62 Help Scout incidents · 2025年4月 — official updates, affected components, duration and resolution details.
私たちのチームは、ビューやフォルダカウントに影響を及ぼすバックエンドの問題を特定しました。 修正が現在行われ、Inbox は正規化に時間がかかる。 会話は、バックログを通して動作するように正しいビューに移動し始めるべきです。 今後もモニタリングを続けていきます.
Inbox(特定のビュー)の動作はボード全体で安定していますので、これを閉じます。 皆様のお越しをお待ちしております!
公式のインシデント更新を自動翻訳しています。
現在、会話数や受信トレイビューの問題が正確にはっきりと感じています。 ルーティング、SLA、感情の影響も確認できます。 当社のエンジニアリングチームは、根本的な原因を特定し、現在オンラインを取り戻すために取り組んでいます.
修正は、フォルダ/ビューのカウント、ルーティング、SLA、感情に影響を与える受信トレイの問題の代わりに行われます。 処理中のデータのバックログがありますが、問題の解決が始まります。 当社のエンジニアリングチームは、状況を監視し続けています.
修正は、SLA、ルーティング、およびSentimentの問題の代わりに行われます。 会話数の問題を正確に更新しないで継続して警告しています。 当社のエンジニアリングチームは、これらの問題を監視し、追加の修正が必要かどうかを識別しています。 これからもよろしくお願い申し上げます.
受信トレイの動作(会話カウント、SLA、ルーティング、およびセンチメントの問題)は、ボード全体で安定していますので、これを閉鎖しています。 皆様のお越しをお待ちしております!
公式のインシデント更新を自動翻訳しています。
現在、AI Drafts を使用して、受信トレイでエラーが発生している顧客のレポートを調べています。 今後も、より一層の最新情報をお届けしてまいります.
修正は現在行われていますが、問題はありません。 当社のエンジニアリングチームは、状況を監視し続けています.
InboxとAI Draftの動作はボード全体で安定していますので、これを閉じています。 皆様のお越しをお待ちしております!
公式のインシデント更新を自動翻訳しています。
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.
A fix is now in place, and Live Chat behavior is normalizing. Our Engineering Team is continuing to monitor the situation.
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!
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!
We're looking into reports of errors with the SLA feature and our team is investigating.
今後もこの問題について調査を続けてまいります.
Our Engineering team has identified the cause of the issue and are working on a resolution.
The issue has been resolved and the SLA feature is now running smoothly. Thank you for your patience.
公式のインシデント更新を自動翻訳しています。
We’re currently investigating reports of issues with loading Reports. We will continue to update as we have more information.
Our Engineering Team has identified the root cause of the report loading issues and are working to bring them back online.
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.
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!
現在、Inboxフォルダのカウント、フォルダ、検索結果の遅延による問題のレポートを調査しています。 今後も、より一層の最新情報をお届けしてまいります.
私たちのチームは、フォルダカウントと受信トレイのパフォーマンスに影響を与えるこれらの問題の修正を実施しました。 すぐに解決するためにこれを移動したいです, 人々.
システムが追いつく間、フォルダのカウントの周りの劣化したパフォーマンスのビットはまだ経験しています。 今後とも、引き続きご愛顧を賜りますようお願い申し上げます.
あなたの受信トレイのフォルダカウントと更新は、再び期待どおりに動作する必要があります! 感謝の気持ちの今日の人々, 私たちは、この1を閉じるつもりです.
公式のインシデント更新を自動翻訳しています。
現在、ヘルプ・スカウト・ドキュメントのサイトがロードされていない問題について調査しています。 最新情報を随時更新いたします.
Docsサイトは読み込みに戻っており、この時点ではチームが物事を監視しています。 物事がすべて解決されていることを確認したら、再び更新します.
一部のDocsサイトはまだ断続的な読み込みの問題を経験しています。また、当社のチームは修正に積極的に取り組んでいます。 更新履歴を投稿します.
Docsサイトは再び読み込みに戻り、この時点では当社のチームは物事を監視しています。 物事を完全に解決するときに別の上書きを提供します.
Scout Docs が完全に動作するのを助けます - これを閉じます。 皆様のお越しをお待ちしております!
公式のインシデント更新を自動翻訳しています。
現在、ヘルプスカウトにアクセスできない顧客のレポートを調査しています。 今後も、より一層の最新情報をお届けしてまいります.
Help Scoutにアクセスする問題は解決しました。 当社のエンジニアリングチームは、状況を監視し、原因を調査し続けています.
アクセスの問題は完全に解決され、この事件は閉鎖されています。 大変ご迷惑をおかけいたしますが、何卒宜しくお願い申し上げます.
公式のインシデント更新を自動翻訳しています。
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.
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.
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]
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
Alright folks, all services are stable so we're closing this out. Thanks for your patience and apologies for the disruption today!
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.
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.
Resolved - The loading issues with AI Answers and Docs have been resolved, so we're closing this out. Sorry for the interruption today, folks!
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.
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.
We’re currently investigating reports of issues with our AI Features. We will continue to update as we have more information.
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!
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.
Thanks for your patience today folks. This issue has been resolved an all AI features should be functioning normally again. Apologies for the disruption!
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.
The team has confirmed that the access issues have been fully resolved, and this incident is now closed. Thank you again for your patience!
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.
Our team found and resolved the issue, and AI Drafts are generating drafts again. Thanks for bearing with us today, folks!
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!
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!
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!
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.
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!
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.
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!
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.
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.
