Issues with the Help Scout app and Chat are now resolved - workflow folders, message counts/previews, search results, and page loads should be returning to normal. We're closing this one out, sorry for the trouble today!
Posted Dec 08, 2020 - 11:14 EST
Monitoring
A fix has been implemented and we're monitoring the results before closing this out fully. Thanks so much for your patience!
Posted Dec 08, 2020 - 11:04 EST
Update
We're continuing to work on a solution to the slowness across Help Scout. Both the help desk and Beacon, including chat, may show delays and behave inconsistently. Emails and folders that are currently delayed will catch up once this is cleared. Thanks for bearing with us!
Posted Dec 08, 2020 - 10:35 EST
Identified
We've identified the cause of the issues causing the slowness across Help Scout this morning and are working on implementing a solution. We'll keep you informed on our progress -- thanks for your patience.
Posted Dec 08, 2020 - 10:04 EST
Update
We're continuing to investigate the ongoing situation. At this time you may see some slowness on the Web app (including Beacon Chat) and as you take actions in conversations, or navigate between folders. Thanks for your patience -- we'll keep you updated on our progress.
Posted Dec 08, 2020 - 09:48 EST
Investigating
We’ve been alerted to a problem with Help Scout - we’re investigating. You may see a delay for new emails in search, folder counts may be not updating correctly, and workflows may be delayed in running.
Posted Dec 08, 2020 - 09:39 EST
This incident affected: Beacon and Mailbox counts, folders, reports, search results.