Post mortem
What happened: We received a report of old integration comments surfacing on stale requests at 13:39 UTC today, after investigation, and until the fix was shippe (between 2026-07-29 13:30:08 UTC to 2026-07-29 15:12:06 UTC) a handful of customers were impacted.
Why it happened: following a sync-configuration update on our ticketing integrations (Jira, Intercom…), our synchronization provider re-delivered historical comments from your tickets. Some of these old comments were re-imported as new messages on the affected requests, specifically on customers that had previously removed / re-plugged their ticketing integration.
What we did: A fix has been shipped live shortly after: historical comments can no longer be re-imported as new messages, and the import pipeline is now protected against this kind of re-delivery. We've also run a cleanup of the duplicated data.
We'll contact the affected customer shortly with final number on affected imported messages.
We're sorry for the inconvenience.
Resolved
Post mortem
What happened: We received a report of old integration comments surfacing on stale requests at 13:39 UTC today, after investigation, and until the fix was shippe (between 2026-07-29 13:30:08 UTC to 2026-07-29 15:12:06 UTC) a handful of customers were impacted.
Why it happened: following a sync-configuration update on our ticketing integrations (Jira, Intercom…), our synchronization provider re-delivered historical comments from your tickets. Some of these old comments were re-imported as new messages on the affected requests, specifically on customers that had previously removed / re-plugged their ticketing integration.
What we did: A fix has been shipped live shortly after: historical comments can no longer be re-imported as new messages, and the import pipeline is now protected against this kind of re-delivery. We've also run a cleanup of the duplicated data.
We'll contact the affected customer shortly with final number on affected imported messages.
We're sorry for the inconvenience.
Monitoring
The fix is currently being pushed
Identified
After thorough investigation the blast radius has been identified to only a handful of customers, you should receive a message shortly after the fix is pushed explaining the impact.
A fix is being pushed shortly to avoid those conditions occurring again - we'll also run a cleanup of the few affected requests (~80).
Important: no data was lost or exposed. The re-imported messages came from your own tickets and were only ever visible to people who already had access to the requests in question. Unfortunately, Slack notifications that were already sent cannot be recalled.
Identified
We are investigating an issue of old Zendesk/Intercom/Jira messages from existing Siit threads being re-imported following a fix we recently pushed.
This issue only affects messages with attachments, we are working on a fix and we'll keep you update.
