Search and Folder Issues
Incident Report for Help Scout
Starting around 10:00 AM EST, an update we pushed didn't go as planned, which caused some of our search services to fail. As a result, folders (Closed, Workflow folders) and search results were not showing updates as expected. As of this post, all search services are stable. New events and conversation updates are processing as they should be.

However, there's a large backlog of search events that we're processing now. 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. 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.

No data was lost while the search cluster was out of service. 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. Sorry for the trouble!
Posted 3 months ago. Sep 20, 2018 - 17:36 EDT