Ticketing System Performance Issues

Incident is resolved

Hello, We’re currently seeing performance issues with our third-party ticketing system. The issue is currently being investigated to reach a resolution ASAP. We’ll provide further updates as they come. [UPDATE 12:03 PM CDT] We’re beginning to see performance improvements and our third-party ticketing system is working further to improve stability. [UPDATE 1:08 PM CDT] At more »

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ZenDesk is Inaccessible

Incident is resolved

Hello, We are seeing errors in our ZenDesk Ticketing System which affects our ability to view and respond to tickets as well as a customers ability to create a ticket or respond to a ticket. We have contacted ZenDesk to report the issue and they are investigating their service now. You can chat with us more »

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Ticketing System Degradation

Incident is resolved

[Update 6:20pm CDT] Thank you for your patience. The performance degradation with our ticketing system has been resolved. If you’re still experiencing issues when trying to view tickets at http://help.wpengine.com, please reach out to Support via phone or chat. [UPDATE 4:31pm CDT] We’ve seen an improvement in performance on our ticketing system, but we’re still more »

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Ticketing System Degradation

Incident is resolved

Currently our 3rd party ticketing system is experiencing a degradation of service which may impair viewing, creating or responding to tickets. Please use our chat or phone support if you need to reach out to support during this time. We will update this page with more information as it becomes available. [UPDATE 8:55 AM CT] more »

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Large Internet Disruption Impacting WP Engine Services

Incident is resolved

UPDATE 2:23 PM CT: We are still seeing the issues outlined below impacting WP Engine and our support services. You may be seeing issues with LiveChat, our ticketing system, or the User Portal (including purchasing SSL certificates). As soon as we have an additional update available, we will provide it as soon as possible. Thank more »

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Intermittent Connectivity with Ticket System

Incident is resolved

3:44pm CDT – Resolved – This issue has been resolved. Our ticketing system should now be fully functional.   2:24pm CDT – Update – We are still working to resolve this matter with ZenDesk.  Thank you for your patience.   Hello, We are experiencing issues with our 3rd party Ticketing system provider, we are reaching out more »

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Ticket Support Intermittent Issues

Incident is resolved

[Update]  The issues with our ticketing system are resolved. Ticket creation in User Portal should be normal. Our engineers have discovered an issue with our ticketing system which may make ticket creation difficult.  Please call in if you need support right away or if you are unable to create a ticket.

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Intermittent Ticketing Issues

Incident is resolved

Currently our 3rd party ticket submissions system is encountering intermittent connection issues. If you have a support request we encourage you to utilize our live chat from the user portal (my.wpengine.com) at this time.   [Update 12/17/2015 – 8:05am US Central] – Ticketing issues appear to be clearing up at this time but we still more »

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Internet Issues at WP Engine Headquarters

Incident is resolved

Hello, We are experiencing internet issues at our headquarters in Austin TX, as such we are initiating our procedures to disperse our support teams to continue serving our customers. We have no internet issues in our San Antonio, TX office and that team is continuing to serve customers. We appreciate your patience as we bring more »

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Intermittent Connectivity with Ticket System

Incident is resolved

Update 10:45am Central: The Ticketing system is now fully functional, we apologize again for any inconvenience this has caused. Hello, We are experiencing issues with our 3rd party Ticketing system provider, we are reaching out to them to investigate. Until then please utilize our Live Chat option through the User Portal at https://my.wpengine.com. We apologize more »

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