Summary
On August 26, 2025, a deployment at 10:32 AM CEST caused a complete outage of the TrustPilot queue service, preventing agents from opening TrustPilot conversations in the agent interface. The incident was detected by Customer Support 20 minutes after deployment and resolved through a rollback at 11:30 AM CEST. Total downtime was 58 minutes, with a high impact on TrustPilot customer service operations.
Timeline
- 10:32 CEST - Image deployment initiated
- 10:52 CEST - Customer Support (CS) identified the TrustPilot queue service outage and notified the engineering team
- 11:30 CEST - Changes rolled back, service restored
Total Duration: 58 minutes
Root Cause
The incident was caused by a deployment that contained changes incompatible with the TrustPilot queue service functionality.
Impact
- TrustPilot Conversations could not be opened in the agent interface
- Complete disruption of TrustPilot queue operations
- Agent workflow interruption for TrustPilot-related customer inquiries
Resolution
Immediate Resolution:
- The engineering team executed a rollback of the deployed changes at 11:30 AM CEST
- Service functionality was restored following the rollback
- TrustPilot queue operations returned to normal
Prevention Measures:
- Expand integration test coverage for all third-party services
- Implement automated health checks and alerting for critical service dependencies