This issue should now be resolved, but we are continuing to monitor this closely, to make sure that the updates we made to a number of services have addressed the root cause. If you do notice anything else unexpected, please reach out to Support via firstname.lastname@example.org
. Thank you for your patience while we investigated this.
Feb 15, 15:32 PST
Our engineering team have been investigating this and have made some changes to a number of services to help rectify this. We are monitoring it still, and hope to see improvements moving forward.
Feb 15, 14:48 PST
Our Engineering team are continuing to investigate the cause of updates not immediately displaying within cases as a high priority. Thank you for your patience.
Feb 15, 13:44 PST
Our team is continuing to investigate the underlying issue.
We have received a few reports that this is happening in Classic Agent as well, so we're looking at both Agent Desktops.
Feb 15, 12:21 PST
We're looking into some reports of cases not showing updates your Agents have made to them, including replies to customers, changes to labels and custom fields, and notes.
It appears to only affect Next Gen Agent, but we are looking into the issue further.
Feb 15, 11:52 PST