Help Desk API and Beacon Issues

Incident Report for Help Scout

Resolved

All services are stable, so we're closing this out. Today’s issues were caused by an unexpected database failover due to a connection issue with AWS, which knocked the Help Desk APIs and Beacon offline for 23 minutes. We made some configuration changes to help with reliability going forward. We're also digging in to figure out what's going on with AWS to prevent this from happening again. Sorry for the trouble today!
Posted Aug 30, 2018 - 13:24 EDT

Update

All services are stable, so we're closing this out. Today’s issues were caused by an unexpected database failover due to a connection issue with AWS, which knocked the Help Desk APIs and Beacon offline for 23 minutes. We made some configuration changes to help with reliability going forward. We're also digging in to figure out what's going on with AWS to prevent this from happening again. Sorry for the trouble today!
Posted Aug 30, 2018 - 13:22 EDT

Monitoring

Both Help Desk APIs, as well as the Beacon embed (and live chat) are back online and available to use. We'll continue to monitor for a bit longer before wrapping this up.
Posted Aug 30, 2018 - 12:56 EDT

Investigating

The Help Desk API, Beacon, and live chat are unavailable at the moment. We're on it, and we'll post updates here as we have them.
Posted Aug 30, 2018 - 12:35 EDT
This incident affected: Public APIs (Inbox API) and Beacon.