Helpshift experienced a major incident on October 20, 2025 affecting Analytics Dashboard and Issues Analytics API and 1 more component, lasting 17h 45m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Oct 20, 2025, 01:34 PM UTC
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.
- investigating Oct 20, 2025, 11:50 PM UTC
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.
- investigating Oct 21, 2025, 03:38 AM UTC
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.
- investigating Oct 21, 2025, 04:38 AM UTC
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.
- identified Oct 21, 2025, 07:04 AM UTC
The issue has been identified and a fix is being implemented.
- monitoring Oct 21, 2025, 07:05 AM UTC
A fix has been implemented and we are monitoring the results.
- resolved Oct 21, 2025, 07:07 AM UTC
The issue has been resolved. Power BI and Analytics API are now operational.