Companies/Help Scout/Incidents

Help Scout: Follow-up from yesterday

Timeline of updates

1. resolved2016-04-22 19:25 UTC

   This afternoon around 3:30pm EDT, we'll be re-processing messages accepted by Help Scout between 5-8pm EDT on April 21. Our investigation showed that a number of messages were not delivered in this window, which is why we're going to re-process them. Although we do have logic to detect and remove duplicates, there is a small possibility you will see duplicate messages come in. We want to make sure no conversations go missing, so we're willing to accept a small percentage of duplicates. While these messages will be delayed, we are very pleased to tell you that it doesn't seem any data was lost. With regard to outbound email, we believe everything was processed properly and as expected once we turned outbound email systems back on last night. Lastly, whenever conversations are created or updated in Help Scout, a series of events run in order to send notifications and run other automated tasks. In some cases, those events did not run, which may have resulted in odd/inaccurate folder counts in Help Scout today. To resolve this, we're kicking off a full re-index of all activity in the last 24 hours. That should clear everything up from the 21st. To read about the steps we are and have already taken to prevent this sort of thing in the future, see the postmortem here- http://status.helpscout.net/incidents/0qjmnv2vy7m1 (opens in new tab). Have a great weekend!

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 April 22, 2016Help Scout in April 2016MarkdownJSON