Historical record of incidents for Helpshift
Report: "Issue with Help Center page"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
We are continuing to investigate this issue.
We are currently investigating this issue.
Report: "System Outage"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
The issue has been identified and a fix is being implemented.
We are continuing to investigate this issue.
We are continuing to investigate this issue.
We are experiencing degraded performance across the system, including dashboard slowness.
Report: "Bulk email notifications being triggered."
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
The issue has been identified and a fix is being implemented.
We are continuing to investigate this issue.
We are currently investigating this issue.
Report: "Degraded Performance for issue creation via platform iOS"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
The issue has been identified and a fix is being implemented.
We are currently investigating this issue.
Report: "Delay in loading Dashboard Reports"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
The issue has been identified and a fix is being implemented.
We are experiencing degraded performance on the Helpshift Dashboard Reports screen and are investigating the issue.
Report: "Issue with chatbot workflow"
Last updateWe are pleased to inform you that the issue has been resolved, and the bot workflow is now operational. We sincerely apologize for any inconvenience this may have caused.
A fix has been implemented and we are monitoring the results.
We are continuing to investigate this issue.
We're currently experiencing issues with the chatbot workflow. Our team is actively working to restore normal performance. We're sincerely sorry for any inconvenience.
Report: "Language AI Service Outage"
Last updateThis incident has been resolved !
The issue has been fixed. Language AI service is functioning fine. We are monitoring the fix.
We’re experiencing a service outage with Language AI. Our team is currently working to restore the service. We apologize for any inconvenience.
Report: "Delay in Chat Experience"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
We are currently investigating this issue.
A fix has been implemented and we are monitoring the results.
We are continuing to investigate this issue.
We are currently experiencing an issue with Helpshift's chat functionality. End users may be unable to create an issue, or, after issue creation, they might encounter delays in their chat interactions with bots or automations. We will keep you updated.
Report: "HelpCenter is not loading on SDKX"
Last updateWe are pleased to inform you that the issue has been resolved, and the Helpcenter on SDK X is now operational. We sincerely apologize for any inconvenience this may have caused.
We are continuing to investigate this issue.
We are currently experiencing performance issues with the Helpcenter on SDKX. Our team is currently working to restore normal performance levels. We're sincerely sorry for any inconvenience.
Report: "Issue with Bots workflow"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
There is an outage with Helpshift Bots
Report: "Dashboard Analytics Degraded State"
Last updateThis incident is now Resolved
Dashboard Analytics is currently in a degraded State. The following reports are impacted: - Overview page - All reports under issues - All reports under Bots
Report: "Partial Outage with the third party who implemented the CAPTCHA"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
An issue with a third-party vendor currently impacts our issue filing on the Contact Us page in the Help Center. We are discussing the matter with the third party's technical team.
Report: "Issue with Inbound Outbound Mail Delivery system"
Last updateThis incident has been resolved.
We are continuing to monitor for any further issues.
A fix has been implemented and we are monitoring the results.
We are currently experiencing email delivery issues reported by Mailgun. We will provide updates as soon as they are available.
Report: "Issue with Outbound Mail Delivery system"
Last updateWe're pleased to inform you that the incident affecting the Outbound Mail Delivery system has been successfully resolved. We apologize for any inconvenience this has caused, and we appreciate your patience and understanding during this time. If you encounter any additional issues or have any questions, please do not hesitate to contact our support team (support@helpshift.com). I appreciate your cooperation.
We are continuing to monitor for any further issues.
A fix has been implemented and we are monitoring the results.
We are currently experiencing email delivery issues reported by Mailgun. We will provide updates as soon as they are available.
Report: "Issue with Outbound Mail Delivery system"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
We are currently experiencing email delivery issues reported by Mailgun. We will provide updates as soon as they are available.
Report: "Show Logs, CSV Reports and Webhooks Partial Degradation"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the result.
We'd like to inform you that we've scheduled maintenance to address this issue today from 2:30 am to 3:30 am UTC. Upon completion of the maintenance, we expect resolving the performance issue with Show Logs and CSV Reports.
I would like to inform you that the Webhooks systems are successfully restored. Our team is still working on restoring to normal performance levels for other two components (Show logs and CSV Reports).
We are currently experiencing performance issues with Show Logs, CSV Reports and Webhooks. We are continuing to investigate this issue.
We are currently experiencing performance issues with Show Logs and CSV Reports. Our team is currently working to restore normal performance levels. We're sincerely sorry for any inconvenience.
Report: "Partial Degradation for Tiny URL, Smart Intents, Show Logs and Push Notifications"
Last updateThis incident has been resolved.
We are continuing to monitor for any further issues.
A fix has been implemented and we are monitoring the results.
We are currently investigating this issue.
Report: "Language AI Service Outage"
Last updateThis incident has been resolved.
The issue has been fixed. Language AI service is functioning fine. We are monitoring the fix.
We’re experiencing a service outage with Language AI. Our team is currently working to restore the service. We apologize for any inconvenience. Next update in 12:00 PM IST
Report: "Degraded performance issues with Chatbots (Custom Bot, Feedback Bot, Quick Search Bot, Identity Bot.) and Webhook delivery."
Last updateWe're pleased to inform you that the incident affecting the performance of Chatbots (Custom Bot, Feedback Bot, Quick Search Bot, Identity Bot) and Webhook delivery has been successfully resolved. Our team has worked diligently to restore normal performance levels, and all systems are now operating as expected. We apologize for any inconvenience this may have caused and appreciate your patience and understanding during this time. If you encounter any further issues or have any questions, please don't hesitate to reach out to our support team (support@helpshift.com) Thank you for your cooperation.
The Webhooks and chatbot engine is back to normal now. We are currently monitoring the situation. We apologise for the inconvenience.
We’re currently experiencing degraded performance issues with Chatbots (Custom Bot, Feedback Bot, Quick Search Bot, Identity Bot.), Webhook delivery. Our team is currently working to restore normal performance levels. We apologize for any inconvenience.
Report: "Degraded performance issues with Chatbots (Custom Bot, Feedback Bot, Quick Search Bot, Identity Bot.) , Issue logs and Webhook delivery"
Last updateWebhooks are operational now. All the services are fully operational now. We apologize for any inconvenience.
The Chatbot is operational now. The Webhooks are still delayed and we are working on it.
The issue logs are operational now. Chatbot engine and webhooks are still delayed and we are working on it.
We’re currently experiencing degraded performance issues with Chatbots, Issue logs, Webhook delivery. Our team is currently working to restore normal performance levels. We apologize for any inconvenience.
Report: "Dashboard and Bots performance degraded"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
A fix has been implemented and we are monitoring the results.
We are continuing to investigate this issue.
We are continuing to investigate this issue.
We are continuing to investigate this issue.
Chat Bots, Auto-assignment, Issue Status, Web chat re-engagement currently experiencing degraded performance. Our team is investigating the issue.
The Issue Status is not getting updated. Our team is currently investigating the issue.
Report: "Database degradation issue"
Last updateThis incident has been resolved.
We are continuing to investigate this issue.
We are continuing to investigate this issue.
We are continuing to investigate this issue.
We are continuing to investigate this issue.
Impacted services: Audit trails Smart intents, this will impact Issue creation where smart intents are enabled Push notifications Tiny url service CSV reports
We are currently investigating this issue.
Report: "Issue with Webhooks (China region)"
Last updateThis incident has been resolved.
We are currently investigating this issue.
Report: "Issue with Time based automation (China region)"
Last updateThis incident has been resolved.
The issue has been identified and a fix is being implemented.
We’re experiencing a service outage with time based automation. Our team is currently working to restore the service. We apologize for any inconvenience. This will have impact only for China region.
Report: "Webchat is down (in-app)"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
We have found the root cause, we are fixing this issue.
We are currently investigating this issue.
Report: "Dashboard Analytics"
Last updateThis incident has been resolved.
The issue has been identified and a fix is being implemented.
Dashboard Analytics is not loading
Report: "Degraded Performance for Quick Replies"
Last updateThis incident has been resolved
The issue has been identified and a fix is being released
We are currently investigating this issue.
Report: "Issue with Help Center page"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
We are currently investigating this issue.
Report: "Issue with Third-party integrations [FB, Whatsapp, Discord]"
Last updateThis incident has been resolved.
We’re currently experiencing issues with Issue with Third-party integrations [FB, Whatsapp, Discord]. Our team is currently working to restore normal performance levels. We apologize for any inconvenience.
Report: "Degraded performance for Mark as Duplicate and Reject"
Last updateThis incident has been resolved.
The issue has been identified and a fix is being implemented.
We’re currently experiencing degraded performance issues with Mark as Duplicate and Reject. Our team is currently working to restore normal performance levels. We apologize for any inconvenience.
We are currently investigating this issue.
Report: "Dashboard, Power BI and API Analytics."
Last updateThe issue is resolved now. All analytics pipelines are now up to date
The FAQs analytics pipeline is up to date, synchronized with both Power BI dashboard analytics and the Analytics API. We are actively monitoring the fix
We have implemented the fix. Issue analytics in powerBI, dashboard analytics is upto date now. Data flow is stable, and we are actively monitoring the implemented fix
We have identified the root cause & working on the fix.
We are currently in the process of investigating this issue.
We are continuing to investigate this issue.
We are facing a degradation in our analytics pipeline because of which analytics data is stale and refreshed till 6 AM UTC, 27 November, 2023 on PowerBI Template App , Analytics API and Dashboard Analytics. We are investigating the issue and will have an update soon.
Report: "CSV Reports Outage"
Last updateWe would like to inform you that the CSV reports are fully functional, all reports are getting generated. Latest hourly reports have uploaded successfully. This issue is resolved.
We are continuing to investigate this issue
CSV reports are not operational
Report: "All services are partially degraded"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
We are continuing to investigate this issue.
We are continuing to investigate this issue.
We are currently investigating this issue.
Report: "Message Delivery Workflow"
Last updateThis incident has been resolved.
Currently, our message delivery workflow is in a degraded state. Messages from agents to end users are experiencing a delay.
Report: "Functionality Degradation"
Last updateWe are pleased to inform you that we have successfully resolved the webhooks issue and it is back to normal.
We have increased the scale capacity for webhooks and it has started to recover. I'll share the next update shortly.
I would like to inform you that everything is back to normal except webhooks. We are working on restoring it. I’ll share an update on webhooks shortly.
We are pleased to inform you that we have restored the following features and they are back to normal - Chatbot Dashboard
We are continuing to investigate this issue.
We are continuing to investigate this issue.
We are continuing to investigate this issue.
We are currently experiencing a delay and few features are in degraded state. We are investigating on it.
Report: "Auto assignment is not working"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
The issue has been identified and a fix is being implemented.
We are still investigating on the issue
Currently we experiencing the issue auto assignment is not working. Our team are investigating on the issue
Report: "Degraded Performance - Time Based Automations"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
We are experience degraded performance in our Time Based Automations. Currently, the team is investigating the issue. We will keep you posted on the progress.
Report: "Dashboard Slowness"
Last updateThis incident has been resolved.
We are currently investigating this issue.
Report: "issue with Feedback Bots reopen step execution"
Last updateThe backend team has undone the recent change, and it appears that all the existing workflows are working just fine.
A fix has been implemented and we are monitoring the results.
The issue has been identified and a fix is being implemented.
We are seeing some issues with Feedback Bots reopen step execution. Our team is currently investigating the problem and working on a solution to fix it.
Report: "Degradation in auto-assignment system"
Last updateWe have released the fix. Issue is now resolved.
A fix has been implemented and we are monitoring the results.
The issue has been identified and a fix is being implemented.
We've observed some degradation in our auto-assignment system. Our team is currently investigating the problem and working on a solution to fix it.
Report: "Helpshift API service outage"
Last updateWe are pleased to inform you that our technical team has successfully implemented the necessary fixes, and our API services are now up and running smoothly. Once again, thank you for your patience and understanding during this time. We apologize for any inconvenience this disruption may have caused. If you have any immediate concerns or questions, please contact our customer support team at support@helpshift.com.
We have implemented the fix to this issue. Our API services are back to normal. We are monitoring the fix.
Currently, the team is working on scaling up the application cluster to mitigate the issue. Please note that we are working on this issue with the highest priority, and we are sure, we will soon be able to resolve this issue. We apologize for any inconvenience and will post another update as soon as we learn more.
We're experiencing a service outage with our REST APIs. Our team is currently working to restore the service. We apologize for any inconvenience. Your external scripts that use Helpshift's REST APIs may be affected. Kindly expect our next update in 30 mins.
Report: "HS-API Outage"
Last updateWe are pleased to inform you that our technical team has successfully implemented the necessary fixes, and our API services are now up and running smoothly. 1. **Issue Resolved:** The technical issue that caused the disruption has been identified and resolved. 2. **Feedback:** Your feedback is invaluable to us. If you encounter any further issues or have suggestions for improvement, please don't hesitate to reach out to our support team. Once again, thank you for your patience and understanding during this time. We apologize for any inconvenience this disruption may have caused, and we are dedicated to providing you with the high-quality services you deserve. We greatly appreciate your trust in us as your service provider, and we look forward to serving you without interruption in the future. If you have any immediate concerns or questions, please contact our customer support team at support@helpshift.com
We have implemented the fix to this issue and currently, our API services are back to normal. We are monitoring the fix.
We are again seeing increased error rate in HS API service. We are investigating further.
A fix has been implemented and we are monitoring the results.
We are experiencing issues with the HS-API. We are currently investigating on this issue.
Report: "Issue with the SDK X and Web Chat Conversation Service"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
The WebSDK API statistics have shown a significant increase in response times, accompanied by a decrease in the number of API requests.
Report: "Dashboard Analytics Outage"
Last updateWe have fixed this issue. The Analytics dashboard is operational now.
We are trying to get in touch with our Embedded BI provider. We are currently investigating more on this issue
We are facing issue with Dashboard Analytics. As per the initial investigation it seems that this is an issue with one of our Embedded BI provider. We are currently investigating more on this issue.
Report: "Increased delay in webhook delivery from Helpshift"
Last updateThe lag is now back to normal. This issue is resolved.
We are currently investigating this issue.
Report: "Delay in webhook delivery"
Last updateThe lag is now back to normal. This issue is resolved.
The lag is back to normal. We are monitoring the situation.
Noticing an increased delay in webhook delivery from Helpshift, due to a spike in traffic
Report: "New issues on dashboard unable to respond."
Last updateThis is resolved. Issue has been fixed now.
A fix has been implemented and we are monitoring the results.
The issue has been identified and a fix is being implemented.
We’re experiencing a service outage with new issues on dashboard unable to respond. Our team is currently working to restore the service. We apologize for any inconvenience. Some users may be affected. .We are releasing a fix by 10:00 AM UTC time.
Report: "Helpcenter page is down"
Last updateThis incident has been resolved.
Verified on our customers Help Center pages and it seems to be working just fine there.
Our public Help Center is down, getting 503 error, service is unavailable https://support.helpshift.com/hc/
Report: "Issue with Dashboard, Power BI and API Analytics"
Last updateThis incident has been resolved.
A fix has been implemented and we are monitoring the results.
We have identified the issue and working on applying the planned changes and resuming the pipeline. The ETA for data freshness to resume is 4 hours.
We are continuing to investigate this issue.
We are facing a degradation in our analytics pipeline because of which Issues analytics data is stale and refreshed till 1st July, 2023 on PowerBI Support analytics app, Analytics API and Dashboard analytics We are investigating the issue and will have an update soon.
We are currently investigating this issue.
Report: "Connection Issue"
Last updateThis incident has been resolved.
Since the problem has been partially resolved, a few internal jobs still might fail. The engineering team has planned the fix for 2nd June (today) IST.
This has impacted CSV reports [daily audit reports]. This problem is partially resolved.
The issue has been identified and a fix is being implemented.