What happened?
On January 27 at 22:38 UTC, we identified an issue with directing links to Incoming Feedback responses. Accessing such a link would display an “Unavailable” message.

Why did this issue occur?
Earlier on January 27, one of Hotjar engineers introduced a change retiring an endpoint involved in directing the hyperlink to the correct Incoming Feedback response in the Hotjar application. Without this endpoint, users would see a message stating the item was unavailable. We have changed how we’re handling the hyperlinks, and all existing links now correctly lead to the associated response.

What will we do to prevent this from happening in the future?
The incident has uncovered a gap in our automated tests that we will patch in the coming weeks. We are also improving our process and documentation relating to endpoint retirement to prevent similar issues from occurring in different parts of the Hotjar application in the future.