Companies/Help Scout/Incidents

Help Scout: Search and Folder Issues

Timeline of updates

1. resolved2017-12-20 23:40 UTC

   We're starting the re-queue process for all customer accounts, for all conversation updates that took place between 2:40PM EST and 5:00PM EST. Over the next few hours, you'll start to see your Closed folder, search results, and reporting drill downs populate with conversation updates from earlier in the day. Additionally, workflows that did not fire right away due to the search delay will fire soon, just a bit later than we'd like. Tags are the final piece of the puzzle. If you visit the Tags management page, and you're not seeing newly created tags, those tags will populate once the data backlog has cleared. Again, to be clear, no data was lost during this event. All customer emails were sent and delivered, except for delayed Workflow emails, as mentioned above. There's nothing you need to do in Help Scout (or outside of Help Scout) during the re-queue process. You can keep working as usual! We're very sorry for the trouble this caused today. We've already made some quick changes to prevent this from happening again, but we'll publish a post-mortem in the next 24 hours with details as to what happened, and why.

From Help Scout’s published incident history: for incidents before Rewindex began polling this status page, only the final update text is available.

Impact, status and times are the vendor’s own, as last archived. View on status.helpscout.com (opens in new tab).

Help Scout profileRecent Help Scout incidentsAll outages on December 20, 2017Help Scout in December 2017MarkdownJSON