All Systems Operational

About This Site

All Help Scout systems are being actively monitored and any issues will be reported here. If you are having trouble and don't see updates here, please email help@helpscout.net or reach out on twitter.

Web App   Operational
Docs Sites   ? Operational
Beacon   ? Operational
Help Desk API   Operational
Docs API   Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Web App Response Time
Fetching
Docs Sites Response Time
Fetching
Help Desk API
Fetching
Past Incidents
Apr 22, 2018

No incidents reported today.

Apr 21, 2018

No incidents reported.

Apr 20, 2018

No incidents reported.

Apr 19, 2018

No incidents reported.

Apr 18, 2018

No incidents reported.

Apr 17, 2018

No incidents reported.

Apr 16, 2018

No incidents reported.

Apr 15, 2018
Resolved - We’re closing this out. What happened? Starting around 9:00 AM EDT, we started seeing intermittent slow page loads. Our Ops team discovered that web traffic was not being load-balanced properly and increased the number of servers. By 11:30am EDT, everything was stable. In total, page loads were slower than normal for roughly 45 minutes. Apologies for the trouble this morning.
Apr 15, 12:05 EDT
Identified - Performance is starting to return to normal, though page loads might be slow here and there as we continue to recover. We're still keeping an eye on things until we're in the clear.
Apr 15, 11:33 EDT
Investigating - We're seeing sporadic connection issues with the web app. In some cases, you might not be able to access Help Scout at all, or you might see a few errors when moving between folders or sending replies. We'll continue to update here as we know more.
Apr 15, 11:18 EDT
Apr 14, 2018

No incidents reported.

Apr 13, 2018

No incidents reported.

Apr 12, 2018

No incidents reported.

Apr 11, 2018
Resolved - Permissions are fixed and we’re closing this out. Your Docs logo, favicon, CSS file and all images should now load as expected. We're really sorry for the trouble today. Here’s a quick summary of what happened: Starting this morning around 8:30 AM EST, we changed a couple of CloudFront encryption settings that unexpectedly touched Docs assets, leading to “Access Denied” errors, which is why images and assets vanished from your Docs sites. We made a mistake, and we learned from it. We’re documenting today’s events along with adding new process checks to make sure this doesn’t happen again.
Apr 11, 11:06 EDT
Update - Quick update: This issue also affects assets that were uploaded using Docs. For example, your favicon, logo, or CSS file. If your CSS file isn't loading, your Docs site probably looks a little disheveled at the moment. It's worth mentioning that no images or assets were deleted or lost, they're just hiding until we can get this sorted.
Apr 11, 10:43 EDT
Update - Unfortunately, the process we're running to restore image permissions is going to take some time to finish. It could be closer to an hour before images are visible again, though we're hoping to speed things up. We'll continue to post updates here as we make progress.
Apr 11, 10:35 EDT
Monitoring - This one is on us. We made some changes to our CloudFront settings, and those changes unexpectedly affected permissions for your Docs images, which is why they've been absent from your articles. We have a fix rolling out now.
Apr 11, 10:14 EDT
Identified - Images uploaded through the Docs editor are currently unavailable. You'll see an "Access Denied" error when viewing the full image URL, in both the Docs editor and in published articles. Sorry about the trouble! We're taking a closer look to see what happened.
Apr 11, 09:57 EDT
Apr 10, 2018

No incidents reported.

Apr 9, 2018

No incidents reported.

Apr 8, 2018

No incidents reported.