Is DigitalGenius Down?

This incident has been resolved. Dashboard logins and ticket analytics have been working normally in both the EU and US regions since 17:36 GMT on 29 October. --- [2026-10-29T18:39:36.974+00:00] (monitoring) The DNS caches in our hosting environment have now refreshed in both the EU and US regions, and we have seen no related errors since 17:36 GMT. We are monitoring to confirm the issue is fully resolved. If a login still returns you to the sign-in page, please retry and contact support if it persists. --- [2026-10-29T15:27:13.700+00:00] (identified) We are still seeing intermittent dashboard login failures and ticket analytics errors in both the EU and US regions. These are caused by DNS caches in our hosting environment that have not yet refreshed after this morning's fix. Retrying the login usually works. --- [2026-10-29T14:36:24.306+00:00] (identified) Following this morning's DNS incident, some users may still see intermittent dashboard login failures, where the login returns to the sign-in page, or errors loading ticket analytics. This is caused by DNS caches that have not yet refreshed. Retrying the login usually resolves it. We are working to fully resolve this and will post another update within 60 minutes.

This incident is resolved. Between 09:40 and 11:40 GMT, the dashboard, login and chat widget were unavailable for many users because of a DNS issue affecting the digitalgenius.com domain. Ticket processing through helpdesk integrations was not affected. We apologise for the disruption. --- [2026-10-29T11:37:11.132+00:00] (monitoring) A fix has been applied. The dashboard, login and chat widget are recovering as DNS changes propagate. Some users may continue to see errors for a short time. We are monitoring. --- [2026-10-29T11:34:17.826+00:00] (monitoring) A fix has been applied. The dashboard, login and chat widget are recovering as DNS changes propagate. Some users may continue to see errors for a short time. We are monitoring. --- [2026-10-29T10:43:17.521+00:00] (identified) We have identified a DNS issue affecting the digitalgenius.com domain. Since approximately 09:40 GMT, the DigitalGenius dashboard (EU and US) may fail to load or may not let you log in, and the chat widget may fail to load on customer websites. Because of DNS caching, some users are affected while others are not. Ticket processing through helpdesk integrations and the DigitalGenius API are not affected. We are working on a fix and will post another update within 30 minutes. If status.digitalgenius.com does not load, this page is also available at https://digitalgenius.statuspage.io.

Between 10:00 and 10:12 BST (09:00–09:12 UTC), a fault in AWS Key Management Service in eu-central-1 caused a small share of requests in our EU region to fail intermittently. During that window, some incoming automation triggers (for example Zendesk triggers and Dixa or Gladly webhooks) and API calls were rejected, so those automations did not start. Some automations that were already running failed at steps that call an integration. Errors stopped at 10:12 BST and have not recurred. Our US region was not affected. Tickets whose automation trigger was rejected during this window may not have been processed automatically. --- [2026-10-19T11:23:05.644+01:00] (identified) Since 09:00 UTC (10:00 BST), some automations in our EU region are failing at steps that call an integration through a saved connection. The cause is an issue at AWS: in the eu-central-1 region, its Key Management Service, which we use to decrypt stored connection credentials, is returning errors. AWS is investigating. Our US region is not affected. We'll post another update within 60 minutes.