Helpshift experienced a major incident on September 16, 2025 affecting Web Chat and Web Support Page and 1 more component, lasting 2h 29m. The incident has been resolved; the full update timeline is below.
Affected components
Web ChatWeb Support PageWebhooksIssues Analytics APIHelpshift APIsTime Based AutomationBotsChannel IntegrationsPowerBiPre-issue flow
Update timeline
- investigating Sep 16, 2025, 12:46 PM UTC
We are currently experiencing intermittent failures impacting the following components: - Bots - Automations - Webhooks - Pre-Issue flow - Helpshift Api - End-user Presence Detection - Integrations - FAQs - Analytics Our team is actively investigating and working to restore full functionality
- investigating Sep 16, 2025, 01:29 PM UTC
We are continuing to investigate this issue.
- investigating Sep 16, 2025, 01:31 PM UTC
We are continuing to investigate this issue.
- identified Sep 16, 2025, 01:40 PM UTC
The issue has been identified and a fix is being implemented.
- monitoring Sep 16, 2025, 02:07 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Sep 16, 2025, 03:15 PM UTC
This incident has been resolved.