Changes / Help Scout / Connections Issues
Help Scout: Major incident: Connections Issues
Summary
Help Scout reported a major Web App connectivity outage starting 2025-10-20 09:50 UTC, lasting 2 h 46 min and resolved at 2025-10-20 12:37 UTC. The vendor attributed the disruption to a cloud infrastructure provider and confirmed normal platform performance after the provider’s disruption was fully resolved.
Machine-written from the diff below (Sol; type: incident outage). Check the diff before relying on it.
What changed
Before: not present
After: Connections Issues
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After: major
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After: resolved
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After: 2025-10-20 09:50 UTC
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After: 2025-10-20 12:37 UTC
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After: Web App
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After: We’ve identified the connectivity issues affecting our app as stemming from a disruption with one of our cloud infrastructure providers. Our team is monitoring their recovery closely. We’ll share an update as soon as we know more.
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After: Our infrastructure provider is reporting significant recovery, and most Help Scout services are now operating normally.
We'll continue to monitor the situation and will share an update as soon as possible.
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After: The earlier disruption with one of our cloud providers has been fully resolved. Help Scout services are stable, and we’ve confirmed normal performance across the platform. We’ll continue routine monitoring, but no further impact is expected.
Thanks for your patience while this issue was resolved.
First version of this incident archived by Rewindex. View the live incident.
History of this incident
| When (UTC) | Change | Kind |
|---|---|---|
| Major incident: Connections Issues (this change) Help Scout reported a major Web App connectivity outage starting 2025-10-20 09:50 UTC, lasting 2 h 46 min and resolved at 2025-10-20 12:37 UTC. The vendor attributed the disruption to a cloud infrastructure provider and confirmed normal platform performance after the provider’s disruption was fully resolved. | Major incident |
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