Last night we pushed out some changes which ended up breaking the submission process for support tickets when on a UserVoice site. Users would have gone to your UserVoice site (like demo.uservoice.com), clicked “contact support”, typed in a message, hit send, and simply seen a white screen. None of those submissions made it into their intended Helpdesk inboxes. This did not affect ticket submission via email or widget. And thank goodness for small blessings: this happened during the period of the day where UserVoice sites see the least traffic.
The issue was resolved early this morning by our Raleigh team. Unfortunately, there was no way to retrieve the lost messages as they never made it into any sort of database.
The worst type of issue we can introduce is one that prevents customers from sending you support tickets, and we're not pleased that this occurred. One of the things we're proud of at UserVoice is that we can move so fast to bring you new features and bug fixes. Unfortunately, this also means that we're more likely to introduce issues. It's a delicate balance and we will be reassessing our balance between quick movement and QA in the coming weeks.
If you have any questions or concerns, please let us know.
Head of Community, UserVoice