Spiceworks Status

Cloud Help Desk - Some emailed ticket responses aren't added to ticket

Monitoring - A new fix has been implemented and we're monitoring to verify its effects.
Sep 16, 2022 - 07:42 CDT

Identified - The source of the issue has been identified and a fix is being worked up.
Sep 15, 2022 - 07:34 CDT

Investigating - REOPENED: We have reports that some emails don't make it to the cloud help desk to update tickets. The development team are looking into the cause.
Sep 13, 2022 - 11:23 CDT

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Sep 16, 2022

Unresolved incident: Cloud Help Desk - Some emailed ticket responses aren't added to ticket.

Sep 15, 2022

Sep 14, 2022

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Sep 13, 2022

Sep 12, 2022

Cloud Help Desk - Emailed ticket responses aren't added to ticket

Resolved - Between 18 Aug, 2022 and 30 Aug, 2022, reply notifications that included a custom footer did NOT include the text "Reply above this line to add a comment."

This caused the reply to be improperly parsed, assumed to be an automatic reply, and dropped.

There's not a way to retroactively fix notifications that have already been sent, so it's expected that as these older notifications "age out", the issue will naturally resolve.

As always, email support@spiceworks.com with any questions about this.
Sep 12, 11:10 CDT

Investigating - Prior update was for another incident, this issue is still being investigated, apologies for the notifications.
Sep 9, 10:40 CDT

Identified - This issue is only affecting organizations that configured a custom email footer. A fix is being tested to resolve.
Sep 9, 10:26 CDT

Investigating - We have reports that some emails don't make it to the cloud help desk to update tickets. The development team are looking into the cause.
Sep 2, 10:03 CDT