On Feb 7, we experienced a service issue in our search and reports infrastructure, resulting in some delays in updates to search results, folder counts, message previews, email and workflow processing, and reports. During this time, Help Scout experienced no downtime in the web or mobile apps nor was any data lost.
Folder count updates, message previews and workflows were delayed for roughly an hour, while report queues took about 3 hours to normalize.
Moving forward, we’ll be more vigilant in actively monitoring the segment of our search infrastructure backend which caused the delays this morning. With the current fixes in place, we’re better positioned to ensure they don’t occur again ahead of future upgrades to search infrastructure. Sorry again for the trouble this morning folks.