Beginning at around 12:00pm PDT on April 30, tickets that included an email reply as a comment were misformatted. After investigation, we were able to identify the problem and apply a fix so that as of 4:10pm PDT, all tickets are displayed with the correct format. We are still investigating root cause and will post the results from our post-mortem review here.
Investigation Update (Monday, May 5)
Upon further investigation over the weekend, we determined that the problem was caused by a code error that was included in our normal Thursday deployment. It was not the result of a malicious attack or other intentional action and email notifications have been formatted correctly at all other times. We sincerely regret any disruption this incident has caused.
Customers that have been impacted by this issue been have been notified via email. If you have questions about whether your account may have been impacted but did not receive a communication from us, please contact email@example.com.