an increase in emergency handoffs for a subset of customers.
Minor April 24, 2026 Language detection is currently showing degraded performance for language switching 1h 54m Chat
Started Apr 24, 2026, 03:06 PM UTC· resolved Apr 24, 2026, 05:00 PM UTC
- investigating Apr 24, 2026, 03:06 PM UTC
We are currently investigating this issue
- investigating Apr 24, 2026, 03:40 PM UTC
We are continuing to investigate this issue.
- identified Apr 24, 2026, 04:16 PM UTC
We have identified the root cause of the behaviour and are working to solution a resolution at this time.
- resolved Apr 24, 2026, 05:00 PM UTC
We have identified the root cause of the language detection issue affecting non-English responses. Improvements are actively in progress and will be delivered as part of our ongoing engineering work.
Major April 9, 2026 Investigating - Elevated Handoffs 27m AI Agent
Started Apr 09, 2026, 10:12 PM UTC· resolved Apr 09, 2026, 10:39 PM UTC
- investigating Apr 09, 2026, 10:22 PM UTC
We are currently investigating elevated handoff rates across all clusters. Our team is actively working to identify the root cause and restore normal behaviour. We will provide further updates as the investigation progresses.
- monitoring Apr 09, 2026, 10:24 PM UTC
We have identified the cause of elevated handoff rates and have deployed a fix. We are actively monitoring to confirm the issue is fully resolved and will provide a further update shortly.
- resolved Apr 09, 2026, 10:39 PM UTC
This incident has been resolved.
Major April 7, 2026 Issues with Ada's Zendesk integration are being investigated 3h 58m Agent Handoffs
Started Apr 07, 2026, 03:37 PM UTC· resolved Apr 07, 2026, 07:35 PM UTC
- investigating Apr 07, 2026, 03:37 PM UTC
Some customers are experiencing issues with Ada's Zendesk integration. This is affecting chat transcripts for Zendesk messaging integration. We’re aware of the issue and our team is actively working on getting everything back to normal. We're sorry for the inconvenience this causes.
- identified Apr 07, 2026, 04:03 PM UTC
The issue has been identified, and we are seeing systems recovering.
- monitoring Apr 07, 2026, 04:32 PM UTC
The systems have recovered and we are seeing transcripts passing through successfully.
- resolved Apr 07, 2026, 07:35 PM UTC
This incident has been resolved.
Minor April 7, 2026 Conversation View Delays Are Being Investigated 6h 39m Data & Analytics
Started Apr 07, 2026, 03:27 PM UTC· resolved Apr 07, 2026, 10:07 PM UTC
- investigating Apr 07, 2026, 03:57 PM UTC
We are currently investigating delays affecting conversation view and article syncing in our US production environment. Reports and API analytics are operational and unaffected. Our team is actively working to identify and resolve the cause. We will provide another update shortly.
- monitoring Apr 07, 2026, 04:36 PM UTC
We have identified the cause of the delays affecting conversation view and article syncing in our US production environment. Data is currently processing through a backlog and will catch up automatically. We have confirmed that no data has been lost. Reports and API analytics remain operational and unaffected. We will provide updates as the backlog clears.
- monitoring Apr 07, 2026, 06:21 PM UTC
We are continuing to monitor for any further issues.
- monitoring Apr 07, 2026, 07:01 PM UTC
We are continuing to monitor for any further issues.
- monitoring Apr 07, 2026, 07:47 PM UTC
We are continuing to monitor for any further issues.
- monitoring Apr 07, 2026, 08:17 PM UTC
We are continuing to monitor for any further issues.
- monitoring Apr 07, 2026, 09:00 PM UTC
We are continuing to monitor for any further issues.
- monitoring Apr 07, 2026, 09:49 PM UTC
We are continuing to monitor for any further issues.
- resolved Apr 07, 2026, 10:57 PM UTC
This incident has been resolved.
Major April 6, 2026 Dashboard Analytics and Conversation View - Data Processing Delays - Ficanex Cluster 1h 32m Data & Analytics, Dashboard
Started Apr 06, 2026, 11:37 PM UTC· resolved Apr 07, 2026, 01:10 AM UTC
- monitoring Apr 06, 2026, 11:37 PM UTC
We are currently investigating a connectivity issue affecting the ficanex production environment. Some data pipeline services may be experiencing disruptions. Our engineering team has identified the likely cause and is working on a fix. We will provide an update as soon as the issue is resolved.
- resolved Apr 07, 2026, 01:10 AM UTC
This incident has been resolved.
Minor April 3, 2026 Delays in Conversation View for US2 Cluster 1h 14m Data & Analytics, Dashboard
Started Apr 03, 2026, 04:38 PM UTC· resolved Apr 03, 2026, 05:53 PM UTC
- investigating Apr 03, 2026, 04:38 PM UTC
We are investigating reports of delayed conversation views for bots in the US2 cluster. Bots using the format [bothandle].us2.ada.support may be affected.
- identified Apr 03, 2026, 04:51 PM UTC
The issue has been identified and a fix is being implemented
- monitoring Apr 03, 2026, 05:25 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Apr 03, 2026, 05:53 PM UTC
This incident has been resolved.
Major April 3, 2026 US2 Cluster ai agents failing to load chat window 2h 8m Chat
Started Apr 03, 2026, 04:32 PM UTC· resolved Apr 03, 2026, 06:40 PM UTC
- investigating Apr 03, 2026, 04:32 PM UTC
We are currently investigating reports of some ai agent resulting in an error screen when trying to load the chat window. Reports indicate this is currently limited to us2 cluster ai agents. You can identify the cluster via the address used to log into the admin dashboard (eg. [bot-handle].[cluster].ada.support)
- investigating Apr 03, 2026, 05:00 PM UTC
We are continuing to investigate this issue.
- investigating Apr 03, 2026, 05:32 PM UTC
We are continuing to investigate this issue.
- identified Apr 03, 2026, 05:37 PM UTC
The issue has been identified and a fix is being implemented.
- monitoring Apr 03, 2026, 05:50 PM UTC
A fix has been implemented and we are monitoring the results.
- monitoring Apr 03, 2026, 06:21 PM UTC
We are continuing to monitor for any further issues.
- resolved Apr 03, 2026, 06:40 PM UTC
This incident has been resolved.
Major April 1, 2026 Admin Dashboard Not Loading for US Cluster Customers 48m Dashboard
Started Apr 01, 2026, 01:13 PM UTC· resolved Apr 01, 2026, 02:01 PM UTC
- investigating Apr 01, 2026, 01:13 PM UTC
We are currently investigating reports of the admin dashboard failing to load for us cluster customers. Customers are reporting a 500 response when attempting to load a dashboard of an ai agent in the us cluster. Dashboard in other clusters (ie. the address includes a cluster after the handle ex. bot-handle.[cluster].ada.support) do not seem affected.
- identified Apr 01, 2026, 01:25 PM UTC
The issue has been identified and a fix is being implemented.
- monitoring Apr 01, 2026, 01:40 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Apr 01, 2026, 02:01 PM UTC
This incident has been resolved.
Minor March 25, 2026 Delays in Conversations View Updates 2h 55m Data & Analytics
Started Mar 25, 2026, 05:46 PM UTC· resolved Mar 25, 2026, 08:42 PM UTC
- investigating Mar 25, 2026, 05:46 PM UTC
We are currently investigating reports of delays in the Conversations View. Some clients may notice delays in conversations and new messages appearing in their dashboard.
- identified Mar 25, 2026, 07:27 PM UTC
The issue has been identified and a fix is being implemented.
- monitoring Mar 25, 2026, 07:28 PM UTC
A fix has been implemented and we're monitoring results. Some conversation data must still be processed and users may take some time to see all their missing conversations appear in the conversations view.
- resolved Mar 25, 2026, 08:42 PM UTC
This incident has been resolved.
Minor March 24, 2026 Satisfaction survey occasionally presented incorrectly 5h 32m Chat
Started Mar 24, 2026, 03:29 PM UTC· resolved Mar 24, 2026, 09:02 PM UTC
- investigating Mar 24, 2026, 03:29 PM UTC
We're investigating reports of the CSAT survey being presented at unexpected times. Users may see a survey presented in followup conversations that are not tied to a conversation with a human or ai agent.
- identified Mar 24, 2026, 04:29 PM UTC
We’ve identified the cause of the issue. We are actively working on the fix and we will provide another update by 1:30pm EST.
- identified Mar 24, 2026, 05:49 PM UTC
We are continuing to work on the fix for this issue and we will provide another update by 2:30pm EST.
- identified Mar 24, 2026, 07:03 PM UTC
We are continuing to work on the fix for this issue and we will provide another update by 3:30pm EST.
- identified Mar 24, 2026, 07:39 PM UTC
We are completing additional testing before we release the fix for this issue. We will provide another update by 4:30pm EST.
- monitoring Mar 24, 2026, 08:33 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Mar 24, 2026, 09:02 PM UTC
This incident has been resolved.
Major March 5, 2026 Azure PTU failing midstream causing handoffs in the Unified Reasoner 11m AI Agent
Started Mar 05, 2026, 11:51 PM UTC· resolved Mar 06, 2026, 12:03 AM UTC
- investigating Mar 05, 2026, 11:51 PM UTC
Issue: We are seeing an increase of handoffs across all clusters due to an upstream service provider. Who it affects: Conversations using the Unified Reasoner.
- identified Mar 05, 2026, 11:58 PM UTC
The issue has been identified and a fix is being implemented.
- monitoring Mar 06, 2026, 12:01 AM UTC
A fix has been implemented and we are monitoring the results.
- resolved Mar 06, 2026, 12:03 AM UTC
This incident has been resolved.
Minor February 8, 2026 New connection or reconnection to Zendesk messaging not available right now 4h 47m Agent Handoffs
Started Feb 08, 2026, 05:16 PM UTC· resolved Feb 08, 2026, 10:04 PM UTC
- investigating Feb 08, 2026, 05:16 PM UTC
We are currently investigating this issue. If you have already connected to the Zendesk messaging, please don't disconnect and re-connect it right now as it would cause some issues.
- investigating Feb 08, 2026, 05:17 PM UTC
We are continuing to investigate this issue.
- identified Feb 08, 2026, 08:03 PM UTC
The issue has been identified, and Zendesk is actively working toward a resolution.
- resolved Feb 08, 2026, 10:04 PM UTC
This incident has been resolved.
Minor February 5, 2026 Degradation in Salesforce Messaging Integration performance 3h 39m Agent Handoffs
Started Feb 05, 2026, 04:50 PM UTC· resolved Feb 05, 2026, 08:30 PM UTC
- investigating Feb 05, 2026, 04:50 PM UTC
We are currently investigating reports of degraded performance affecting the Salesforce Messaging integration. Customers may experience issues where chat widgets are crashing upon clicking hyperlinks for files uploaded from the Salesforce Live agents.
- investigating Feb 05, 2026, 05:40 PM UTC
We are continuing to investigate this issue.
- investigating Feb 05, 2026, 06:16 PM UTC
We are continuing to investigate this issue.
- investigating Feb 05, 2026, 06:44 PM UTC
We are continuing to investigate this issue.
- investigating Feb 05, 2026, 07:30 PM UTC
We are continuing to investigate this issue.
- investigating Feb 05, 2026, 08:00 PM UTC
We are continuing to investigate this issue.
- identified Feb 05, 2026, 08:28 PM UTC
We have identified that the issue is related to internal dashboard environments and no end users are impacted from this issue.
- monitoring Feb 05, 2026, 08:30 PM UTC
As the issue is strictly related to internal dashboard testing environments we are going to close out this issue and continue to troubleshoot the impacted features.
- resolved Feb 05, 2026, 08:30 PM UTC
This incident has been resolved.
Minor February 2, 2026 Degradation in Zendesk Messaging handoff integrations 18h 1m Agent Handoffs
Started Feb 02, 2026, 09:33 PM UTC· resolved Feb 03, 2026, 03:34 PM UTC
- 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.
Major January 31, 2026 Investigating issues with Ada Dashboard 2h 9m APIs
Started Jan 31, 2026, 10:00 AM UTC· resolved Jan 31, 2026, 12:10 PM UTC
- investigating Jan 31, 2026, 10:00 AM UTC
Analytics are currently unavailable for all generative customers across all clusters due to an issue with an upstream provider. Our team is actively monitoring and working toward resolution.
- investigating Jan 31, 2026, 10:01 AM UTC
We are continuing to investigate this issue.
- investigating Jan 31, 2026, 10:26 AM UTC
We've applied a temporary mitigation, and clients should now be able to access analytics data. During this time, data freshness may be delayed by up to one hour. Investigation is ongoing.
- monitoring Jan 31, 2026, 11:05 AM UTC
Our upstream provider is actively deploying a fix for the issue. Analytics are currently available, and error rates have returned to normal. We are continuing to monitor closely.
- resolved Jan 31, 2026, 12:10 PM UTC
Analytics availability has been restored following an upstream provider outage. Clients may notice minor discrepancies in analytics data from approximately 4:00–6:00 AM ET, which will be automatically backfilled later today. We will continue to monitor to ensure everything remains stable.
Critical January 22, 2026 Incident with the Voice channel 50m Voice
Started Jan 22, 2026, 07:03 PM UTC· resolved Jan 22, 2026, 07:54 PM UTC
- investigating Jan 22, 2026, 07:03 PM UTC
We're investigating reports of the voice channel being unavailable in multiple of ai agents. Your customers may be unable to reach the ai agent via the phone channel.
- investigating Jan 22, 2026, 07:08 PM UTC
We are continuing to investigate the issue. Impact has been identified to ai agents in the US cluster. If your ai agent is in a different cluster (eg. EU) the phone channel will not be affected.
- investigating Jan 22, 2026, 07:37 PM UTC
We are continuing to investigate this issue.
- identified Jan 22, 2026, 07:46 PM UTC
The issue has been identified and a fix is being implemented.
- monitoring Jan 22, 2026, 07:47 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Jan 22, 2026, 07:54 PM UTC
This incident has been resolved.
Minor January 20, 2026 Knowledge articles sync is not syncing in US cluster 1h 10m AI Agent, APIs
Started Jan 20, 2026, 01:01 AM UTC· resolved Jan 20, 2026, 02:11 AM UTC
- investigating Jan 20, 2026, 01:01 AM UTC
We are currently investigating this issue.
- identified Jan 20, 2026, 01:27 AM UTC
The issue has been identified and a fix is being implemented.
- monitoring Jan 20, 2026, 02:08 AM UTC
A fix has been implemented and we are monitoring the results.
- resolved Jan 20, 2026, 02:11 AM UTC
This incident has been resolved.
Major January 7, 2026 Intermittent Issues with Ada Chat Services 9m Email, Social Messaging, AI Agent, Voice and 1 more
Started Jan 07, 2026, 04:20 PM UTC· resolved Jan 07, 2026, 04:30 PM UTC
- monitoring Jan 07, 2026, 04:20 PM UTC
Our team has identified a problem with our services where chatters were intermittently seeing failure messages. A fix has been put in place and we are monitoring the fix
- resolved Jan 07, 2026, 04:30 PM UTC
This incident has been resolved
Minor January 5, 2026 Delays in conversation updates 4h 23m Data & Analytics
Started Jan 05, 2026, 09:01 PM UTC· resolved Jan 06, 2026, 01:25 AM UTC
- investigating Jan 05, 2026, 09:01 PM UTC
We’re investigating reports of delays in updating the conversations view. Users may see slower-than-normal updates in this view. Our engineers are working on it. Next update will be in an hour.
- identified Jan 05, 2026, 10:32 PM UTC
The issue has been identified, and the team is working on implementing a fix.
- resolved Jan 06, 2026, 01:25 AM UTC
This incident has been resolved.
Minor December 10, 2025 Delay in knowledge article updates 3h 7m AI Agent
Started Dec 10, 2025, 09:15 PM UTC· resolved Dec 11, 2025, 12:22 AM UTC
- investigating Dec 10, 2025, 09:15 PM UTC
We're investigating a delay in knowledge article updates. Customers may notice that updates to their knowledge articles are not picked up immediately by their ai agent. Articles referenced by ai agents may be out of date if they have been updated recently.
- investigating Dec 10, 2025, 10:08 PM UTC
We are continuing to investigate this issue.
- investigating Dec 10, 2025, 10:59 PM UTC
We are continuing to investigate the issue. We're seeing improvements in the delay and will continue to monitor
- investigating Dec 10, 2025, 11:43 PM UTC
We are continuing to investigate the issue. We are continuing to monitor as the delay improves.
- investigating Dec 11, 2025, 12:15 AM UTC
We are continuing to investigate and monitor the issue.
- resolved Dec 11, 2025, 12:22 AM UTC
The issue with a delay in the knowledge articles updating has been resolved and regular update cadence has been re-instated. Our team will continue to monitor the fix. We’re sorry for the impact of this issue and appreciate your understanding.
Minor December 10, 2025 Conversations update are delayed in conversation view 45m Dashboard
Started Dec 10, 2025, 05:19 AM UTC· resolved Dec 10, 2025, 06:05 AM UTC
- investigating Dec 10, 2025, 05:19 AM UTC
Some customers may see delays in conversation view updates. We are investigating the issue now.
- resolved Dec 10, 2025, 06:05 AM UTC
This incident has been resolved.
Major December 9, 2025 Investigating issues with Playbooks 1h 12m AI Agent
Started Dec 09, 2025, 12:20 AM UTC· resolved Dec 09, 2025, 01:33 AM UTC
- investigating Dec 09, 2025, 12:20 AM UTC
Some customers are experiencing issues with our Playbooks Feature. This is affecting chatters interacting with Ada bots by Playbooks failing to respond. We’re aware of the issue and our team is actively working on getting everything back to normal. We're sorry for the inconvenience this causes. We will continue to share status updates every 30 minutes.
- investigating Dec 09, 2025, 12:52 AM UTC
We are continuing to investigate the issue. We have identified that Playbook step retrieval is failing for chatters.
- identified Dec 09, 2025, 01:09 AM UTC
The Playbooks issue has been identified and we are working on a fix.
- resolved Dec 09, 2025, 01:33 AM UTC
This incident has been resolved.
Major December 1, 2025 Investigating issues with Ada Dashboard Conversations View in US 11h 17m Dashboard
Started Dec 01, 2025, 04:59 PM UTC· resolved Dec 02, 2025, 04:17 AM UTC
- investigating Dec 01, 2025, 04:59 PM UTC
Some customers are currently experiencing issues accessing or using conversations view the Ada Dashboard. This issue impacts Dashboard users only — end users interacting with your AI agents remain fully unaffected. Our team is aware of the disruption and is actively working to restore normal functionality as quickly as possible. We apologize for the inconvenience this may cause.
- investigating Dec 01, 2025, 05:29 PM UTC
We are continuing to investigate the issue
- investigating Dec 01, 2025, 05:59 PM UTC
We are continuing to investigate the issue
- investigating Dec 01, 2025, 06:31 PM UTC
We are continuing to investigate the issue
- investigating Dec 01, 2025, 07:03 PM UTC
We are continuing to investigate the issue
- investigating Dec 01, 2025, 07:59 PM UTC
We are continuing to investigate the issue
- investigating Dec 01, 2025, 08:35 PM UTC
We are continuing to investigate the issue
- investigating Dec 01, 2025, 09:05 PM UTC
We are continuing to investigate the issue
- investigating Dec 01, 2025, 09:35 PM UTC
We are continuing to investigate the issue
- investigating Dec 01, 2025, 10:01 PM UTC
We are continuing to investigate the issue
- investigating Dec 01, 2025, 10:31 PM UTC
We are continuing to investigate this issue.
- investigating Dec 01, 2025, 11:03 PM UTC
We are continuing to investigate this issue.
- investigating Dec 01, 2025, 11:41 PM UTC
We are continuing to investigate this issue.
- investigating Dec 02, 2025, 12:07 AM UTC
We are continuing to investigate this issue.
- investigating Dec 02, 2025, 12:37 AM UTC
We are continuing to investigate this issue.
- investigating Dec 02, 2025, 01:08 AM UTC
We are continuing to investigate this issue.
- investigating Dec 02, 2025, 02:05 AM UTC
We are continuing to investigate this issue.
- monitoring Dec 02, 2025, 02:48 AM UTC
Some customers may continue to see delays in conversation view updates. Our team has made progress and data is steadily catching up. We expect recovery to continue gradually through tomorrow. Thank you for your patience while we work to restore full performance.
- resolved Dec 02, 2025, 04:17 AM UTC
This incident has been resolved.