Cronologia delle interruzioni di Help Scout

1. 31 agosto 2026 alle ore 15:09 UTCidentified

   Attualmente stiamo vedendo alcuni problemi con conteggi di conversazione e viste in arrivo non rinfrescanti con precisione. Si può anche vedere routing, SLA e impatti del sentimento. Il nostro team di ingegneria ha identificato la causa principale e attualmente stanno lavorando per riportarli online.

2. 31 agosto 2026 alle ore 16:00 UTCmonitoring

   Una correzione è ora in atto per i problemi Posta in arrivo che interessano conteggi di cartelle / vista, routing, SLAs, sentimento. Mentre c'è un backlog di dati in fase di elaborazione, si dovrebbe iniziare a vedere i problemi risolti. Il nostro team di ingegneri continua a monitorare la situazione.

3. 31 agosto 2026 alle ore 17:03 UTCmonitoring

   Una soluzione è in atto per i problemi SLA, Routing e Sentiment. Siamo stati avvisati di continuare le questioni intorno alla conversazione conta non aggiornando con precisione. Il nostro team di ingegneria sta monitorando questi problemi e identificando se è necessaria una correzione aggiuntiva. Continueremo a tenervi aggiornati sui nostri progressi.

4. 31 agosto 2026 alle ore 19:06 UTCresolved

   Il comportamento della posta in arrivo (Conti di conversazione, SLA, Routing e Sentiment) è stabile attraverso il consiglio, quindi stiamo chiudendo questo. Grazie per la vostra pazienza mentre abbiamo lavorato su questo!

Tradotto automaticamente dall'aggiornamento ufficiale dell'incidente.

1. 18 agosto 2026 alle ore 15:38 UTCinvestigating

   Stiamo attualmente indagando i rapporti dei clienti che eseguono in errori nella casella di posta e durante l'utilizzo AI Drafts. Continueremo ad aggiornare come abbiamo più informazioni.

2. 18 agosto 2026 alle ore 15:54 UTCmonitoring

   Una soluzione è ora in atto, e non ci dovrebbero più essere problemi. Il nostro team di ingegneri continua a monitorare la situazione.

3. 18 agosto 2026 alle ore 18:50 UTCresolved

   Il comportamento di Inbox e AI Draft è stabile dall'altra parte del consiglio, quindi lo stiamo chiudendo. Grazie per la vostra pazienza mentre abbiamo lavorato su questo!

Tradotto automaticamente dall'aggiornamento ufficiale dell'incidente.

1. 14 agosto 2026 alle ore 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 agosto 2026 alle ore 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 agosto 2026 alle ore 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 agosto 2026 alle ore 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 agosto 2026 alle ore 23:17 UTCinvestigating

   Stiamo indagando su errori con la funzione SLA e il nostro team sta indagando.

2. 13 agosto 2026 alle ore 23:20 UTCinvestigating

   Stiamo continuando a indagare su questo problema.

3. 14 agosto 2026 alle ore 00:17 UTCidentified

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

4. 14 agosto 2026 alle ore 01:00 UTCresolved

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

Tradotto automaticamente dall'aggiornamento ufficiale dell'incidente.

1. 6 agosto 2026 alle ore 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 agosto 2026 alle ore 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 agosto 2026 alle ore 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 agosto 2026 alle ore 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 luglio 2026 alle ore 22:08 UTCinvestigating

   Stiamo attualmente indagando i rapporti di problemi con i conteggi cartella Posta in arrivo ritardata, cartelle e risultati di ricerca. Continueremo ad aggiornare come abbiamo più informazioni.

2. 24 luglio 2026 alle ore 22:30 UTCmonitoring

   Il nostro team ha implementato una correzione per questi problemi che influenzano i conteggi delle cartelle e le prestazioni della posta in arrivo. Speriamo di trasferirlo a Resolved presto, gente.

3. 24 luglio 2026 alle ore 22:45 UTCmonitoring

   Stiamo ancora sperimentando un po 'di prestazioni degradate intorno ai conti delle cartelle, mentre il sistema continua a recuperare. Apprezziamo la vostra pazienza e vi aggiorneremo non appena avremo questo sotto controllo.

4. 24 luglio 2026 alle ore 23:09 UTCresolved

   I conti e gli aggiornamenti della cartella nella tua casella di posta dovrebbero funzionare come previsto di nuovo! Grazie per la vostra pazienza oggi, gente, chiuderemo questo.

Tradotto automaticamente dall'aggiornamento ufficiale dell'incidente.

1. 14 luglio 2026 alle ore 12:17 UTCinvestigating

   Stiamo attualmente indagando su un problema che sta causando siti di Help Scout Docs di non caricare. Ci aggiorneremo qui non appena avremo ulteriori informazioni da condividere.

2. 14 luglio 2026 alle ore 12:29 UTCmonitoring

   I siti Docs sono tornati al caricamento, e il nostro team sta monitorando le cose in questo momento. Ci aggiorneremo di nuovo quando siamo sicuri che le cose siano tutte risolte.

3. 14 luglio 2026 alle ore 14:23 UTCidentified

   Alcuni siti Docs stanno ancora vivendo problemi di carico intermittente, e il nostro team sta attivamente lavorando su una correzione. pubblicheremo un aggiornamento non appena avremo più da condividere.

4. 14 luglio 2026 alle ore 15:44 UTCmonitoring

   I siti Docs sono ancora una volta di nuovo al caricamento, e il nostro team sta monitorando le cose in questo momento. Forniremo un altro updat quando le cose sono completamente risolte.

5. 14 luglio 2026 alle ore 19:00 UTCresolved

   Aiuto Scout Docs è pienamente operativo - stiamo chiudendo questo. Grazie per la vostra pazienza mentre abbiamo lavorato su questo!

Tradotto automaticamente dall'aggiornamento ufficiale dell'incidente.

1. 9 luglio 2026 alle ore 14:59 UTCinvestigating

   Stiamo attualmente indagando i rapporti dei clienti che hanno difficoltà ad accedere Help Scout. Continueremo ad aggiornare come abbiamo più informazioni.

2. 9 luglio 2026 alle ore 15:34 UTCmonitoring

   I problemi di accesso a Help Scout sono risolti. Il nostro team di ingegneri continua a monitorare la situazione e indagare la causa.

3. 9 luglio 2026 alle ore 17:15 UTCresolved

   I problemi di accesso sono stati completamente risolti, e questo incidente è ora chiuso. Mi dispiace per qualsiasi disagio causato, e grazie per la vostra pazienza.

Tradotto automaticamente dall'aggiornamento ufficiale dell'incidente.

1. 6 luglio 2026 alle ore 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 luglio 2026 alle ore 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 luglio 2026 alle ore 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 giugno 2026 alle ore 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 giugno 2026 alle ore 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 giugno 2026 alle ore 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 giugno 2026 alle ore 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 giugno 2026 alle ore 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 giugno 2026 alle ore 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 giugno 2026 alle ore 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 giugno 2026 alle ore 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 giugno 2026 alle ore 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 giugno 2026 alle ore 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 maggio 2026 alle ore 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 maggio 2026 alle ore 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 maggio 2026 alle ore 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 maggio 2026 alle ore 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 maggio 2026 alle ore 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 maggio 2026 alle ore 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 maggio 2026 alle ore 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 aprile 2026 alle ore 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 aprile 2026 alle ore 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 aprile 2026 alle ore 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 aprile 2026 alle ore 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 aprile 2026 alle ore 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 aprile 2026 alle ore 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 aprile 2026 alle ore 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 aprile 2026 alle ore 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 aprile 2026 alle ore 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 aprile 2026 alle ore 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 aprile 2026 alle ore 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 aprile 2026 alle ore 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 aprile 2026 alle ore 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 aprile 2026 alle ore 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 aprile 2026 alle ore 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 aprile 2026 alle ore 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 aprile 2026 alle ore 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 aprile 2026 alle ore 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 aprile 2026 alle ore 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 marzo 2026 alle ore 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 marzo 2026 alle ore 18:00 UTCresolved

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