Updates


Update 12:14

All system operational. All accounts are fully restored.

Update: 9:14 AM

Application has restarted.
All cases are being re-indexed. This will take about 3 hours.

Check: Application
Date: May 20, 2017, 7:08 a.m.
Server: login.casengo.com
Check Type: HTTP(S)

Total Downtime: 3h 0m 1s

Update: 9:08 AM
We've deployed the new version. Starting to index all cases.

Update: 8:41 AM
Servers are currently being upgraded.

Update: 6:00 AM
Stopping all severs and starting the data migration.

We're going to release Teams this Saturday (May 20, 6AM GMT+2). It will take about 3 hours to update the servers and another 3 hours to index all cases. Your conversations will be stored and retrieved after the servers are restarted.

If you want to stay in the loop you can sign up for email updates or come back at this page to read the latest news.

If you have any questions please email us: support@casengo.com.

Learn more about teams here: https://www.casengo.com/teams.

This page will be updated when we have news.

Some of our customers reported the following issues (around 06:30AM CET):

  • Agents couldn’t log in;
  • Visitors couldn’t see any FAQ Articles;
  • Agents couldn’t use Quick Replies

At 7:15AM CET the login issue was resolved.

At 10:00AM CET the FAQ and Quick Replies issue was resolved. All active agents were notified in-app about a necessary downtime of 5 minutes to fix the issue.

Update: 11 August 2016

After investigation of the issues above, we found out that an upgrade of our server-provider AWS caused the deployment process to slow down considerably. (Even though the upgrade should’ve speeded things up.) In collaboration with AMS we made sure these issues will never happen again.

Update 16:43 (GMT +2)

Services have started and Casengo is accessible.

Update 16:15 (GMT +2)

Migration has been completed. Reconnecting and starting the system.

Update 15:10 (GMT+2)

Update is still in progress.

Update 14:01 (GMT+2)

Amazon Database is now upgraded with the latest update. After this update the maintenance is completed. Expected next update 1.0 hr.

Update 13:09 (GMT+2)

First of two phases successfully released. We are currently testing and will move to the last phase of the upgrade soon. Expected next update 1.0 hr.

Update 12:00 (GMT+2)

The replica has been made. We are now proceeding with the migration. Estimated time 1.0 hr for next update.

Update 10:06 (GMT+2)

Amazon is taking longer than expected to make a replica of the database. Expected time to completion is 1.5 hr.

Maintenance

For an even more reliable (and possibly faster) Casengo, our hosting partner (Amazon Web Services) has planned to upgrade our database.

This upgrade will take place on Sunday June 12th, starting at 9 CET (GMT+2). During this time, you’ll likely experience some downtime. (The total estimated downtime is around 2 hours.)

We know this is short notice, but because the upgrade has to take place as soon as possible, we’ve looked for the time when the fewest of our customers are active. And Sunday morning is the best option.

During this upgrade, you can follow this page for the latest status.

Improvements

  • New WhatsApp and chat notifications will disappear as soon as someone else has picked up the case. This makes sure that agents do not open a case that is already worked on by another agent and will lead to less frustration.
  • If you are in a case that a colleague is working on, you will automatically get access to the case once the colleague leaves it. This means, you no longer have to refresh the case to claim it.
  • You can now disable the standard ‘Start a chat’ message at the bottom of all outgoing email messages.
  • We now support long TLD (Top Level Domains) like domain.management and domain.marketing.

Bug fixes

  • Inside each case, the number of related cases (displayed by ‘Contact cases’) now shows the correct count.
  • Links in the chat widget to FAQ articles are now displayed correctly.

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Casengo's product owner Ernst posts updates regarding the Casengo application.


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