Previous incidents

Resolved: Between 07:08 and 07:28 MMT, the agent service lost its database connection. Chats, scheduled tasks and background deliveries could fail during this time. We finished a pending database migration and the service is running normally again. Tasks that failed in that window may need to be retried. We're sorry for the disruption.

We have identified the root cause of the issue and the services will return to normal.

Postmortem: Desk sandbox failures and stuck conversations

We investigated reports of file and command tools returning “Sandbox is unavailable” and conversations repeatedly showing “An agent is already running on this thread.”

Affected users could not complete tasks requiring computer access. Some conversations also rejected follow-up messages.

The sandbox failure came from how we handled Desk startup. Installing the Desk’s preset Node or Python dependencies was treated as a requirement...

We have identified the root cause of the issue and the hot fix has been deployed to production. Thanks for your patience.