HelpSpot Status - Incident history https://status.helpspot.com HelpSpot Fri, 17 Oct 2025 19:18:42 +0000 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. Type: Incident

Duration: 1 hour and 54 minutes

Affected Components: ,

<p><small>Oct <var data-var='date'> 17</var>, <var data-var='time'>19:18:42</var> GMT+0</small><br><strong>Investigating</strong> - 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..</p> <p><small>Oct <var data-var='date'> 17</var>, <var data-var='time'>20:53:47</var> GMT+0</small><br><strong>Identified</strong> - Most customers are restored, but some edge cases remain that we are still addressing regarding some secondary portals..</p> <p><small>Oct <var data-var='date'> 17</var>, <var data-var='time'>21:12:21</var> GMT+0</small><br><strong>Resolved</strong> - This incident has been resolved..</p> ]]> Fri, 17 Oct 2025 19:18:42 +0000 https://status.helpspot.com/incident/cmgv8f59c00ngd6b6v90m4g0h https://status.helpspot.com/incident/cmgv8f59c00ngd6b6v90m4g0h 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. Type: Incident

Duration: 1 hour and 53 minutes

Affected Components: ,

<p><small>Oct <var data-var='date'> 17</var>, <var data-var='time'>12:04:14</var> GMT+0</small><br><strong>Investigating</strong> - We are currently investigating this incident..</p> <p><small>Oct <var data-var='date'> 17</var>, <var data-var='time'>12:44:20</var> GMT+0</small><br><strong>Identified</strong> - We have identified the root cause of the issue and we are working on remediation steps..</p> <p><small>Oct <var data-var='date'> 17</var>, <var data-var='time'>13:02:38</var> GMT+0</small><br><strong>Identified</strong> - We have restore functionality to <https://support.helpspot.com> and we are testing a global fix for this issue..</p> <p><small>Oct <var data-var='date'> 17</var>, <var data-var='time'>13:36:01</var> GMT+0</small><br><strong>Monitoring</strong> - 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..</p> <p><small>Oct <var data-var='date'> 17</var>, <var data-var='time'>13:57:24</var> GMT+0</small><br><strong>Resolved</strong> - This incident has been resolved..</p> <p><small>Oct <var data-var='date'> 17</var>, <var data-var='time'>14:23:17</var> GMT+0</small><br><strong>Postmortem</strong> - 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..</p> ]]> Fri, 17 Oct 2025 12:04:14 +0000 https://status.helpspot.com/incident/cmguswfas07xabf3kutmimtta https://status.helpspot.com/incident/cmguswfas07xabf3kutmimtta 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. Type: Incident

Duration: 7 minutes

Affected Components:

<p><small>Jul <var data-var='date'> 11</var>, <var data-var='time'>14:17:51</var> GMT+0</small><br><strong>Monitoring</strong> - We have implemented a fix and we are monitoring email connectivity.</p> <p><small>Jul <var data-var='date'> 11</var>, <var data-var='time'>14:22:29</var> GMT+0</small><br><strong>Resolved</strong> - This incident has been resolved..</p> <p><small>Jul <var data-var='date'> 11</var>, <var data-var='time'>14:15:01</var> GMT+0</small><br><strong>Investigating</strong> - We are currently investigating this incident. This only affects @[helpspotmail.com](http://helpspotmail.com) addresses..</p> ]]> Fri, 11 Jul 2025 14:15:01 +0000 https://status.helpspot.com/incident/cmcywf4ed00j57ri9r31lvbrh https://status.helpspot.com/incident/cmcywf4ed00j57ri9r31lvbrh 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. Type: Incident

Duration: 22 minutes

Affected Components:

<p><small>Feb <var data-var='date'> 24</var>, <var data-var='time'>00:32:00</var> GMT+0</small><br><strong>Investigating</strong> - We are currently working on remediating .</p> <p><small>Feb <var data-var='date'> 24</var>, <var data-var='time'>00:45:48</var> GMT+0</small><br><strong>Identified</strong> - 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..</p> <p><small>Feb <var data-var='date'> 24</var>, <var data-var='time'>00:53:46</var> GMT+0</small><br><strong>Resolved</strong> - All hosts are now reporting a recovered state we will continue monitoring this evening..</p> ]]> Mon, 24 Feb 2025 00:32:00 +0000 https://status.helpspot.com/incident/cm7ic3zsk00kyg03nmrwlqk8i https://status.helpspot.com/incident/cm7ic3zsk00kyg03nmrwlqk8i