Zanda - Multiple support emails going out to customers – Incident details

We identified an issue where a large number of customers received repeated copies of our support survey email titled “Was our support spot on—or not?”. In some cases, the message was sent dozens or even hundreds of times within a short period.

This was caused by a recent internal workflow update, which unintentionally triggered survey emails for previously excluded support conversations. Although this appeared similar to a past issue, the root cause was different. We addressed the previous incident at the time, and this new event occurred due to an unrelated change.

There was no data or security risk involved. The issue was limited to email volume and has now been resolved. All affected workflows have been disabled, and we’re reviewing our processes to prevent this from happening again.

We’re sorry for the disruption and appreciate your patience.