Help Scout 장애 기록

1. 2026년 8월 31일 PM 3:09 UTCidentified

   우리는 현재 대화 개수와 inbox 전망이 정확하지 않은 문제들을 볼 수 있습니다. 라우팅, SLA 및 침술 충격도 볼 수 있습니다. 우리의 엔지니어링 팀은 뿌리 원인을 확인했으며 현재 온라인에 가져 오기 위해 노력하고 있습니다.

2. 2026년 8월 31일 PM 4:00 UTCmonitoring

   수정은 이제 Inbox 문제에서 폴더/뷰 수, 라우팅, SLA, sentiment에 영향을 미치는. 처리되는 데이터의 backlog가 있는 동안 문제가 해결될 수 있습니다. 우리의 엔지니어링 팀은 계속 상황을 모니터링.

3. 2026년 8월 31일 PM 5:03 UTCmonitoring

   수정은 SLA, Routing 및 Sentiment 문제의 장소에 있습니다. 우리는 정확하게 업데이트하지 않는 대화의 주위에 계속 문제를 경고했습니다. 우리의 엔지니어링 팀은 이러한 문제를 모니터링하고 추가 수정이 필요한지 확인합니다. 우리는 계속 당신을 우리의 진전에 업데이트합니다.

4. 2026년 8월 31일 PM 7:06 UTCresolved

   Inbox 행동 (통역 조사, SLA, Routing 및 Sentiment 문제점)은 보드 전반에 걸쳐 안정적이므로이 종료됩니다. 우리는이 일에 일하면서 당신의 인내심을 주셔서 감사합니다!

공식 인시던트 업데이트를 자동 번역했습니다.

1. 2026년 8월 18일 PM 3:38 UTCinvestigating

   우리는 현재 Inbox에서 오류로 실행되는 고객의 보고서를 조사하고 AI Drafts를 사용하고 있습니다. 우리는 더 많은 정보가 있기 때문에 업데이트 계속됩니다.

2. 2026년 8월 18일 PM 3:54 UTCmonitoring

   수정은 이제 일어났습니다. 더 이상 문제가 없습니다. 우리의 엔지니어링 팀은 계속 상황을 모니터링.

3. 2026년 8월 18일 PM 6:50 UTCresolved

   Inbox 및 AI Draft 행동은 보드 전체에 안정적이므로이 종료됩니다. 우리는이 일에 일하면서 당신의 인내심을 주셔서 감사합니다!

공식 인시던트 업데이트를 자동 번역했습니다.

1. 2026년 8월 14일 PM 2:59 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. 2026년 8월 14일 PM 3:13 UTCmonitoring

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

3. 2026년 8월 14일 PM 4:17 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. 2026년 8월 14일 PM 4:17 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. 2026년 8월 13일 PM 11:17 UTCinvestigating

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

2. 2026년 8월 13일 PM 11:20 UTCinvestigating

   이 문제를 조사하고 있습니다.

3. 2026년 8월 14일 AM 12:17 UTCidentified

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

4. 2026년 8월 14일 AM 1:00 UTCresolved

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

공식 인시던트 업데이트를 자동 번역했습니다.

1. 2026년 8월 6일 PM 4:12 UTCinvestigating

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

2. 2026년 8월 6일 PM 4:55 UTCidentified

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

3. 2026년 8월 6일 PM 5:10 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. 2026년 8월 6일 PM 5:26 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. 2026년 7월 24일 PM 10:08 UTCinvestigating

   Inbox 폴더 수, 폴더 및 검색 결과가 지연된 문제의 보고서를 조사하고 있습니다. 우리는 더 많은 정보가 있기 때문에 업데이트 계속됩니다.

2. 2026년 7월 24일 PM 10:30 UTCmonitoring

   우리의 팀은 폴더 수와 Inbox 성능에 영향을 미치는 이러한 문제에 대한 수정을 구현했습니다. 우리는 곧 해결하기 위해이 움직입니다, 민간인.

3. 2026년 7월 24일 PM 10:45 UTCmonitoring

   우리는 여전히 시스템을 계속 잡는 동안 폴더 카운트 주위에 degraded 성능의 비트를 경험하고있다. 우리는 당신의 지속적인 인내를 평가하고 우리가 통제의 밑에 이것을 얻은 것처럼 곧 당신을 전부 새롭게 할 것입니다.

4. 2026년 7월 24일 PM 11:09 UTCresolved

   당신의 Inbox에 있는 폴더 조사 및 갱신은 다시 예상대로 일해야 합니다! 오늘 당신의 인내에 대한 감사, 우리는이 하나를 닫고있다.

공식 인시던트 업데이트를 자동 번역했습니다.

1. 2026년 7월 14일 PM 12:17 UTCinvestigating

   우리는 현재 도움이 스카우트 Docs 사이트가로드되지 않는 문제가 투자하고 있습니다. 우리는 우리가 공유하는 더 많은 정보가 있기 때문에 여기에서 업데이트 할 것입니다.

2. 2026년 7월 14일 PM 12:29 UTCmonitoring

   Docs 사이트는 로딩 중이며, 우리 팀은 이 시간에 일을 모니터링하고 있습니다. 우리는 우리가 모든 것을 해결했는지 다시 업데이트합니다.

3. 2026년 7월 14일 PM 2:23 UTCidentified

   몇몇 Docs 위치는 아직도 간헐적인 선적 문제점을 경험하고, 우리의 팀은 해결에 적극적으로 일하고 있습니다. 우리는 우리가 공유하는 더 많은 것을 가지고 있기 때문에 업데이트 할 것입니다.

4. 2026년 7월 14일 PM 3:44 UTCmonitoring

   Docs 사이트는 다시 로드에, 우리의 팀은이 시간에 일을 모니터링. 우리는 완전히 해결될 때 다른 updat를 제공할 것입니다.

5. 2026년 7월 14일 PM 7:00 UTCresolved

   Scout Docs는 완전히 작동 - 우리는이 아웃을 닫습니다. 우리는이 일에 일하면서 당신의 인내심을 주셔서 감사합니다!

공식 인시던트 업데이트를 자동 번역했습니다.

1. 2026년 7월 9일 PM 2:59 UTCinvestigating

   우리는 현재 고객에 대한 조사 보고서를 조사하여 도움말 스카우트에 액세스합니다. 우리는 더 많은 정보가 있기 때문에 업데이트 계속됩니다.

2. 2026년 7월 9일 PM 3:34 UTCmonitoring

   도움말 스카우트에 액세스하는 문제 해결. 우리의 엔지니어링 팀은 상황을 모니터링하고 원인을 조사합니다.

3. 2026년 7월 9일 PM 5:15 UTCresolved

   접근 문제는 완전히 해결되었습니다, 그리고이 사건은 지금 닫힙니다. 이 기인 한 불편에 대해 죄송합니다. 당신의 인내에 감사드립니다.

공식 인시던트 업데이트를 자동 번역했습니다.

1. 2026년 7월 6일 AM 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. 2026년 7월 6일 PM 1:26 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. 2026년 7월 6일 PM 3:27 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. 2026년 6월 30일 AM 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. 2026년 6월 30일 AM 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. 2026년 6월 30일 AM 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. 2026년 6월 30일 AM 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. 2026년 6월 17일 AM 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. 2026년 6월 17일 PM 1:11 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. 2026년 6월 17일 PM 3:43 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. 2026년 6월 18일 AM 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. 2026년 6월 18일 AM 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. 2026년 6월 18일 AM 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. 2026년 5월 8일 AM 12:43 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. 2026년 5월 8일 AM 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. 2026년 5월 8일 AM 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. 2026년 5월 8일 AM 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. 2026년 5월 6일 PM 4:53 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. 2026년 5월 6일 PM 5:02 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. 2026년 5월 6일 PM 6:40 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. 2026년 4월 27일 PM 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. 2026년 4월 27일 PM 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. 2026년 4월 21일 PM 7:50 UTCinvestigating

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

2. 2026년 4월 21일 PM 8:22 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. 2026년 4월 21일 PM 9:29 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. 2026년 4월 21일 PM 10:01 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. 2026년 4월 20일 PM 2:52 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. 2026년 4월 20일 PM 3:04 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. 2026년 4월 14일 PM 4:21 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. 2026년 4월 14일 PM 5:01 UTCresolved

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

1. 2026년 4월 13일 PM 9:51 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. 2026년 4월 13일 PM 10:57 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. 2026년 4월 13일 PM 11:27 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. 2026년 4월 8일 PM 4:40 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. 2026년 4월 8일 PM 5:29 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. 2026년 4월 8일 PM 6:22 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. 2026년 4월 8일 PM 7:47 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. 2026년 4월 8일 PM 10:29 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. 2026년 4월 8일 PM 11:10 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. 2026년 3월 25일 PM 5:47 UTCinvestigating

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

2. 2026년 3월 25일 PM 6:00 UTCresolved

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