This morning around 10:30am EDT, the Help Scout web application experienced sporadic connection failures, resulting in long page load times, and in some cases, pages failing to load at all. The off-and-on nature of this issue resulted in roughly 8 minutes of downtime.
At roughly 11:00am EDT, all services were back to normal and all queued messages were pushed into Help Scout. Very sorry for the trouble today!
Posted May 20, 2016 - 12:14 EDT
Update
Inbound and outbound email queues have finished clearing. Workflows and folder counts/views are also back to normal. We're keeping a close eye on things for a bit longer before closing this out. Very sorry for the trouble today!
Posted May 20, 2016 - 11:17 EDT
Update
Email queues are clearing quickly, though folder counts/views and workflows are still a little behind. Everything should be back to normal very soon!
Posted May 20, 2016 - 11:04 EDT
Monitoring
Help Scout is up and running, but we're currently working to clear inbound and outbound email queues. Additionally, folder views/counts, as well as workflows, will be slow to update until we're in the clear.
Posted May 20, 2016 - 10:55 EDT
Update
We're seeing sporadic connection issues with the web app and help desk API. We're working on getting services back to a stable point. Inbound and outbound email will be delayed until we can get this sorted. We'll continue to update here as we have more information.
Posted May 20, 2016 - 10:51 EDT
Investigating
We're currently looking into reports of timeouts when accessing the web app.