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
System Metrics Month Week Day
Web App Response Time
Fetching
Docs Sites Response Time
Fetching
Help Desk API
Fetching
Past Incidents
Feb 24, 2018

No incidents reported today.

Feb 23, 2018

No incidents reported.

Feb 22, 2018

No incidents reported.

Feb 21, 2018

No incidents reported.

Feb 20, 2018

No incidents reported.

Feb 19, 2018

No incidents reported.

Feb 18, 2018

No incidents reported.

Feb 17, 2018

No incidents reported.

Feb 16, 2018
Starting around 8:00 AM UTC, an automated update did not run correctly on one of our search clusters, which caused the service to fail. As a result, folders (Closed, Workflow folders) and search results were not showing updates as expected. We didn't catch this soon enough, as our usual alerts did not go off. As of this update, all search services are stable. New events and conversation updates are processing as they should be.

No data was lost while the search cluster was out of service, but there's a large backlog of search events that we're processing now. Over the next few hours, you'll start to see your Closed folder, search results, and reporting drill downs populate with conversation updates from earlier in the day. Additionally, workflows that did not fire right away due to the search delay will fire soon. Tags are the final piece of the puzzle. If you visit the Tags management page, and you're not seeing newly created tags, those tags will populate once the data backlog has cleared.

Again, to be clear, no data was lost during this event. All customer emails were sent and delivered, except for delayed Workflow emails, as mentioned above. There's nothing you need to do in Help Scout (or outside of Help Scout) during the re-queue process. You can keep working as usual. We're very sorry for the trouble this caused today, and we're sorry for dropping the ball on communicating all of this as it was happening. We'll publish a full post-mortem once we've had time to recover and take closer look at the root problem.
Feb 16, 06:52 EST
Feb 15, 2018

No incidents reported.

Feb 14, 2018

No incidents reported.

Feb 13, 2018

No incidents reported.

Feb 12, 2018

No incidents reported.

Feb 11, 2018

No incidents reported.

Feb 10, 2018

No incidents reported.