Help Desk and Conversations Inbox channels not receiving ticket

Update timeline

1. identified Feb 05, 2026, 09:06 PM UTC

   We estimate that we will restore service in the next half an hour. We are mitigating impact from a database impairment which we believe is caused by a traffic surge. We are scaling the system and pausing non-critical tasks to reduce load. We will be back with an update within 15 minutes. The information on this page reflects our understanding of the incident and impact at the time of the update.

2. monitoring Feb 05, 2026, 09:20 PM UTC

   We've addressed the issue that caused HelpDesk to be partially unavailable in North America, Europe, the Asian Pacific since 02:23 PM (UTC -05:00). We're monitoring performance closely to ensure the tools recover properly. The information on this page reflects our understanding of the incident and impact at the time of the update.

3. resolved Feb 05, 2026, 09:36 PM UTC

   Between 03:25 PM (UTC -05:00) and 03:59 PM (UTC -05:00), many customers in all affected regions experienced issues with helpdesk, inbox. This was caused by a database impairment. As of 03:59 PM (UTC -05:00), our helpdesk, inbox 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. The information on this page reflects our understanding of the incident and impact at the time of the update.