Historial de interrupciones de Help Scout

1. 22 de septiembre de 2026 a las 18:56 UTCmonitoring

   Nuestro equipo identificó un problema de backend impactando Vistas y conteos de carpetas. Una solución está ahora en su lugar y Inbox tomará algún tiempo para normalizar. Las conversaciones deben comenzar a pasar a las opiniones correctas mientras trabajamos a través del atraso. Seguiremos monitoreando.

2. 22 de septiembre de 2026 a las 19:32 UTCresolved

   Inbox (específicamente Ver) comportamiento es estable a través de la junta, así que estamos cerrando esto. ¡Gracias por su paciencia mientras trabajamos en este!

Traducido automáticamente desde la actualización oficial del incidente.

1. 31 de agosto de 2026 a las 15:09 UTCidentified

   Actualmente estamos viendo algunos problemas con los conteos de conversación y las vistas de la bandeja de entrada no refrescan con precisión. También puede ver los impactos de enrutamiento, SLA y sentimientos. Nuestro Equipo de Ingeniería ha identificado la causa raíz y actualmente están trabajando para traerlos de vuelta en línea.

2. 31 de agosto de 2026 a las 16:00 UTCmonitoring

   Ahora está en marcha una solución para los problemas de la bandeja de entrada que afectan a los conteos de carpeta/vista, enrutamiento, SLAs, sentimientos. Si bien hay un atraso en el procesamiento de datos, debe comenzar a ver los problemas resueltos. Nuestro Equipo de Ingeniería sigue vigilando la situación.

3. 31 de agosto de 2026 a las 17:03 UTCmonitoring

   Se ha establecido una solución para los problemas de SLA, Routing y Sentiment. Hemos sido alertados para continuar los problemas en torno a conversaciones no se actualizan con precisión. Nuestro Equipo de Ingeniería está monitoreando estas cuestiones e identificando si se necesita una solución adicional. Seguiremos manteniéndolo actualizado sobre nuestro progreso.

4. 31 de agosto de 2026 a las 19:06 UTCresolved

   El comportamiento de la caja (Cuentos de conversación, SLAs, Routing y Sentiment issue) es estable en todo el tablero, así que estamos cerrando esto. ¡Gracias por su paciencia mientras trabajamos en este!

Traducido automáticamente desde la actualización oficial del incidente.

1. 18 de agosto de 2026 a las 15:38 UTCinvestigating

   Actualmente estamos investigando informes de clientes que se encuentran en errores en la Inbox y mientras utilizamos AI Drafts. Seguiremos actualizando ya que tenemos más información.

2. 18 de agosto de 2026 a las 15:54 UTCmonitoring

   Ahora existe una solución, y ya no debería haber problemas. Nuestro Equipo de Ingeniería sigue vigilando la situación.

3. 18 de agosto de 2026 a las 18:50 UTCresolved

   Inbox and AI Draft behaviour is stable across the board, so we're closing this out. ¡Gracias por su paciencia mientras trabajamos en este!

Traducido automáticamente desde la actualización oficial del incidente.

1. 14 de agosto de 2026 a las 14:59 UTCinvestigating

   We’re currently investigating reports of issues with slow behavior and loading in Live Chat. We will continue to update as we have more information.

2. 14 de agosto de 2026 a las 15:13 UTCmonitoring

   A fix is now in place, and Live Chat behavior is normalizing. Our Engineering Team is continuing to monitor the situation.

3. 14 de agosto de 2026 a las 16:17 UTCmonitoring

   Live Chat behavior is stable across the board, so we're closing this out. Thank you for your patience while we worked on this one!

4. 14 de agosto de 2026 a las 16:17 UTCresolved

   Live Chat behavior is stable across the board, so we're closing this out. Thank you for your patience while we worked on this one!

1. 13 de agosto de 2026 a las 23:17 UTCinvestigating

   We're looking into reports of errors with the SLA feature and our team is investigating.

2. 13 de agosto de 2026 a las 23:20 UTCinvestigating

   We are continuing to investigate this issue.

3. 14 de agosto de 2026 a las 0:17 UTCidentified

   Our Engineering team has identified the cause of the issue and are working on a resolution.

4. 14 de agosto de 2026 a las 1:00 UTCresolved

   The issue has been resolved and the SLA feature is now running smoothly. Thank you for your patience.

1. 6 de agosto de 2026 a las 16:12 UTCinvestigating

   We’re currently investigating reports of issues with loading Reports. We will continue to update as we have more information.

2. 6 de agosto de 2026 a las 16:55 UTCidentified

   Our Engineering Team has identified the root cause of the report loading issues and are working to bring them back online.

3. 6 de agosto de 2026 a las 17:10 UTCmonitoring

   Our Engineering Team has identified the root cause of delayed/inaccurate reports and a fix is in place. However, there is a backlog of reports that needs to process before things are fully caught up. Reports will take some time to normalize - we will continue monitoring.

4. 6 de agosto de 2026 a las 17:26 UTCresolved

   Engineers have confirmed queues have drained and Reports behavior is stable across the board, so we're closing this out. Thank you for your patience while we worked on this one!

Traducido automáticamente desde la actualización oficial del incidente.

1. 24 de julio de 2026 a las 22:08 UTCinvestigating

   Actualmente estamos investigando informes de problemas con recuentos de carpetas de Inbox retardados, carpetas y resultados de búsqueda. Seguiremos actualizando ya que tenemos más información.

2. 24 de julio de 2026 a las 22:30 UTCmonitoring

   Nuestro equipo ha implementado una solución para estos problemas que impactan los recuentos de carpetas y el rendimiento de Inbox. Esperamos que esto sea resuelto pronto, amigos.

3. 24 de julio de 2026 a las 22:45 UTCmonitoring

   Todavía estamos experimentando un poco de rendimiento degradado alrededor de los recuentos de carpetas mientras el sistema continúa subiendo. Apreciamos su paciencia continua y les actualizaremos a todos tan pronto como tengamos esto bajo control.

4. 24 de julio de 2026 a las 23:09 UTCresolved

   La carpeta cuenta y actualizaciones en su bandeja de entrada debe estar trabajando como se espera de nuevo! Gracias por su paciencia hoy, amigos, vamos a cerrar este.

Traducido automáticamente desde la actualización oficial del incidente.

1. 14 de julio de 2026 a las 12:17 UTCinvestigating

   Actualmente estamos investigando un problema que está causando que los sitios de Help Scout Docs no se carguen. Actualizaremos aquí tan pronto como tengamos más información para compartir.

2. 14 de julio de 2026 a las 12:29 UTCmonitoring

   Los sitios de Docs vuelven a cargar, y nuestro equipo está monitoreando las cosas en este momento. Actualizaremos de nuevo cuando estemos seguros de que todo está resuelto.

3. 14 de julio de 2026 a las 14:23 UTCidentified

   Algunos sitios de Docs todavía están experimentando problemas de carga intermitente, y nuestro equipo está trabajando activamente en una solución. Publicaremos una actualización tan pronto como tengamos más que compartir.

4. 14 de julio de 2026 a las 15:44 UTCmonitoring

   Los sitios de Docs vuelven a cargar, y nuestro equipo está monitoreando las cosas en este momento. Proporcionaremos otro dato cuando las cosas se resuelvan completamente.

5. 14 de julio de 2026 a las 19:00 UTCresolved

   Help Scout Docs está en pleno funcionamiento - estamos cerrando esto. ¡Gracias por su paciencia mientras trabajamos en este!

Traducido automáticamente desde la actualización oficial del incidente.

1. 9 de julio de 2026 a las 14:59 UTCinvestigating

   Actualmente estamos investigando informes de clientes que tienen problemas para acceder a Help Scout. Seguiremos actualizando ya que tenemos más información.

2. 9 de julio de 2026 a las 15:34 UTCmonitoring

   Los problemas de acceso a Help Scout han resuelto. Nuestro Equipo de Ingeniería sigue vigilando la situación e investigando la causa.

3. 9 de julio de 2026 a las 17:15 UTCresolved

   Las cuestiones de acceso se han resuelto plenamente y este incidente está cerrado. Lamento cualquier inconveniente que esto causó, y gracias por su paciencia.

Traducido automáticamente desde la actualización oficial del incidente.

1. 6 de julio de 2026 a las 11:31 UTCinvestigating

   We’re currently investigating an issue affecting Automatic Workflows. We'll post an update as soon as we have more to share. Thank you for your patience.

2. 6 de julio de 2026 a las 13:26 UTCmonitoring

   The root cause has been discovered and fixed. New conversations are being processed correctly by automatic workflows. We're looking into the missed conversations that should have triggered workflows, and we'll post an update when we have more information. Thanks again for your patience and sorry for the disruption today.

3. 6 de julio de 2026 a las 15:27 UTCresolved

   Between ~05:06–12:46 UTC some conversations were not processed by automatic workflows, as a result some conversations may not have expected automated actions performed on them. The issue is now resolved and automatic workflows are working normally. Affected conversations will require manual action(s) to be taken. If you'd like extra support, please email our team: [email protected]

1. 30 de junio de 2026 a las 7:40 UTCinvestigating

   We’re currently investigating an issue affecting report exports. We'll post an update as soon as we have more to share. Thank you for your patience.

2. 30 de junio de 2026 a las 8:32 UTCidentified

   We've identified the cause of the report export delays, and our team is actively working on a fix. Report exports remain delayed while we work on this. We'll post another update as soon as the fix is in place. Thank you for your continued patience.

3. 30 de junio de 2026 a las 9:43 UTCmonitoring

   A fix is in place, and report exports are processing normally again. Exports that were delayed during the disruption are being cleared, and new requests are being delivered as expected. We're continuing to monitor to ensure everything remains stable, and we'll post a final update once we've confirmed the issue is fully resolved.

4. 30 de junio de 2026 a las 10:47 UTCresolved

   This incident has been resolved. Report exports are processing normally again. If you continue to experience issues, please email us at [email protected], and we'll investigate. Thank you for your patience today.

1. 17 de junio de 2026 a las 11:46 UTCidentified

   Some customers may be seeing slower-than-usual results or occasional failures when using global search. We've identified the cause, and our engineering team is actively working on a fix. We'll post an update here as soon as the situation improves.

2. 17 de junio de 2026 a las 13:11 UTCidentified

   Our team is continuing to work on the issue affecting global search. Some customers may still see slower-than-usual results in the meantime. We'll post another update as soon as we have more to share.

3. 17 de junio de 2026 a las 15:43 UTCidentified

   Our team continues to address the issue affecting global search and has scheduled further work for tomorrow morning (CET) during a low-traffic window. Some customers may experience intermittent search slowness until this is complete.

4. 18 de junio de 2026 a las 6:22 UTCidentified

   Our engineering team has resumed work on the issue affecting global search this morning. Some customers may continue to see slower-than-usual or incomplete search results while this is in progress. We'll share another update as soon as we have more.

5. 18 de junio de 2026 a las 8:47 UTCidentified

   Our engineering team has made progress on the issue affecting global search: search results are recovering for affected customers. Tag management may still be affected for some customers; our team is working on a resolution. We'll post another update as soon as we have more.

6. 18 de junio de 2026 a las 10:45 UTCresolved

   This issue has been resolved. Global search and tag management are performing normally again. We're sorry for the disruption this caused. If you're still experiencing issues, please email [email protected], and we'd be happy to assist. Again, thank you for your patience while we got to the bottom of this.

1. 8 de mayo de 2026 a las 0:43 UTCinvestigating

   We're looking into a few issues that are currently impacting performance around several areas of Help Scout. Things like inbound email, your Closed folder, other Workflows folders, message counts/previews, search results, and potentially page loads. We'll continue to update as we make progress! Thanks for your patience.

2. 8 de mayo de 2026 a las 1:21 UTCidentified

   Due to an outage with one of our third-party service providers, inbound email delays and other sluggishness around the app may continue. We're closely monitoring updates from our provider and working to improve performance as quickly as possible.

3. 8 de mayo de 2026 a las 1:35 UTCmonitoring

   In-app performance has recovered in Help Scout and any delayed inbound email should now be delivered. We're continuing to monitor this situation as our third-party provider is still experiencing degraded performance. We'll continue to monitor that situation and will post updates as they come.

4. 8 de mayo de 2026 a las 2:05 UTCresolved

   Alright folks, all services are stable so we're closing this out. Thanks for your patience and apologies for the disruption today!

1. 6 de mayo de 2026 a las 16:53 UTCinvestigating

   We are currently investigating an issue that is impacting Help Scout Docs Sites and AI Answers in Beacon. We will update here as soon as we have more information to share.

2. 6 de mayo de 2026 a las 17:02 UTCmonitoring

   Our engineering team has released a fix, and Docs Sites and AI Answers are now loading again. Our team is monitoring this at the moment, and we will update again once we're sure everything is resolved.

3. 6 de mayo de 2026 a las 18:40 UTCresolved

   Resolved - The loading issues with AI Answers and Docs have been resolved, so we're closing this out. Sorry for the interruption today, folks!

1. 27 de abril de 2026 a las 12:43 UTCinvestigating

   We're currently investigating reports of slow page loads and timeouts when accessing the web app. We’ll share an update as soon as we have more information. Apologies for the disruption and thanks for your patience as we investigate.

2. 27 de abril de 2026 a las 12:54 UTCresolved

   Our team has identified and resolved the issue, and performance is now stable across the board. We'll continue to monitor all services over the next few hours. Thank you for your patience while we resolved this.

1. 21 de abril de 2026 a las 19:50 UTCinvestigating

   We’re currently investigating reports of issues with our AI Features. We will continue to update as we have more information.

2. 21 de abril de 2026 a las 20:22 UTCmonitoring

   Our team has pushed a fix for this issue and we're monitoring the situation for now. We're hopeful that we can get things back to normal soon!

3. 21 de abril de 2026 a las 21:29 UTCmonitoring

   Our AI features should all be functional again! We'll continue to monitor things for a bit longer just to make sure all is well before closing this one out.

4. 21 de abril de 2026 a las 22:01 UTCresolved

   Thanks for your patience today folks. This issue has been resolved an all AI features should be functioning normally again. Apologies for the disruption!

1. 20 de abril de 2026 a las 14:52 UTCidentified

   Our engineering team has identified intermittent access issues with the web app. We will update here once everything has been confirmed as resolved. Sorry for any inconvenience, and thank you for your patience.

2. 20 de abril de 2026 a las 15:04 UTCresolved

   The team has confirmed that the access issues have been fully resolved, and this incident is now closed. Thank you again for your patience!

1. 14 de abril de 2026 a las 16:21 UTCinvestigating

   Investigating - We've received reports of AI Drafts not being able to generate drafts. We're looking into it, and we'll post updates here as we have them.

2. 14 de abril de 2026 a las 17:01 UTCresolved

   Our team found and resolved the issue, and AI Drafts are generating drafts again. Thanks for bearing with us today, folks!

1. 13 de abril de 2026 a las 21:51 UTCinvestigating

   Hey there folks, we're currently receiving reports of Reporting Views displaying inconsistent metrics. Our team is investigating and we'll be back with more updates soon!

2. 13 de abril de 2026 a las 22:57 UTCinvestigating

   Our team are still investigating issues with Reports. For now, you may see some inconsistent metrics as well as issues when creating/applying views to Reports. We'll post again as soon as we have more to share - thanks for your patience while we work on this!

3. 13 de abril de 2026 a las 23:27 UTCresolved

   Our team has resolved this issue. You should no longer see inconsistent reporting metrics or any issues with reporting views. Apologies for the disruption today, folks!

1. 8 de abril de 2026 a las 16:40 UTCinvestigating

   We’re currently investigating reports of inbound email issues. For some Inboxes, emails are not being forwarded from Gmail into Help Scout, starting from around 1pm UTC. We'll post again as soon as we have more to share.

2. 8 de abril de 2026 a las 17:29 UTCinvestigating

   We’re still investigating issues with inbound emails for some accounts. This seems to be impacting emails forwarded from Google, specifically from Google Groups. We will continue to share updates as soon as we know more - thanks for your patience!

3. 8 de abril de 2026 a las 18:22 UTCidentified

   We're continuing to monitor issues with inbound mail as a result of a current outage at Google, which seems to specifically impact certain emails forwarded from Google Workspace emails. We'll keep sharing updates on this as we get them from Google.

4. 8 de abril de 2026 a las 19:47 UTCidentified

   We are still monitoring this ongoing outage with Google, which continues to impact emails forwarded to Help Scout in certain cases. As soon as we have confirmation from Google that this issue has been fully resolved, we'll post an update here. Thanks for your continued patience!

5. 8 de abril de 2026 a las 22:29 UTCidentified

   Just sharing another quick update, we're still monitoring this outage at Google. For now, some incoming emails may not be forwarded to Help Scout from from Gmail and Google Groups. We'll continue to post updates here until the issue has been resolved.

6. 8 de abril de 2026 a las 23:10 UTCresolved

   It looks like the issue at Google has been resolved, so inbound emails forwarded to Help Scout from Google accounts should now be working as normal once again. If you do run into any further issues, just reach out to let us know.