# 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, sol)_
- Kind: Major incident · Label: degradation (model (Jev))
- Changed: 2026-04-08 19:05 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/71r91z3jcssq](https://stspg.io/71r91z3jcssq)
- [Company: Braze](https://rewindex.com/company/braze.md)
- Versions: before (none: first archived) → after incident\_version:236/r94vq8sh1jbm@c2add8cf3137
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Delays in Support Case Creation via Email
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-04-08 19:05 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-04-08 21:49 UTC
```

**6. Added: Affected components**

```diff
+ Braze Support Services, Global Services - Braze Support Services
```

**7. Added: Update** (investigating) · 2026-04-08 19:05 UTC

```diff
+ 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.
```

**8. Added: Update** (identified) · 2026-04-08 19:44 UTC

```diff
+ 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.
```

**9. Added: Update** (identified) · 2026-04-08 20:34 UTC

```diff
+ 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.
```

**10. Added: Update** (monitoring) · 2026-04-08 21:27 UTC

```diff
+ 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.
```

**11. Added: Update** (resolved) · 2026-04-08 21:49 UTC

```diff
+ 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.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-04-08 19:05 UTC | Major incident: Delays in Support Case Creation via Email (this change) | degradation |

All Braze changes: [timeline](https://rewindex.com/company/braze/changes.md)
_Diff excerpts are shown on normalized text: dates, counters and tokens appear as ‹date›, ‹count›, ‹tok›; noise-only edits are hidden. Rewindex shows the changed passages, not a copy of the page._


---
Canonical: https://rewindex.com/change/id87a885c87eabb · Markdown: https://rewindex.com/change/id87a885c87eabb.md · JSON: https://rewindex.com/api/v1/changes/id87a885c87eabb · Generated 2026-10-18T01:52:53.852Z