On June 17th at 9:55AM UTC our engineers identified an issue with Incoming Feedback creation not functioning properly for some users.

What happened?

Hotjar rolled out a Slack integration, where Incoming Feedback responses can be sent directly to Slack. This caused a temporary issue where an error was returned by the server when a user created a Incoming Feedback widget. The widget would still be created, but due to the error the interface wouldn't reflect this.

Why did this issue occur?

A misconfiguration in the API endpoint that handled the creation of Incoming Feedback widgets tried to always find a Slack integration. When a Slack integration wasn't found an error was thrown.

What will we do to prevent this from happening in the future?

An internal postmortem was held and it was identified that some stricter testing guidelines - both for automated tests, as well as manual - needs to be drafted. There was also a discussion around a general improvement of error handling in the Hotjar API that will be followed up with backend engineers to improve on.