Historique des pannes de Help Scout

1. 31 août 2026 à 15:09 UTCidentified

   Nous voyons actuellement certains problèmes avec des comptes de conversation et des vues de boîte de réception ne rafraîchissant pas avec précision. Vous pouvez également voir le routage, les SLA et les impacts sentimentaux. Notre équipe d'ingénierie a identifié la cause profonde et ils travaillent actuellement pour les ramener en ligne.

2. 31 août 2026 à 16:00 UTCmonitoring

   Une correction est maintenant en place pour les problèmes de boîte de réception affectant le nombre de dossiers/vues, le routage, les SLA, le sentiment. Bien qu'il y ait un arriéré de données en cours de traitement, vous devriez commencer à voir les problèmes résolus. Notre équipe d'ingénierie continue de surveiller la situation.

3. 31 août 2026 à 17:03 UTCmonitoring

   Un correctif est en place pour les questions d'ALS, d'acheminement et de sentiment. Nous avons été alertés de problèmes continus concernant les comptes de conversation qui ne sont pas mis à jour avec précision. Notre équipe d'ingénierie surveille ces problèmes et détermine si une correction supplémentaire est nécessaire. Nous continuerons de vous tenir au courant de nos progrès.

4. 31 août 2026 à 19:06 UTCresolved

   Le comportement de la boîte de réception (Conversation Counts, SLAs, Routing, et Sentiment) est stable dans l'ensemble du pays, donc nous concluons cela. Merci de votre patience pendant que nous avons travaillé sur celui-ci!

Traduit automatiquement depuis la mise à jour officielle de l'incident.

1. 18 août 2026 à 15:38 UTCinvestigating

   Nous enquêtons actuellement sur les rapports de clients qui ont des erreurs dans la boîte de réception et tout en utilisant AI Drafts. Nous poursuivrons notre mise à jour car nous disposons de plus d'informations.

2. 18 août 2026 à 15:54 UTCmonitoring

   Une solution est maintenant en place et il ne devrait plus y avoir de problèmes. Notre équipe d'ingénierie continue de surveiller la situation.

3. 18 août 2026 à 18:50 UTCresolved

   Le comportement de la boîte de réception et de l'IA Draft est stable dans l'ensemble, donc nous fermons ça. Merci de votre patience pendant que nous avons travaillé sur celui-ci!

Traduit automatiquement depuis la mise à jour officielle de l'incident.

1. 14 août 2026 à 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 août 2026 à 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 août 2026 à 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 août 2026 à 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 août 2026 à 23:17 UTCinvestigating

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

2. 13 août 2026 à 23:20 UTCinvestigating

   We are continuing to investigate this issue.

3. 14 août 2026 à 00:17 UTCidentified

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

4. 14 août 2026 à 01:00 UTCresolved

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

1. 6 août 2026 à 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 août 2026 à 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 août 2026 à 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 août 2026 à 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!

1. 24 juillet 2026 à 22:08 UTCinvestigating

   Nous enquêtons actuellement sur les rapports de problèmes avec des comptes de dossiers de boîte de réception, des dossiers et des résultats de recherche retardés. Nous poursuivrons notre mise à jour car nous disposons de plus d'informations.

2. 24 juillet 2026 à 22:30 UTCmonitoring

   Notre équipe a implémenté une correction pour ces problèmes impactant le nombre de dossiers et la performance de la boîte de réception. Nous espérons que cela sera bientôt réglé.

3. 24 juillet 2026 à 22:45 UTCmonitoring

   Nous vivons encore un peu de performance dégradée autour du nombre de dossiers alors que le système continue de rattraper son retard. Nous apprécions votre patience continue et vous mettrons à jour dès que nous aurons ce contrôle.

4. 24 juillet 2026 à 23:09 UTCresolved

   Le dossier compte et les mises à jour dans votre boîte de réception devraient fonctionner comme prévu à nouveau! Merci pour votre patience aujourd'hui, nous allons fermer celui-ci.

Traduit automatiquement depuis la mise à jour officielle de l'incident.

1. 14 juillet 2026 à 12:17 UTCinvestigating

   Nous enquêtons actuellement sur un problème qui fait que les sites Help Scout Docs ne sont pas chargés. Nous mettrons à jour ici dès que nous aurons plus d'informations à partager.

2. 14 juillet 2026 à 12:29 UTCmonitoring

   Les sites Docs sont de retour au chargement, et notre équipe surveille les choses en ce moment. Nous ferons une nouvelle mise à jour quand nous serons sûrs que les choses seront résolues.

3. 14 juillet 2026 à 14:23 UTCidentified

   Certains sites Docs connaissent encore des problèmes de chargement intermittents, et notre équipe travaille activement sur une solution. Nous publierons une mise à jour dès que nous aurons plus à partager.

4. 14 juillet 2026 à 15:44 UTCmonitoring

   Les sites Docs sont encore une fois de retour au chargement, et notre équipe surveille les choses en ce moment. Nous fournirons une autre mise à jour lorsque les choses seront complètement résolues.

5. 14 juillet 2026 à 19:00 UTCresolved

   Help Scout Docs est pleinement opérationnel - nous en concluons. Merci de votre patience pendant que nous avons travaillé sur celui-ci!

Traduit automatiquement depuis la mise à jour officielle de l'incident.

1. 9 juillet 2026 à 14:59 UTCinvestigating

   Nous enquêtons actuellement sur des rapports de clients ayant du mal à accéder à Aide Scout. Nous poursuivrons notre mise à jour car nous disposons de plus d'informations.

2. 9 juillet 2026 à 15:34 UTCmonitoring

   Les problèmes d'accès à Aide Scout ont résolu. Notre équipe d'ingénierie continue de surveiller la situation et d'enquêter sur la cause.

3. 9 juillet 2026 à 17:15 UTCresolved

   Les problèmes d'accès ont été entièrement résolus, et cet incident est maintenant clos. Désolé pour tout désagrément causé, et merci de votre patience.

Traduit automatiquement depuis la mise à jour officielle de l'incident.

1. 6 juillet 2026 à 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 juillet 2026 à 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 juillet 2026 à 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 juin 2026 à 07:40 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 juin 2026 à 08:32 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 juin 2026 à 09:43 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 juin 2026 à 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 juin 2026 à 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 juin 2026 à 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 juin 2026 à 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 juin 2026 à 06:22 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 juin 2026 à 08:47 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 juin 2026 à 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 mai 2026 à 00:43 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 mai 2026 à 01:21 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 mai 2026 à 01:35 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 mai 2026 à 02:05 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 mai 2026 à 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 mai 2026 à 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 mai 2026 à 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 avril 2026 à 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 avril 2026 à 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 avril 2026 à 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 avril 2026 à 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 avril 2026 à 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 avril 2026 à 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 avril 2026 à 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 avril 2026 à 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 avril 2026 à 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 avril 2026 à 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 avril 2026 à 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 avril 2026 à 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 avril 2026 à 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 avril 2026 à 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 avril 2026 à 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 avril 2026 à 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 avril 2026 à 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 avril 2026 à 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 avril 2026 à 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.

1. 25 mars 2026 à 17:47 UTCinvestigating

   We’re currently investigating reports of outbound email and draft creation issues. We will continue to update as we have more information.

2. 25 mars 2026 à 18:00 UTCresolved

   Resolved - Our team has identified and resolved the issue. Outbound emails are being delivered again. Sorry for the trouble today, everyone.