PSA Service Degradation

Update timeline

1. investigating Aug 11, 2026, 10:06 AM UTC

   We are currently investigating an issue affecting the PSA service. Customers may experience degraded performance, including delays when loading and updating tickets, intermittent failures when updating ticket status, issues with inbound email ingestion, and delays or failures when sending outbound ticket comments. Our team is actively investigating the issue and working to restore normal service. We will provide further updates as more information becomes available.

2. investigating Aug 11, 2026, 10:45 AM UTC

   Update: Azure Service Bus Identified as Cause of Connection Issues Following up on our previous notice, our engineering team has isolated the root cause of the intermittent connection drops to our Azure Service Bus infrastructure. Current Status: Active Mitigation & Troubleshooting Impact: Continued connectivity drops and message timeouts due to the underlying Azure service performance. Next Steps: Our team is currently in communication with the Microsoft team

3. resolved Aug 11, 2026, 11:28 AM UTC

   Azure Service Bus Connectivity Issues We’re pleased to confirm that the connectivity issues affecting the PSA service have been resolved. Current Status: Resolved Impact: Intermittent connectivity drops, message timeouts, and related delays have returned to normal. Our engineering team has continued to monitor the service and has confirmed that the system is operating normally.