# Help Scout: Help Desk API and Beacon Issues

- Impact (vendor’s label): critical
- Status: resolved
- Started: 2018-08-30 16:35 UTC · Resolved: 2018-08-30 17:24 UTC · Duration: 49 min
- Updates: 1
- [Vendor status page: https://status.helpscout.com/incidents/g19n42j60mrw](https://status.helpscout.com/incidents/g19n42j60mrw)
- [Company: Help Scout](https://rewindex.com/company/help-scout.md)

## Timeline of updates

- **resolved** 2018-08-30 17:24 UTC: All services are stable, so we're closing this out. Today’s issues were caused by an unexpected database failover due to a connection issue with AWS, which knocked the Help Desk APIs and Beacon offline for 23 minutes. We made some configuration changes to help with reliability going forward. We're also digging in to figure out what's going on with AWS to prevent this from happening again. Sorry for the trouble today!

_From the vendor’s published history: only the final update text is available for incidents before Rewindex began polling this page._


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Canonical: https://rewindex.com/company/help-scout/incidents/g19n42j60mrw · Markdown: https://rewindex.com/company/help-scout/incidents/g19n42j60mrw.md · JSON: https://rewindex.com/api/v1/companies/help-scout/incidents/g19n42j60mrw · Generated 2026-10-18T11:49:13.675Z