Delays in email deliveries to @gmail.com mailboxes

Incident Report for tawk.to

Resolved

We're no longer seeing general issues delivering to gmail based domains. If you are still seeing issues, please contact us in live chat or at support@tawk.to
Posted Dec 29, 2023 - 15:37 UTC

Update

General deliveries to gmail are back to normal. We continue to monitor the situation and work with a handful of affected property owners who still are seeing issues.
Posted Dec 28, 2023 - 18:44 UTC

Update

Through continued efforts of our engineers, we have narrowed down the issue to a handful of affected sender domains and we're continuing to work with affected property owners on solution on a case-by-case basi
Posted Dec 27, 2023 - 18:41 UTC

Monitoring

We are starting to slowly roll out new sender domain for transactional emails as we continue work on improving our sender reputation.
Posted Dec 18, 2023 - 07:49 UTC

Update

Our engineers are working to establish a new sender domain for transactional emails such as tickets. By doing so we are looking to separate sender reputations for notifications and transactional emails.
Posted Dec 10, 2023 - 08:18 UTC

Update

Our engineers have updated handling of DMARC records to help improve and separate reputation of individual property specific sender domains.
Posted Nov 22, 2023 - 05:15 UTC

Update

We're still experiencing heavy rate-limiting when sending to GMail based domains and GMail itself. Our engineering team is in contact with our google account managers looking for potential solutions. In the mean time we're restricting deliveries of chat transcript emails to @gmail.com domains to prioritize ticket deliveries
Posted Nov 17, 2023 - 18:27 UTC

Update

We've deployed additional outbound email servers to increase sending capacity
Posted Nov 17, 2023 - 17:48 UTC

Update

Our team has identified source of large volume of unsolicited emails being generated that caused queue buildup.
Offending senders have been suspended indefinitely and pending emails form those senders has been dropped from outbound email queue.
Posted Nov 17, 2023 - 09:13 UTC

Identified

We've identified issue in our email infrastructure that is causing deliveries to @gmail.com domains to be delayed
Posted Nov 17, 2023 - 08:39 UTC
This incident affected: Ticketing and Emails.