tag:status.helpspot.com,2005:/history HelpSpot Status - Incident history 2025-10-17T19:18:42.339+00:00 HelpSpot tag:status.helpspot.com,2005:Incident/cmgv8f59c00ngd6b6v90m4g0h 2025-10-17T19:18:42.339+00:00 2025-10-17T19:18:42.339+00:00 Secondary portal outage Type: Incident

Duration: 1 hour and 54 minutes

Affected Components: HelpSpot Cloud EU, HelpSpot Cloud US

Oct 17, 19:18:42 GMT+0
Investigating - We have reports of some secondary portals still being offline for some customers from the larger outage earlier. We're working on addressing the issue. All other systems are operational..

Oct 17, 20:53:47 GMT+0
Identified - Most customers are restored, but some edge cases remain that we are still addressing regarding some secondary portals..

Oct 17, 21:12:21 GMT+0
Resolved - This incident has been resolved..

]]> tag:status.helpspot.com,2005:Incident/cmguswfas07xabf3kutmimtta 2025-10-17T12:04:14.650+00:00 2025-10-17T12:04:14.650+00:00 System Outage Type: Incident

Duration: 1 hour and 53 minutes

Affected Components: HelpSpot Cloud EU, HelpSpot Cloud US

Oct 17, 12:04:14 GMT+0
Investigating - We are currently investigating this incident..

Oct 17, 12:44:20 GMT+0
Identified - We have identified the root cause of the issue and we are working on remediation steps..

Oct 17, 13:02:38 GMT+0
Identified - We have restore functionality to <https://support.helpspot.com> and we are testing a global fix for this issue..

Oct 17, 13:36:01 GMT+0
Monitoring - We implemented a fix that is currently rolling out to all customers. Customers should expect to see their systems come back online in the next 30 minutes..

Oct 17, 13:57:24 GMT+0
Resolved - This incident has been resolved..

Oct 17, 14:23:17 GMT+0
Postmortem - Our servers operating system (Ubuntu) updated Redis via its automated security update system. After the upgrade, Redis started with a permissions mismatch and could not write to its data directory. Because HelpSpot relies on Redis, this resulted in a service outage. **Remediation** We corrected directory ownership/permissions and verified Redis persistence before bringing services back online. Your system should now be stable again. **Next steps** We’re conducting a deeper review to analyze what additional controls and processes we need around the automated security update system for stateful services like Redis and will adjust our procedures as needed after that review is complete. This was our first system-wide outage in many years. Reliability is foundational to our service, and we will continue to invest in safeguards that keep your service consistently available. We apologize for the disruption. If you notice any lingering issues, please contact us and we’ll help right away..

]]> tag:status.helpspot.com,2005:Incident/cmcywf4ed00j57ri9r31lvbrh 2025-07-11T14:15:01.111+00:00 2025-07-11T14:17:51.442+00:00 HelpSpot Hosted Email Is Currently Experiencing Connectivity Issues Type: Incident

Duration: 7 minutes

Affected Components: HelpSpot Hosted Email

Jul 11, 14:17:51 GMT+0
Monitoring - We have implemented a fix and we are monitoring email connectivity.

Jul 11, 14:22:29 GMT+0
Resolved - This incident has been resolved..

Jul 11, 14:15:01 GMT+0
Investigating - We are currently investigating this incident. This only affects @[helpspotmail.com](http://helpspotmail.com) addresses..

]]> tag:status.helpspot.com,2005:Incident/cm7ic3zsk00kyg03nmrwlqk8i 2025-02-24T00:32:00.000+00:00 2025-02-24T00:32:00.000+00:00 Some hosts are experiencing performance issues and unresponsive pages. Type: Incident

Duration: 22 minutes

Affected Components: HelpSpot Cloud US

Feb 24, 00:32:00 GMT+0
Investigating - We are currently working on remediating .

Feb 24, 00:45:48 GMT+0
Identified - This is affecting a small number of hosts (less that 3%). We are have a remediation that we are applying to those hosts that should restore responsiveness in the next 15 minutes..

Feb 24, 00:53:46 GMT+0
Resolved - All hosts are now reporting a recovered state we will continue monitoring this evening..

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