HelpScout incident
AI Features: Our AI service provider is experiencing issues
HelpScout experienced a minor incident on June 10, 2025 affecting AI Drafts and AI Answers and 1 more component, lasting 4h 48m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- monitoring Jun 10, 2025, 12:29 PM UTC
Our AI service provider is experiencing issues, resulting in intermittent errors with our AI features. We'll share updates as soon as possible.
- monitoring Jun 10, 2025, 01:43 PM UTC
We're seeing improvements with our AI features, but fewer intermittent errors are still occurring. We'll provide more updates as we have them.
- monitoring Jun 10, 2025, 02:25 PM UTC
We are continuing to monitor the issue with our AI service provider. We are seeing some improvements, but you may still encounter problems when using our AI features (AI Drafts, AI Assist, AI Summarize & AI Answers). We'll keep you updated as soon as we know more.
- monitoring Jun 10, 2025, 03:04 PM UTC
Our AI service provider has identified the issue on their end, but has advised that it may take another few hours before it is fully resolved. We will continue to monitor on our end and will keep you updated here.
- monitoring Jun 10, 2025, 04:07 PM UTC
We are seeing continued recovery with our AI Proivder. We will provide further updates as progress is made.
- resolved Jun 10, 2025, 05:17 PM UTC
We've continued to see improvements with our AI Features and made a minor change to restore functionality while we wait for the original issue to be resolved entirely. You'll see our AI Features working in app, but if you have questions reach out to our support team via [email protected]