# Help Scout: Critical incident: Connection Issues

**Summary:** Help Scout reported critical intermittent access issues affecting its Web App starting at 2026-04-20 14:52 UTC. Access was fully restored and the incident closed at 2026-04-20 15:04 UTC; the reported duration was 11 min. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2026-04-20 14:52 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/j2vdn8dnwkzw](https://stspg.io/j2vdn8dnwkzw)
- [Company: Help Scout](https://rewindex.com/company/help-scout.md)
- Versions: before (none: first archived) → after incident\_version:330/tpz10wqn3blh@01b96ca999db
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Connection Issues
```

**2. Added: Impact**

```diff
+ critical
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-04-20 14:52 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-04-20 15:04 UTC
```

**6. Added: Affected components**

```diff
+ Web App
```

**7. Added: Update** (identified) · 2026-04-20 14:52 UTC

```diff
+ 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.
```

**8. Added: Update** (resolved) · 2026-04-20 15:04 UTC

```diff
+ The team has confirmed that the access issues have been fully resolved, and this incident is now closed. Thank you again for your patience!
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-04-20 14:52 UTC | Critical incident: Connection Issues (this change) | outage |

All Help Scout changes: [timeline](https://rewindex.com/company/help-scout/changes.md)
_Diff excerpts are shown on normalized text: dates, counters and tokens appear as ‹date›, ‹count›, ‹tok›; noise-only edits are hidden. Rewindex shows the changed passages, not a copy of the page._


---
Canonical: https://rewindex.com/change/i184f6ec5ba4b8a · Markdown: https://rewindex.com/change/i184f6ec5ba4b8a.md · JSON: https://rewindex.com/api/v1/changes/i184f6ec5ba4b8a · Generated 2026-10-18T01:30:25.442Z