# Pendo: Major incident: Pendo Chatbot not operational in the Resource Center

**Summary:** Pendo’s Resource Center chatbot was unavailable, preventing customers from opening support tickets in Pendo; the vendor rated the impact major. The incident ran from 2025-05-14 14:11 UTC to 2025-05-14 17:21 UTC (3 h 10 min). Pendo reinstated the Support ticket form and later reported implementing a fix that restored the bot’s operation. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2025-05-14 14:11 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/qx301stdcsjx](https://stspg.io/qx301stdcsjx)
- [Company: Pendo](https://rewindex.com/company/pendo.md)
- Versions: before (none: first archived) → after incident\_version:56/497zh4wmmty9@345d1f662fbf
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Pendo Chatbot not operational in the Resource Center
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2025-05-14 14:11 UTC
```

**5. Added: Resolved time**

```diff
+ 2025-05-14 17:21 UTC
```

**6. Added: Affected components**

```diff
+ Other
```

**7. Added: Update** (investigating) · 2025-05-14 14:11 UTC

```diff
+ On Tuesday May 13, around 6pm ET, Pendo’s Chatbot experience was not operational within the Resource Center and customers were not able to open support tickets in Pendo. As of 8:45am ET, Pendo reinstated our Support ticket form within the Resource Center. We are working with our vendor to fix this issue as soon as possible. If you are attempting to open a support ticket, you can do so through the Resource Center or through the support form here: https://support.pendo.io/hc/en-us/requests/new?tf_11000346850203=knowledgebaseHelpArticle
```

**8. Added: Update** (monitoring) · 2025-05-14 15:06 UTC

```diff
+ The issue has been identified and a fix has been implemented and our bot is fully operational. We will continue to monitor the issue with our vendor to ensure full functionality.
```

**9. Added: Update** (resolved) · 2025-05-14 17:21 UTC

```diff
+ This incident has been fully resolved.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2025-05-14 14:11 UTC | Major incident: Pendo Chatbot not operational in the Resource Center (this change) | outage |

All Pendo changes: [timeline](https://rewindex.com/company/pendo/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._


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Canonical: https://rewindex.com/change/ie901e018ccf9b1 · Markdown: https://rewindex.com/change/ie901e018ccf9b1.md · JSON: https://rewindex.com/api/v1/changes/ie901e018ccf9b1 · Generated 2026-10-18T02:31:35.834Z