# Sinch: Customer Support - Ticketing System

> Sinch reports a major outage in its Customer Support ticketing system. Email parsing into the ticketing system does not work, and this affects Customer Support and Dashboard.sinch.com - Customer Support. Sinch identified the issue and states that it ties to a larger ongoing issue with Microsoft services. As a workaround, raise tickets via the portal at support.sinch.com.

- Provider: [Sinch](https://outages.live/sinch.md)
- Type: Incident
- State: identified
- Worst impact: Major outage
- Started: 2026-11-12 19:14 UTC
- Components: Customer Support, Dashboard.sinch.com - Customer Support
- Official update: https://stspg.io/c43mq3srwcgt

## Updates from Sinch

### identified, 2026-11-12 19:42 UTC

The issue has been identified and is tied to a larger ongoing issue with Microsoft services.

### investigating, 2026-11-12 19:39 UTC

We are currently experiencing an issue with parsing emails into our ticketing system. Impact: Customers may experience delayed or missing responses from support. As an alternative in the meantime, please raise all tickets via our ticketing portal at support.sinch.com.

### identified, 2026-11-12 19:36 UTC

The issue has been identified and is tied to a larger ongoing issue with Microsoft services.

### investigating, 2026-11-12 19:15 UTC

We are currently experiencing an issue with parsing emails into our ticketing system. Impact: Customers may experience delayed or missing responses from support. As an alternative in the meantime, please raise all tickets via our ticketing portal at support.sinch.com.