WhatsApp: Unexpected Ticket Activity

Between 4:30 PM and 8:00 PM UTC on August 10th, some customers using the WhatsApp integration saw unexpected ticket behavior. New tickets were created with older messages, and some previously closed tickets reopened with older messages added to them, which in some cases produced duplicates.

Current status:

The underlying issue is resolved and normal WhatsApp message processing has resumed. We are investigating the billing impact for affected accounts.

Impact:

• Closed WhatsApp tickets reopened unexpectedly, with older messages added to them.
• Some accounts may have had new or duplicate tickets created during the affected window.
• Ticket counts during that period may have been inflated, which could affect billing. We are reviewing this.

What to know:

We did not close or merge affected tickets ourselves. Deciding which ticket to keep depends on your workflow, and we can't make that call for you. Some merchants have also already cleaned up the data on their end, so running an automated cleanup risked overwriting changes you'd made or leaving you with a state you didn't want.

Use the filters below to find the duplicated and newly created tickets, then bulk-close them as appropriate.

How to identify affected (duplicated/created) tickets:

Apply these filters in your helpdesk. All times are UTC, so convert to your helpdesk timezone:

• Channel: WhatsApp
• Created before: August 10, 2026 at 20:30 UTC
• Created after: August 10, 2026 at 16:00 UTC
• Last shopper message received: between July 23, 2026 at 17:00 UTC and August 10, 2026 at 18:00 UTC
• Status: Open (or other status filters relevant to your workflow)

Billing:

We are working to remove the tickets created by this incident from your billing. We will follow up once this is complete.

The WhatsApp ticket issue that occurred on August 10th between 4:30 PM and 8:00 PM UTC is now fully resolved.

What happened:

A replay of WhatsApp webhooks caused older messages to be imported, which resulted in closed tickets reopening and, in some cases, duplicate tickets being created.

Billing:

Billable tickets created as a result of this incident have been removed from affected merchants' billing counts. Please note that billing corrections may take a bit of time to reflect in your account. Merchants who were already charged before this correction was applied will receive a refund in the following days — our team will reach out as needed.

What's next:

A public post-mortem detailing the root cause, impact, and steps taken to prevent recurrence will be published by tomorrow, August 13th, at the latest.

We sincerely apologize for the disruption this caused to your workflows. Thank you for your patience.