HubSpot incident

Chat, conversation inbox and email sending in HelpDesk are unavailable for some customers

Notice Resolved View vendor source →

HubSpot experienced a notice incident on May 20, 2025 affecting Chat & Automation, lasting 34m. The incident has been resolved; the full update timeline is below.

Started
May 20, 2025, 07:16 PM UTC
Resolved
May 20, 2025, 07:51 PM UTC
Duration
34m
Detected by Pingoru
May 20, 2025, 07:16 PM UTC

Affected components

Chat & Automation

Update timeline

  1. identified May 20, 2025, 07:16 PM UTC

    We've identified the issue that's caused Chat and email sending in HelpDesk to be unavailable since 2:53 PM EDT (UTC -04:00) on May 20, 2025. We're addressing the cause of this issue and will update this page when we have more information. Only customers hosted in North America are currently impacted. We will be back with an update within 30 minutes.

  2. identified May 20, 2025, 07:21 PM UTC

    We've identified the issue that's caused Chat, email sending in HelpDesk and conversation inbox to be unavailable since 2:53 PM EDT (UTC -04:00) on May 20, 2025. We're addressing the cause of this issue and will update this page when we have more information. Only customers hosted in North America are currently impacted. We will be back with an update within 15 minutes.

  3. monitoring May 20, 2025, 07:44 PM UTC

    We've addressed the issue that caused chat, conversation inbox and email sending in HelpDesk to be unavailable since 2:53 PM EDT (UTC -04:00) on May 20, 2025. We're monitoring performance closely to ensure the tools recover properly. Only customers hosted in North America are currently impacted. We will be back with an update within 15 minutes.

  4. resolved May 20, 2025, 07:51 PM UTC

    Between 02:53 PM EDT (UTC -04:00) and 03:32 PM EDT (UTC -04:00), many customers hosted in North America experienced issues with chat, conversation inbox and email sending in HelpDesk. This was caused by a database impairment. As of 03:32 PM EDT (UTC -04:00), the affected tools are working properly and the incident has been fully resolved. HubSpot conducts a thorough review after each incident to understand the cause and prevent it from happening again. Learn more about HubSpot's commitment to reliability at www.HubSpot.com/reliability.