Portal users unable to chat with support

Update timeline

1. investigating Sep 03, 2025, 11:38 PM UTC

   We are currently investigating an issue with Portal chat support. For some users, the chat freezes and they are unable to reach support. As a workaround users are able to email support ([email protected]) or submit a request in the help center (https://support.huntress.io/).

2. identified Sep 04, 2025, 02:07 AM UTC

   We have identified a potential issue with our Zendesk live chat widget and are working closely with Zendesk to resolve the issue. Chat is currently disabled while we work to resolve the problem. We will post another update again tomorrow (September 4th US Eastern). All other avenues of contact are available as normal and our team is online to support. Email Product Support via ([email protected]) or SOC Support via ([email protected]). Phone Call Requests and emails via the dashboard for Critical Incidents remain unaffected and attended as normal.

3. monitoring Sep 04, 2025, 11:10 AM UTC

   Zendesk has implemented a fix for the Zendesk live chat widget issue, and we can confirm that the service is now fully operational. Live chat support is available as normal, and we will continue to monitor before considering this fully resolved. If you have any further issues, please raise them with us. We appreciate your patience and understanding while we worked with Zendesk to resolve this matter. All other support channels, including email and phone requests for critical incidents, remain unaffected and available.

4. resolved Sep 04, 2025, 03:32 PM UTC

   This incident has been resolved.