Historia awarii Help Scout

1. 31 sierpnia 2026 15:09 UTCidentified

   Obecnie widzimy pewne problemy z liczeniem rozmów i widoków skrzynki odbiorczej nie odświeżające dokładnie. Można również zobaczyć routing, SLA, i sentymentalne skutki. Nasz zespół inżynieryjny zidentyfikował przyczynę i obecnie pracuje nad ich uruchomieniem.

2. 31 sierpnia 2026 16:00 UTCmonitoring

   Fix jest teraz na miejscu dla problemów Inbox wpływających na liczbę folderów / przeglądów, routing, SLA, sentyment. Podczas gdy istnieje zaległości w przetwarzaniu danych, należy zacząć widzieć rozwiązania problemów. Nasz zespół inżynieryjny nadal monitoruje sytuację.

3. 31 sierpnia 2026 17:03 UTCmonitoring

   Naprawiono problemy SLA, Routing i Sentiment. Zostaliśmy poinformowani o ciągłych problemach związanych z rozmową. Nasz zespół inżynieryjny monitoruje te problemy i sprawdza, czy potrzebne jest dodatkowe rozwiązanie. Będziemy informować państwa o postępach.

4. 31 sierpnia 2026 19:06 UTCresolved

   Zachowanie skrzynki odbiorczej (Conversation Counts, SLA, Routing, i Sentiment issue) jest stabilne na całym pokładzie, więc zamykamy to. Dziękuję za cierpliwość, kiedy pracowaliśmy nad tym!

Automatyczne tłumaczenie oficjalnej aktualizacji incydentu.

1. 18 sierpnia 2026 15:38 UTCinvestigating

   Obecnie badamy raporty klientów wpadających na błędy w skrzynce odbiorczej i podczas korzystania z AI Drafts. Będziemy nadal aktualizować, jak mamy więcej informacji.

2. 18 sierpnia 2026 15:54 UTCmonitoring

   Obecnie istnieje rozwiązanie i nie powinno być już żadnych problemów. Nasz zespół inżynieryjny nadal monitoruje sytuację.

3. 18 sierpnia 2026 18:50 UTCresolved

   Zachowanie Inboxa i AI Draftu jest stabilne, więc zamykamy to. Dziękuję za cierpliwość, kiedy pracowaliśmy nad tym!

Automatyczne tłumaczenie oficjalnej aktualizacji incydentu.

1. 14 sierpnia 2026 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 sierpnia 2026 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 sierpnia 2026 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 sierpnia 2026 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 sierpnia 2026 23:17 UTCinvestigating

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

2. 13 sierpnia 2026 23:20 UTCinvestigating

   We are continuing to investigate this issue.

3. 14 sierpnia 2026 00:17 UTCidentified

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

4. 14 sierpnia 2026 01:00 UTCresolved

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

1. 6 sierpnia 2026 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 sierpnia 2026 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 sierpnia 2026 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 sierpnia 2026 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 lipca 2026 22:08 UTCinvestigating

   Obecnie badamy raporty o problemach z opóźnionym liczeniem folderów Inbox, folderów i wyników wyszukiwania. Będziemy nadal aktualizować, jak mamy więcej informacji.

2. 24 lipca 2026 22:30 UTCmonitoring

   Nasz zespół wdrożył rozwiązanie dla tych problemów wpływających na liczbę folderów i wydajność Inbox. Mamy nadzieję przenieść to do Resoluted wkrótce, ludzie.

3. 24 lipca 2026 22:45 UTCmonitoring

   Nadal doświadczamy trochę zdegradowanej wydajności wokół folderów liczy się podczas gdy system nadal nadrabia zaległości. Doceniamy waszą cierpliwość i dokonamy aktualizacji, jak tylko wszystko będzie pod kontrolą.

4. 24 lipca 2026 23:09 UTCresolved

   Liczenie folderów i aktualizacje w skrzynce odbiorczej powinny działać zgodnie z oczekiwaniami! Dzięki za dzisiejszą cierpliwość, zamkniemy to.

Automatyczne tłumaczenie oficjalnej aktualizacji incydentu.

1. 14 lipca 2026 12:17 UTCinvestigating

   Obecnie badamy problem, który powoduje, że strony Pomoc Scout Docs nie załadować. Będziemy aktualizować tutaj, jak tylko będziemy mieli więcej informacji do przekazania.

2. 14 lipca 2026 12:29 UTCmonitoring

   Strony z lekarzami wracają do ładowania, a nasz zespół monitoruje sprawy. Będziemy ponownie aktualizować, kiedy będziemy pewni, że wszystko jest załatwione.

3. 14 lipca 2026 14:23 UTCidentified

   Niektóre strony Docs nadal doświadczają przerywanych załadunku, a nasz zespół aktywnie pracuje nad naprawą. Wyślemy aktualizację, jak tylko będziemy mieli więcej do przekazania.

4. 14 lipca 2026 15:44 UTCmonitoring

   Strony z lekarzami wracają do ładowania, a nasz zespół monitoruje sprawy. Zapewnimy kolejny updat, kiedy sprawy zostaną w pełni rozwiązane.

5. 14 lipca 2026 19:00 UTCresolved

   Pomoc Scout Docs jest w pełni operacyjny - zamykamy to. Dziękuję za cierpliwość, kiedy pracowaliśmy nad tym!

Automatyczne tłumaczenie oficjalnej aktualizacji incydentu.

1. 9 lipca 2026 14:59 UTCinvestigating

   Obecnie badamy raporty klientów mających problemy z dostępem do Help Scout. Będziemy nadal aktualizować, jak mamy więcej informacji.

2. 9 lipca 2026 15:34 UTCmonitoring

   Kwestie dostępu do pomocy Scout zostały rozwiązane. Nasz zespół inżynieryjny nadal monitoruje sytuację i bada sprawę.

3. 9 lipca 2026 17:15 UTCresolved

   Kwestie dostępu zostały w pełni rozwiązane, a ten incydent został zamknięty. Przepraszam za wszelkie niedogodności i dziękuję za cierpliwość.

Automatyczne tłumaczenie oficjalnej aktualizacji incydentu.

1. 6 lipca 2026 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 lipca 2026 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 lipca 2026 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 czerwca 2026 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 czerwca 2026 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 czerwca 2026 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 czerwca 2026 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 czerwca 2026 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 czerwca 2026 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 czerwca 2026 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 czerwca 2026 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 czerwca 2026 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 czerwca 2026 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 maja 2026 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 maja 2026 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 maja 2026 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 maja 2026 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 maja 2026 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 maja 2026 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 maja 2026 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 kwietnia 2026 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 kwietnia 2026 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 kwietnia 2026 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 kwietnia 2026 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 kwietnia 2026 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 kwietnia 2026 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 kwietnia 2026 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 kwietnia 2026 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 kwietnia 2026 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 kwietnia 2026 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 kwietnia 2026 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 kwietnia 2026 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 kwietnia 2026 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 kwietnia 2026 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 kwietnia 2026 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 kwietnia 2026 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 kwietnia 2026 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 kwietnia 2026 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 kwietnia 2026 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 marca 2026 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 marca 2026 18:00 UTCresolved

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