Understanding the recent issue with repeated support feedback emails
What happened?
On 31 July 2025, some Zanda customers received repeated copies of our support feedback survey email titled “Was our support spot on—or not?”. In some cases, the same email was sent over 20 times within a short period.
We’re really sorry for the disruption and confusion this caused.
Why did this happen?
This was caused by an internal automation error. A recent update to one of our workflows unintentionally caused a large number of older support conversations to be reclassified in a way that made them eligible for feedback surveys.
Normally, our survey system sends a single follow-up email when a support ticket has been closed for more than three days. However, because this update affected many tickets at once, all of which had previously been excluded from feedback requests, it triggered a large volume of surveys to be sent simultaneously.
Was my data affected?
No. There was no data or security risk involved. The issue was limited to repeated emails being sent in error.
What’s been done to fix it?
We’ve disabled the automation that caused the issue and paused the related survey workflow. We’re also reviewing our internal processes and working with our Service Desk provider to ensure this doesn’t happen again.
Still have questions?
If you received these emails and have any concerns, feel free to contact our team at support@zandahealth.com. We’re here to help.