Help Scout incident

AI Feature Issue

Notice Resolved View vendor source →
Started
Apr 21, 2026, 07:50 PM UTC
Resolved
Apr 21, 2026, 10:01 PM UTC
Duration
2h 10m
Detected by Pingoru
Apr 21, 2026, 07:50 PM UTC

Affected components

AI DraftsAI AnswersAI SummarizeAI Assist

Update timeline

  1. investigating Apr 21, 2026, 07:50 PM UTC

    We’re currently investigating reports of issues with our AI Features. We will continue to update as we have more information.

  2. monitoring Apr 21, 2026, 08:22 PM UTC

    Our team has pushed a fix for this issue and we're monitoring the situation for now. We're hopeful that we can get things back to normal soon!

  3. monitoring Apr 21, 2026, 09:29 PM UTC

    Our AI features should all be functional again! We'll continue to monitor things for a bit longer just to make sure all is well before closing this one out.

  4. resolved Apr 21, 2026, 10:01 PM UTC

    Thanks for your patience today folks. This issue has been resolved an all AI features should be functioning normally again. Apologies for the disruption!

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