Changes / Braze / Delays in Support Case Creation via Email
Braze: Major incident: Delays in Support Case Creation via Email
Summary
Braze reported a major support-email degradation from 2026-04-08 19:05 UTC to 2026-04-08 21:49 UTC, lasting 2 h 43 min: new cases and replies were not processed. Braze attributed the issue to a Google Workspace incident and also reported Salesforce Email-to-Case issues. Processing resumed; support was clearing the backlog, with the Support Portal offered as an alternative.
Machine-written from the diff below (Sol; type: incident degradation). Check the diff before relying on it.
Major incidentLabel: degradation (model (Jev), 46%)Changed Detected Source: stspg.io (opens in new tab)
What changed
Before: not present
After: Delays in Support Case Creation via Email
Before: not present
After: major
Before: not present
After: resolved
Before: not present
After: 2026-04-08 19:05 UTC
Before: not present
After: 2026-04-08 21:49 UTC
Before: not present
After: Braze Support Services, Global Services - Braze Support Services
Before: not present
After: We are currently experiencing an issue where cases sent to support@braze.com may not be created as expected.
Our team is actively investigating the issue. In the meantime, if you require assistance, please submit your request via the Braze Support Portal or reach out to your Customer Success Manager.
We will provide an update as soon as more information becomes available.
Before: not present
After: We have identified the root cause of the issue is Google Workspace incident (https://www.google.com/appsstatus/dashboard/incidents/224ozRqzW4sFBDK8hLnT). This is causing delays in emails being sent and received.
Before: not present
After: We are continuing to investigate this incident. Both Google Workspace and Salesforce's Email-to-Case functionality are reporting issues related to the processing of email.
New cases created by emailing support@braze as well as responses on existing cases are not being processed.
In the meantime please submit your request by clicking "Get Help" in the top-right corner of your Braze workspace. Alternatively, your CSM may also be able to support.
Before: not present
After: We have begun receiving responses in cases that were delayed by this incident. Case creation via email is now being processed. Support is actively working through the backlog of requests and follow-ups created during the disruption.
Before: not present
After: The issue affecting email processing for support cases has been resolved.
New cases sent to support@braze.com and replies to existing cases are now being processed as expected. Our Support team is actively working through the backlog of requests created during the disruption.
Thank you for your patience while we worked through this.
First version of this incident archived by Rewindex. View the live incident (opens in new tab).
History of this incident
| When (UTC) | Change | Kind |
|---|---|---|
| Major incident: Delays in Support Case Creation via Email (this change) Braze reported a major support-email degradation from 2026-04-08 19:05 UTC to 2026-04-08 21:49 UTC, lasting 2 h 43 min: new cases and replies were not processed. Braze attributed the issue to a Google Workspace incident and also reported Salesforce Email-to-Case issues. Processing resumed; support was clearing the backlog, with the Support Portal offered as an alternative. | Major incident |