Resolved after 32 minutes, on December 18, 2025.
**Root Cause** A critical incident occurred due to a strategic update aimed at resolving security issues related to email feature. This incident affected key processes, including Integrations and AI automations, leading to failures in customer workflows. **Resolution** To resolve the issue, the team had to reverse the changes and execute a script to restore user accounts. This action was necessary to ensure the stability and functionality of the affected users. **Action Plan** * Future actions include setting up alerts for agent requests and specific error codes * Understanding the limitations of current alerts to be more proactive on this scenarios * Improve tests scenarios for cacth error previously
Update timeline
- investigating Dec 18, 2025, 03:00 PM UTC
We identified that some personal acess token are experience some issue, we already working on this fix
- investigating Dec 18, 2025, 03:29 PM UTC
The team is working on script to running to the personal accounts that did not log in for the past 90 days
- resolved Dec 18, 2025, 03:33 PM UTC
This incident has been resolved.
- postmortem Dec 18, 2025, 08:32 PM UTC
**Root Cause** A critical incident occurred due to a strategic update aimed at resolving security issues related to email feature. This incident affected key processes, including Integrations and AI automations, leading to failures in customer workflows. **Resolution** To resolve the issue, the team had to reverse the changes and execute a script to restore user accounts. This action was necessary to ensure the stability and functionality of the affected users. **Action Plan** * Future actions include setting up alerts for agent requests and specific error codes * Understanding the limitations of current alerts to be more proactive on this scenarios * Improve tests scenarios for cacth error previously
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