Istoricul incidentelor Help Scout

1. 22 septembrie 2026 la 18:56 UTCmonitoring

   Echipa noastră a identificat o problemă care afectează vizualizările şi dosarele. Un fix este acum în loc și Inbox va lua ceva timp pentru a normaliza. Conversațiile ar trebui să înceapă să se deplaseze în punctul de vedere corect în timp ce lucrăm prin backlog. Vom continua monitorizarea.

2. 22 septembrie 2026 la 19:32 UTCresolved

   Inbox (specific View) comportamentul este stabil peste bord, așa că închidem acest lucru. Vă mulțumim pentru răbdare în timp ce am lucrat la asta!

Traducere automată din actualizarea oficială a incidentului.

1. 31 august 2026 la 15:09 UTCidentified

   Vedem în prezent unele probleme legate de conversaţii, iar opiniile inbox nu sunt reconfortante cu exactitate. Puteţi vedea, de asemenea, ruta, SLA, şi impactul sentimentelor. Echipa noastra de Inginerie a identificat cauza radacina si ei sunt în prezent de lucru pentru a le aduce înapoi on-line.

2. 31 august 2026 la 16:00 UTCmonitoring

   Un fix este acum în vigoare pentru problemele Inbox care afectează folder/view contes, rutare, SLAs, sentiment. În timp ce există un backlog de date în curs de procesare, ar trebui să înceapă pentru a vedea probleme rezolva. Echipa noastră de Inginerie continuă să monitorizeze situaţia.

3. 31 august 2026 la 17:03 UTCmonitoring

   Un fix este în vigoare pentru SLA, Routing, și sentimente probleme. Am fost atenţionaţi să continuăm discuţiile fără să ne actualizăm cu exactitate. Echipa noastră de Inginerie monitorizează aceste probleme şi identifică dacă este nevoie de o doză suplimentară. Vom continua să vă ţinem la curent cu progresul nostru.

4. 31 august 2026 la 19:06 UTCresolved

   Comportamentul inbox (contele de conversație, SLA, Routing, și problema sentimentelor) este stabil peste bord, așa că închidem acest lucru. Vă mulțumim pentru răbdare în timp ce am lucrat la asta!

Traducere automată din actualizarea oficială a incidentului.

1. 18 august 2026 la 15:38 UTCinvestigating

   În prezent investigăm rapoarte ale clienților care intră în erori în Inbox și în timp ce folosim schițe AI. Vom continua să actualizăm, deoarece avem mai multe informații.

2. 18 august 2026 la 15:54 UTCmonitoring

   Un fix este acum în vigoare, și nu ar trebui să mai fie probleme. Echipa noastră de Inginerie continuă să monitorizeze situaţia.

3. 18 august 2026 la 18:50 UTCresolved

   Comportamentul Inbox şi AI Draft e stabil peste tot, aşa că închidem asta. Vă mulțumim pentru răbdare în timp ce am lucrat la asta!

Traducere automată din actualizarea oficială a incidentului.

1. 14 august 2026 la 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 august 2026 la 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 august 2026 la 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 august 2026 la 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 august 2026 la 23:17 UTCinvestigating

   Căutăm rapoarte de erori cu funcţia SLA şi echipa noastră investighează.

2. 13 august 2026 la 23:20 UTCinvestigating

   Continuăm să investigăm această problemă.

3. 14 august 2026 la 00:17 UTCidentified

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

4. 14 august 2026 la 01:00 UTCresolved

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

Traducere automată din actualizarea oficială a incidentului.

1. 6 august 2026 la 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 august 2026 la 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 august 2026 la 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 august 2026 la 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 iulie 2026 la 22:08 UTCinvestigating

   Suntem în prezent investigarea rapoartelor de probleme cu întârziere Inbox folder conta, foldere și rezultatele căutării. Vom continua să actualizăm, deoarece avem mai multe informații.

2. 24 iulie 2026 la 22:30 UTCmonitoring

   Echipa noastră a implementat un fix pentru aceste probleme de impact folder conta și performanță Inbox. Sperăm să mutăm asta la Rezolvat în curând, oameni buni.

3. 24 iulie 2026 la 22:45 UTCmonitoring

   Încă ne confruntăm cu un pic de performanţă degradată în jurul folderelor contează în timp ce sistemul continuă să recupereze. Vă apreciem răbdarea şi vă vom ţine la curent imediat ce vom avea totul sub control.

4. 24 iulie 2026 la 23:09 UTCresolved

   Numărul de dosare și actualizările din Inbox ar trebui să fie de lucru așa cum se așteaptă din nou! Vă mulţumim pentru răbdarea de azi oameni buni, vom închide asta.

Traducere automată din actualizarea oficială a incidentului.

1. 14 iulie 2026 la 12:17 UTCinvestigating

   În prezent investigăm o problemă care cauzează site-uri Help Scout Docs să nu încarce. Vom actualiza aici de îndată ce vom avea mai multe informații pentru a partaja.

2. 14 iulie 2026 la 12:29 UTCmonitoring

   Docs site-uri sunt înapoi la încărcare, și echipa noastră monitorizează lucrurile în acest moment. Vom actualiza din nou când suntem siguri că lucrurile sunt rezolvate.

3. 14 iulie 2026 la 14:23 UTCidentified

   Unele site-uri Docs încă se confruntă cu probleme intermitente de încărcare, și echipa noastră lucrează activ la o fix. Vom posta o actualizare imediat ce vom avea mai multe de împărtăşit.

4. 14 iulie 2026 la 15:44 UTCmonitoring

   Docs site-uri sunt din nou înapoi la încărcare, și echipa noastră monitorizează lucrurile în acest moment. Vom oferi un alt updat atunci când lucrurile sunt pe deplin rezolvate.

5. 14 iulie 2026 la 19:00 UTCresolved

   Ajutor Scout Docs este pe deplin operațional - suntem închiderea asta. Vă mulțumim pentru răbdare în timp ce am lucrat la asta!

Traducere automată din actualizarea oficială a incidentului.

1. 9 iulie 2026 la 14:59 UTCinvestigating

   În prezent investigăm rapoarte ale clienţilor care au probleme cu accesul la Help Scout. Vom continua să actualizăm, deoarece avem mai multe informații.

2. 9 iulie 2026 la 15:34 UTCmonitoring

   Problemele de accesare Help Scout s-au rezolvat. Echipa noastră de Inginerie continuă să monitorizeze situaţia şi să investigheze cauza.

3. 9 iulie 2026 la 17:15 UTCresolved

   Problemele de acces au fost rezolvate pe deplin, iar acest incident este acum închis. Ne pare rău pentru orice inconvenient cauzat acest lucru, și vă mulțumesc pentru răbdare.

Traducere automată din actualizarea oficială a incidentului.

1. 6 iulie 2026 la 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 iulie 2026 la 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 iulie 2026 la 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 iunie 2026 la 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 iunie 2026 la 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 iunie 2026 la 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 iunie 2026 la 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 iunie 2026 la 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 iunie 2026 la 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 iunie 2026 la 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 iunie 2026 la 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 iunie 2026 la 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 iunie 2026 la 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 la 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 la 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 la 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 la 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 la 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 la 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 la 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 aprilie 2026 la 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 aprilie 2026 la 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 aprilie 2026 la 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 aprilie 2026 la 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 aprilie 2026 la 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 aprilie 2026 la 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 aprilie 2026 la 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 aprilie 2026 la 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 aprilie 2026 la 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 aprilie 2026 la 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 aprilie 2026 la 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 aprilie 2026 la 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 aprilie 2026 la 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 aprilie 2026 la 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 aprilie 2026 la 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 aprilie 2026 la 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 aprilie 2026 la 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 aprilie 2026 la 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 aprilie 2026 la 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.