# Help Scout: Beacon chat is unavailable

- Impact (vendor’s label): critical
- Status: resolved
- Started: 2019-05-29 17:30 UTC · Resolved: 2019-05-29 18:38 UTC · Duration: 1.1 h
- Updates: 1
- [Vendor status page: https://status.helpscout.com/incidents/h08zl52gzgw5](https://status.helpscout.com/incidents/h08zl52gzgw5)
- [Company: Help Scout](https://rewindex.com/company/help-scout.md)

## Timeline of updates

- **resolved** 2019-05-29 18:38 UTC: The root cause of this problem has to do with a third party service we rely on for chat availability. When that service ran into problems today between 1:04pm and 2:20pm EDT, chat was unavailable in Beacon. Total time chat availability was not functioning properly during that window was roughly 25 minutes. During the incident, we uncovered a bug in Beacon which also made email/messaging unavailable if chat was unavailable. That bug has been fixed and deployed already, so that if we run into further trouble in the future, customers will still be able to send an email. Apologies 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._


---
Canonical: https://rewindex.com/company/help-scout/incidents/h08zl52gzgw5 · Markdown: https://rewindex.com/company/help-scout/incidents/h08zl52gzgw5.md · JSON: https://rewindex.com/api/v1/companies/help-scout/incidents/h08zl52gzgw5 · Generated 2026-10-18T09:56:25.888Z