Helpshift had 16 outages in the last 2 years totaling 38h 58m of downtime — averaging 0.7 incidents per month.
There were 16 Helpshift outages since October 9, 2025 totaling 38h 58m of downtime. Each is summarised below — incident details, duration, and resolution information.
We are currently experiencing an issue with our Analytics Dashboard due to a disruption with a Third-party Service.
This incident has been resolved.
We are currently experiencing degraded performance on the Helpshift Dashboard, which may impact the following services: Chatbots Dashboard Analytics Analytics API These services may experience reduced availability or functionality, and users may notice delays or inconsistencies while accessing data. We are actively monitoring the situation and will provide further updates as the issue progresses.
We continue to monitor the situation closely and will provide further updates as the issue progresses.
The issue caused by the Snowflake outage has been resolved. The following services are now fully operational: Dashboard Analytics Power BI Analytics API Data retrieval and processing have returned to normal, and all affected services are functioning as expected. If you encounter any related issues, please feel free to reach out to our Support team at [email protected]. We apologize for any inconvenience caused and appreciate your patience and understanding.
We are currently experiencing degraded performance impacting the Web Support Page. Users may encounter errors when attempting to create a ticket via the Contact Us form and Smart Forms.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
We are currently experiencing degraded performance affecting the Analytics Dashboard. Users may notice that the scroll function is not working as expected.
This incident has been resolved.
We are currently experiencing an issue with Helpshift, where some agents are encountering errors or latency on the dashboard.
We are continuing to investigate this issue.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
We are currently experiencing an outage impacting the Auto-assignment feature. Our team is actively investigating the issue and working to restore normal functionality as quickly as possible.
The issue has been identified and a fix is being implemented.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
We are currently experiencing a service disruption impacting the Issue Analytics data pipeline. As a result, the pipeline is not processing data, and analytics data is currently delayed by approximately 6 hours. Affected Components: Issue Analytics Dashboard Analytics API For the affected systems, data freshness is currently impacted beyond the last 6 hours. All other systems and platform functionalities remain fully operational. Our engineering team is actively investigating the issue and working continuously to restore normal operations as quickly as possible. We will keep providing updates until normal service is fully restored.
We are actively continuing our investigation into this issue and working to identify the root cause. We will share further updates as soon as we have more information.
We have identified the fix and are actively working on implementing it. The resolution involves restoring data from backups, and due to the large volume of data, the process is taking longer than expected. We will continue to share updates as more information becomes available.
A fix has been implemented and we are monitoring the results.
This incident has been resolved, and all impacted services are now operating as expected. If you encounter any related issues, please contact us at [email protected]. We sincerely apologize for any inconvenience caused.
We are currently experiencing a disruption in service. Our team is actively investigating the issue and working to restore normal functionality as quickly as possible.
We are continuing to investigate this issue.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
We are currently experiencing a disruption in service. Our team is actively investigating the issue and working to restore normal functionality as quickly as possible.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
We are currently experiencing a service outage affecting Helpshift Automations. At the moment, users may be unable to create new automations or load existing ones. Our engineering team is actively working to restore the service as quickly as possible.
This incident has been resolved.
We are currently experiencing degraded performance on the Helpshift Dashboard, which may impact the following services: Chatbots Time-Based Automations New Issue Automations Our team is actively investigating the root cause and will keep you updated with further information.
The root cause of the degraded performance has been determined, and a fix has been applied.
The affected services are now functioning as expected, and we are actively monitoring performance to maintain stability.
The issue has now been fully resolved and all services are operating normally. We apologize for any inconvenience caused and appreciate your patience while we worked on this. If you continue to experience any issues, please reach out to us at [email protected].
We are currently experiencing a partial degradation impacting the Team section of Dashboard Analytics. The following reports are affected: 1. Team – Trends (Overall) 2. Team – Trends (Workload) 3. Team – Summary by Agents
The issue has been identified and a fix is being implemented.
This incident has been resolved.
We are currently experiencing a degraded state with the AI Reply feature. Our engineering team is actively investigating the issue and working toward a resolution.
We are continuing to investigate this issue.
This incident has been resolved.
We are currently experiencing an issue with the “All New Issues” view, where some older Resolved/Rejected cases are incorrectly appearing as “New Issues.” Our engineering team is actively working to resolve this behavior. We’ll share updates as soon as a fix is deployed. We appreciate your patience and understanding. Thank you.
The issue has been identified and a fix is being implemented.
This incident has been resolved.
We are currently experiencing a Partial Outage impacting the following components: - Analytics API - PowerBI services - Dashboard Analytics This is due to the Ongoing AWS Outage: https://health.aws.amazon.com/health/status Our team is actively investigating and working to restore full functionality.
We're pleased to inform you that Dashboard Analytics is working as expected. However, Power BI and the Issues Analytics API are still impacted. Our team is actively working to resolve the issue at the earliest. We sincerely appreciate your patience and understanding, and we will continue to keep you updated.
Power BI and Issues Analytics API remain impacted. Our team is actively working to resolve the issue at the earliest. We sincerely appreciate your patience and understanding, and we will continue to keep you updated.
We are awaiting service recovery from our third-party cloud vendor. Power BI and Issues Analytics API remain impacted. We appreciate your patience and will provide updates as soon as the services are restored.
The issue has been identified and a fix is being implemented.
A fix has been implemented and we are monitoring the results.
The issue has been resolved. Power BI and Analytics API are now operational.
We are experiencing a partial degradation of the Issue Auto-assignment feature causing delays in assigning issues to agents.
The issue has been identified and a fix is being implemented.
This incident has been resolved.