Help Scout

Affected: Mailbox counts, folders, reports, search results

Failure mode: Data delayed, stale, lost or corrupted, or needing replay after recovery. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. monitoring 2026-09-22 18:56 UTC

   Our Team identified a backend issue impacting Views and folder counts. A fix is now in place and Inbox will take some time to normalize. Conversations should start to move into the correct views as we work through the backlog. We will continue monitoring.

2. resolved 2026-09-22 19:32 UTC

   Inbox (specifically View) behavior is stable across the board, so we're closing this out. Thank you for your patience while we worked on this one!

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: Mailbox counts, folders, reports, search results

Failure mode: Data delayed, stale, lost or corrupted, or needing replay after recovery. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. identified 2026-08-31 15:09 UTC

   We are currently seeing some issues with conversation counts and inbox views not refreshing accurately. You may also see routing, SLAs, and sentiment impacts. Our Engineering Team has identified the root cause and they're currently working to bring them back online.

2. monitoring 2026-08-31 16:00 UTC

   A fix is now in place for the Inbox issues affecting folder/view counts, routing, SLAs, sentiment. While there is a backlog of data being processed, you should start to see issues resolve. Our Engineering Team is continuing to monitor the situation.

3. monitoring 2026-08-31 17:03 UTC

   A fix is in place for the SLAs, Routing, and Sentiment issues. We have been alerted to continuing issues around conversation counts not updating accurately. Our Engineering Team is monitoring these issues and identifying whether an additional fix is needed. We will continue to...

4. resolved 2026-08-31 19:06 UTC

   Inbox behavior (Conversation Counts, SLAs, Routing, and Sentiment issue) is stable across the board, so we're closing this out. Thank you for your patience while we worked on this one!

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: AI Drafts, AI Answers, AI Summarize, AI Assist

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. investigating 2026-08-18 15:38 UTC

   We’re currently investigating reports of customers running into errors in the Inbox and while using AI Drafts. We will continue to update as we have more information.

2. monitoring 2026-08-18 15:54 UTC

   A fix is now in place, and there should no longer be any issues. Our Engineering Team is continuing to monitor the situation.

3. resolved 2026-08-18 18:50 UTC

   Inbox and AI Draft behavior is stable across the board, so we're closing this out. Thank you for your patience while we worked on this one!

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: Beacon

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-08-14 14:59 UTC

   We’re currently investigating reports of issues with slow behavior and loading in Live Chat. We will continue to update as we have more information.

2. monitoring 2026-08-14 15:13 UTC

   A fix is now in place, and Live Chat behavior is normalizing. Our Engineering Team is continuing to monitor the situation.

3. monitoring 2026-08-14 16:17 UTC

   Live Chat behavior is stable across the board, so we're closing this out. Thank you for your patience while we worked on this one!

4. resolved 2026-08-14 16:17 UTC

   Live Chat behavior is stable across the board, so we're closing this out. Thank you for your patience while we worked on this one!

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: Web App

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. investigating 2026-08-13 23:17 UTC

   We're looking into reports of errors with the SLA feature and our team is investigating.

2. investigating 2026-08-13 23:20 UTC

   We are continuing to investigate this issue.

3. identified 2026-08-14 00:17 UTC

   Our Engineering team has identified the cause of the issue and are working on a resolution.

4. resolved 2026-08-14 01:00 UTC

   The issue has been resolved and the SLA feature is now running smoothly. Thank you for your patience.

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: Mailbox counts, folders, reports, search results

Failure mode: Data delayed, stale, lost or corrupted, or needing replay after recovery. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-08-06 16:12 UTC

   We’re currently investigating reports of issues with loading Reports. We will continue to update as we have more information.

2. identified 2026-08-06 16:55 UTC

   Our Engineering Team has identified the root cause of the report loading issues and are working to bring them back online.

3. monitoring 2026-08-06 17:10 UTC

   Our Engineering Team has identified the root cause of delayed/inaccurate reports and a fix is in place. However, there is a backlog of reports that needs to process before things are fully caught up. Reports will take some time to normalize - we will continue monitoring.

4. resolved 2026-08-06 17:26 UTC

   Engineers have confirmed queues have drained and Reports behavior is stable across the board, so we're closing this out. Thank you for your patience while we worked on this one!

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: Mailbox counts, folders, reports, search results

Failure mode: Data delayed, stale, lost or corrupted, or needing replay after recovery. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-07-24 22:08 UTC

   We’re currently investigating reports of issues with delayed Inbox folder counts, folders and search results. We will continue to update as we have more information.

2. monitoring 2026-07-24 22:30 UTC

   Our team has implemented a fix for these issues impacting folder counts and Inbox performance. We're hoping to move this to Resolved soon, folks.

3. monitoring 2026-07-24 22:45 UTC

   We're still experiencing a bit of degraded performance around folder counts while the system continues to catch up. We appreciate your continued patience and will update you all just as soon as we've got this under control.

4. resolved 2026-07-24 23:09 UTC

   Folder counts and updates in your Inbox should be working as expected again! Thanks for your patience today folks, we're going to close this one out.

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: Docs Sites

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-07-14 12:17 UTC

   We are currently investigating an issue that is causing Help Scout Docs sites to not load. We will update here as soon as we have more information to share.

2. monitoring 2026-07-14 12:29 UTC

   Docs sites are back to loading, and our team is monitoring things at this time. We will update again when we're sure things are all resolved.

3. identified 2026-07-14 14:23 UTC

   Some Docs sites are still experiencing intermittent loading issues, and our team is actively working on a fix. We'll post an update as soon as we have more to share.

4. monitoring 2026-07-14 15:44 UTC

   Docs sites are once again back to loading, and our team is monitoring things at this time. We will provide another updat when things are fully resolved.

5. resolved 2026-07-14 19:00 UTC

   Help Scout Docs is fully operational - we’re closing this out. Thank you for your patience while we worked on this one!

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: Web App

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. investigating 2026-07-09 14:59 UTC

   We’re currently investigating reports of customers having trouble accessing Help Scout. We will continue to update as we have more information.

2. monitoring 2026-07-09 15:34 UTC

   The issues accessing Help Scout have resolved. Our Engineering Team is continuing to monitor the situation and investigate the cause.

3. resolved 2026-07-09 17:15 UTC

   Access issues have been fully resolved, and this incident is now closed. Sorry for any inconvenience this caused, and thank you for your patience.

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: Web App

Failure mode: Data delayed, stale, lost or corrupted, or needing replay after recovery. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. investigating 2026-07-06 11:31 UTC

   We’re currently investigating an issue affecting Automatic Workflows. We'll post an update as soon as we have more to share. Thank you for your patience.

2. monitoring 2026-07-06 13:26 UTC

   The root cause has been discovered and fixed. New conversations are being processed correctly by automatic workflows. We're looking into the missed conversations that should have triggered workflows, and we'll post an update when we have more information. Thanks again for your...

3. resolved 2026-07-06 15:27 UTC

   Between ~05:06–12:46 UTC some conversations were not processed by automatic workflows, as a result some conversations may not have expected automated actions performed on them. The issue is now resolved and automatic workflows are working normally. Affected conversations will...

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: Mailbox counts, folders, reports, search results

Failure mode: Data delayed, stale, lost or corrupted, or needing replay after recovery. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-06-30 07:40 UTC

   We’re currently investigating an issue affecting report exports. We'll post an update as soon as we have more to share. Thank you for your patience.

2. identified 2026-06-30 08:32 UTC

   We've identified the cause of the report export delays, and our team is actively working on a fix. Report exports remain delayed while we work on this. We'll post another update as soon as the fix is in place. Thank you for your continued patience.

3. monitoring 2026-06-30 09:43 UTC

   A fix is in place, and report exports are processing normally again. Exports that were delayed during the disruption are being cleared, and new requests are being delivered as expected. We're continuing to monitor to ensure everything remains stable, and we'll post a final...

4. resolved 2026-06-30 10:47 UTC

   This incident has been resolved. Report exports are processing normally again. If you continue to experience issues, please email us at help@helpscout.com, and we'll investigate. Thank you for your patience today.

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: Web App, Inbox API, Mailbox counts, folders, reports, search results

Failure mode: Data delayed, stale, lost or corrupted, or needing replay after recovery. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. identified 2026-06-17 11:46 UTC

   Some customers may be seeing slower-than-usual results or occasional failures when using global search. We've identified the cause, and our engineering team is actively working on a fix. We'll post an update here as soon as the situation improves.

2. identified 2026-06-17 13:11 UTC

   Our team is continuing to work on the issue affecting global search. Some customers may still see slower-than-usual results in the meantime. We'll post another update as soon as we have more to share.

3. identified 2026-06-17 15:43 UTC

   Our team continues to address the issue affecting global search and has scheduled further work for tomorrow morning (CET) during a low-traffic window. Some customers may experience intermittent search slowness until this is complete.

4. identified 2026-06-18 06:22 UTC

   Our engineering team has resumed work on the issue affecting global search this morning. Some customers may continue to see slower-than-usual or incomplete search results while this is in progress. We'll share another update as soon as we have more.

5. identified 2026-06-18 08:47 UTC

   Our engineering team has made progress on the issue affecting global search: search results are recovering for affected customers. Tag management may still be affected for some customers; our team is working on a resolution. We'll post another update as soon as we have more.

6. resolved 2026-06-18 10:45 UTC

   This issue has been resolved. Global search and tag management are performing normally again. We're sorry for the disruption this caused. If you're still experiencing issues, please email help@helpscout.com, and we'd be happy to assist. Again, thank you for your patience while...

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: Web App, Email Processing, Mailbox counts, folders, reports, search results

Failure mode: A provider or third-party service this vendor depends on failed. Root cause: A failure at a provider or vendor they depend on. Tagged by claude-haiku-5-5 with high confidence (taxonomy v0.2).

1. investigating 2026-05-08 00:43 UTC

   We're looking into a few issues that are currently impacting performance around several areas of Help Scout. Things like inbound email, your Closed folder, other Workflows folders, message counts/previews, search results, and potentially page loads. We'll continue to update as...

2. identified 2026-05-08 01:21 UTC

   Due to an outage with one of our third-party service providers, inbound email delays and other sluggishness around the app may continue. We're closely monitoring updates from our provider and working to improve performance as quickly as possible.

3. monitoring 2026-05-08 01:35 UTC

   In-app performance has recovered in Help Scout and any delayed inbound email should now be delivered. We're continuing to monitor this situation as our third-party provider is still experiencing degraded performance. We'll continue to monitor that situation and will post updates...

4. resolved 2026-05-08 02:05 UTC

   Alright folks, all services are stable so we're closing this out. Thanks for your patience and apologies for the disruption today!

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: Docs Sites, AI Answers

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-05-06 16:53 UTC

   We are currently investigating an issue that is impacting Help Scout Docs Sites and AI Answers in Beacon. We will update here as soon as we have more information to share.

2. monitoring 2026-05-06 17:02 UTC

   Our engineering team has released a fix, and Docs Sites and AI Answers are now loading again. Our team is monitoring this at the moment, and we will update again once we're sure everything is resolved.

3. resolved 2026-05-06 18:40 UTC

   Resolved - The loading issues with AI Answers and Docs have been resolved, so we're closing this out. Sorry for the interruption today, folks!

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: Web App

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-04-27 12:43 UTC

   We're currently investigating reports of slow page loads and timeouts when accessing the web app. We’ll share an update as soon as we have more information. Apologies for the disruption and thanks for your patience as we investigate.

2. resolved 2026-04-27 12:54 UTC

   Our team has identified and resolved the issue, and performance is now stable across the board. We'll continue to monitor all services over the next few hours. Thank you for your patience while we resolved this.

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: AI Drafts, AI Answers, AI Summarize, AI Assist

Failure mode: AI model returned degraded, wrong or empty output (not errors or timeouts). Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-04-21 19:50 UTC

   We’re currently investigating reports of issues with our AI Features. We will continue to update as we have more information.

2. monitoring 2026-04-21 20:22 UTC

   Our team has pushed a fix for this issue and we're monitoring the situation for now. We're hopeful that we can get things back to normal soon!

3. monitoring 2026-04-21 21:29 UTC

   Our AI features should all be functional again! We'll continue to monitor things for a bit longer just to make sure all is well before closing this one out.

4. resolved 2026-04-21 22:01 UTC

   Thanks for your patience today folks. This issue has been resolved an all AI features should be functioning normally again. Apologies for the disruption!

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: Web App

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. identified 2026-04-20 14:52 UTC

   Our engineering team has identified intermittent access issues with the web app. We will update here once everything has been confirmed as resolved. Sorry for any inconvenience, and thank you for your patience.

2. resolved 2026-04-20 15:04 UTC

   The team has confirmed that the access issues have been fully resolved, and this incident is now closed. Thank you again for your patience!

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: Web App

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-04-14 16:21 UTC

   Investigating - We've received reports of AI Drafts not being able to generate drafts. We're looking into it, and we'll post updates here as we have them.

2. resolved 2026-04-14 17:01 UTC

   Our team found and resolved the issue, and AI Drafts are generating drafts again. Thanks for bearing with us today, folks!

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: Web App

Failure mode: Data delayed, stale, lost or corrupted, or needing replay after recovery. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-04-13 21:51 UTC

   Hey there folks, we're currently receiving reports of Reporting Views displaying inconsistent metrics. Our team is investigating and we'll be back with more updates soon!

2. investigating 2026-04-13 22:57 UTC

   Our team are still investigating issues with Reports. For now, you may see some inconsistent metrics as well as issues when creating/applying views to Reports. We'll post again as soon as we have more to share - thanks for your patience while we work on this!

3. resolved 2026-04-13 23:27 UTC

   Our team has resolved this issue. You should no longer see inconsistent reporting metrics or any issues with reporting views. Apologies for the disruption today, folks!

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: Email Processing

Failure mode: A provider or third-party service this vendor depends on failed. Root cause: A failure at a provider or vendor they depend on. Tagged by claude-haiku-5-5 with high confidence (taxonomy v0.2).

1. investigating 2026-04-08 16:40 UTC

   We’re currently investigating reports of inbound email issues. For some Inboxes, emails are not being forwarded from Gmail into Help Scout, starting from around 1pm UTC. We'll post again as soon as we have more to share.

2. investigating 2026-04-08 17:29 UTC

   We’re still investigating issues with inbound emails for some accounts. This seems to be impacting emails forwarded from Google, specifically from Google Groups. We will continue to share updates as soon as we know more - thanks for your patience!

3. identified 2026-04-08 18:22 UTC

   We're continuing to monitor issues with inbound mail as a result of a current outage at Google, which seems to specifically impact certain emails forwarded from Google Workspace emails. We'll keep sharing updates on this as we get them from Google.

4. identified 2026-04-08 19:47 UTC

   We are still monitoring this ongoing outage with Google, which continues to impact emails forwarded to Help Scout in certain cases. As soon as we have confirmation from Google that this issue has been fully resolved, we'll post an update here. Thanks for your continued patience!

5. identified 2026-04-08 22:29 UTC

   Just sharing another quick update, we're still monitoring this outage at Google. For now, some incoming emails may not be forwarded to Help Scout from from Gmail and Google Groups. We'll continue to post updates here until the issue has been resolved.

6. resolved 2026-04-08 23:10 UTC

   It looks like the issue at Google has been resolved, so inbound emails forwarded to Help Scout from Google accounts should now be working as normal once again. If you do run into any further issues, just reach out to let us know.

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: Email Processing

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-03-25 17:47 UTC

   We’re currently investigating reports of outbound email and draft creation issues. We will continue to update as we have more information.

2. resolved 2026-03-25 18:00 UTC

   Resolved - Our team has identified and resolved the issue. Outbound emails are being delivered again. Sorry for the trouble today, everyone.

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: Mailbox counts, folders, reports, search results

Failure mode: Data delayed, stale, lost or corrupted, or needing replay after recovery. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-03-21 16:39 UTC

   We’re currently investigating reports of issues with Views and Folders. We will continue to update as we have more information.

2. investigating 2026-03-21 17:42 UTC

   We’re still investigating reports of issues with folders and views not displaying the correct conversations. We hope to have more information available soon.

3. identified 2026-03-21 19:22 UTC

   We're still seeing delays, but we've identified the issue and we're working on a fix. We'll post a final update when services are back to normal.

4. monitoring 2026-03-21 21:28 UTC

   A Fix has been implemented, and we are monitoring results. We will update again when the issue is resolved.

5. resolved 2026-03-22 16:20 UTC

   We can confirm that views and folders have been operating as expected today, and that the underlying issue here has been resolved. Please get in touch with our team if you continue to experience any unusual behavior across your inbox.

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: Docs Sites

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. investigating 2026-03-20 17:00 UTC

   We are currently investigating an issue that is preventing Docs sites from loading. We will update here as soon as we have more information to share.

2. identified 2026-03-20 17:13 UTC

   Our team has identified the root cause of the Docs issues and are working to resolve the issues. Docs sites and AI Answers relying on Docs content will be intermittently available while we get this working.

3. monitoring 2026-03-20 17:44 UTC

   We've fixed the underlying causes of the issues with Docs sites and AI Answers, and our team is monitoring our systems for continued stability. We will update again when we're sure things are all resolved.

4. resolved 2026-03-20 18:12 UTC

   Help Scout Docs and AI Answers are fully operational - we’re closing this out. Thank you for your patience while we worked on this one!

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: Web App

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. investigating 2026-03-19 20:50 UTC

   We’re aware that some customers are having issues editing drafts on conversations. We're investigating the issue and will post an update here once we have additional information to share.

2. identified 2026-03-19 21:04 UTC

   We've identified the cause of the issues with drafts are working on implementing a solution. We'll keep you informed on our progress and appreciate your patience.

3. resolved 2026-03-19 21:38 UTC

   Our engineers have fixed the issue preventing drafts from opening properly, and you should now be able to edit all of the drafts in your inbox. Thanks for your patience while we worked on getting this one fixed up!

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: Mailbox counts, folders, reports, search results

Failure mode: Data delayed, stale, lost or corrupted, or needing replay after recovery. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-03-12 17:36 UTC

   Our team has identified an issue with the Closed Folder. Recently Closed Conversations are not being added to the Folder, starting around 8am ET. This does not impact delivery - emails are still being sent without issue. We'll post again once we have an update on this.

2. resolved 2026-03-12 17:59 UTC

   Our engineers have found the issue causing Closed Conversations not to display in the Closed Folder, and this has now been resolved, You should now find all of those Conversations in the Closed Folder as normal. Thanks for your patience while we worked on getting this one fixed...

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: Web App

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. investigating 2026-03-11 16:12 UTC

   We’re aware that some customers are having issues with sidebar apps and apps are loading intermittently, or not loading at all. We're investigating the issue and we'll post an update here once we have additional information to share. Thanks for your patience and apologies for...

2. monitoring 2026-03-11 16:34 UTC

   We've identified and fixed the issue that prevented sidebar apps from loading. We're continuing to monitor sidebar apps performance and we'll post an update here when the issue is fully resolved.

3. resolved 2026-03-11 16:42 UTC

   We've monitored the fix we implemented and sidebar apps are now loading. Thanks for your patience as we investigated and fixed this issue.

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: Web App

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. investigating 2026-03-11 12:40 UTC

   We’re aware that some customers are having issues with sidebar apps and they're not loading. We're investigating the issue and we'll post an update here once we have additional information to share. Thanks for your patience and apologies for the disruption.

2. monitoring 2026-03-11 13:09 UTC

   We've identified and fixed the issue that prevented sidebar apps from loading. We're continuing to monitor sidebar apps performance and we'll post an update here when the issue is resolved.

3. resolved 2026-03-11 14:04 UTC

   After monitoring, it looks like sidebar apps are loading once more. It seems that the fix is working and we're going to close this one out!

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: Web App

Failure mode: A zone, region or data center became unavailable. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-03-06 17:38 UTC

   Help Scout is currently unavailable for some customers in the Philippines. It appears to be regionally isolated and we're currently investigating the root cause.

2. identified 2026-03-06 17:55 UTC

   We've identified the cause of the access issues for customers in the Philippines and are working on implementing a solution. We'll keep you informed on our progress -- thanks for your patience.

3. identified 2026-03-06 18:57 UTC

   Our team are still working on a fix for the issue causing Help Scout to be unavailable for some customers in the Philippines. We'll post here again as soon as this has been resolved.

4. identified 2026-03-06 20:49 UTC

   Our team continues to work on a fix for the issue causing Help Scout to be unavailable for some customers in the Philippines. We apologize for the downtime today and we'll post here again as soon as this has been resolved.

5. resolved 2026-03-06 21:26 UTC

   Help Scout access has now been restored for customers in the Philippines. We will continue to monitor the situation. If you're still experiencing any issues accessing the platform, please let us know.

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: Web App, Beacon

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. investigating 2026-03-02 16:06 UTC

   We're investigating reports of Help Scout not loading. We will update here when we have more information.

2. identified 2026-03-02 16:28 UTC

   We’ve identified the root cause and we're making progress - you may continue to see slow loading times and variable accessibility.

3. monitoring 2026-03-02 16:50 UTC

   Help Scout is coming back online. We'll continue to monitor for a bit longer before wrapping this up.

4. resolved 2026-03-02 17:00 UTC

   Performance is stable across the board, so we're closing this out. We'll continue to monitor all services over the next few hours.

Excerpts are shortened. Read the full incident on Help Scout's status page.

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. resolved 2026-02-26 14:00 UTC

   We investigated reports of slow page loads and timeouts when accessing the web app. Our team has identified and resolved the issue. Performance is now stable, and we'll continue to monitor all services over the next few hours. Thank you for your patience while we resolved this!

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: Web App, Email Processing, Mailbox counts, folders, reports, search results

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2026-02-26 12:21 UTC

   We're currently investigating reports of slow page loads and timeouts when accessing the web app. We’ll share an update as soon as we have more information.

2. resolved 2026-02-26 12:29 UTC

   Our team has identified and resolved the issue, and performance is now stable across the board; therefore, we're closing this out. We'll continue to monitor all services over the next few hours. Thank you for your patience while we resolved this!

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: Web App, Email Processing, Mailbox counts, folders, reports, search results

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. investigating 2026-02-19 20:32 UTC

   We're looking in to reports of trouble loading Inboxes across the app. We'll update here when we have more information. Thanks for your patience!

2. monitoring 2026-02-19 20:52 UTC

   A fix has been implemented and our team is monitoring results.

3. resolved 2026-02-19 21:00 UTC

   Our team identified and fixed this issue and all pages across the app should be loading normally now. Apologies for the disruption today, folks!

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: Email Processing

Failure mode: A provider or third-party service this vendor depends on failed. Root cause: A failure at a provider or vendor they depend on. Tagged by claude-haiku-5-5 with high confidence (taxonomy v0.2).

1. monitoring 2026-01-22 20:46 UTC

   It looks like Outlook is down right now, so you may see issues with emails from Outlook being forwarded into Help Scout, and if using Microsoft's servers for outgoing mail (using custom SMTP) you may encounter issues with delivery. We are monitoring this, and will post an update...

2. monitoring 2026-01-22 22:01 UTC

   Microsoft are still reporting degraded service for Outlook, which continues to impact both incoming mail forwarded from Outlook account, as well as outgoing mail being delivered through Outlook's servers. We are continuing to monitor the issue, and will post again once it has...

3. monitoring 2026-01-22 23:29 UTC

   Just checking in to say we are still keeping an eye on this. Microsoft are still reporting degraded service functionality, so incoming emails from Outlook, and outbound emails sent through Microsoft's servers are impacted by this. We'll continue to monitor and post updates here.

4. resolved 2026-01-23 06:40 UTC

   Microsoft have confirmed that all products are operational. This means emails from Outlook being forwarded into Help Scout and Microsoft's servers for outgoing mail (using custom SMTP) should now be working. If you're still experiencing issues, please contact our support team so...

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: Web App

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. resolved 2026-01-08 15:42 UTC

   Issues with search and connectivity are now resolved - workflow folders, message counts/previews, search results, and page loads should be returning to normal. We'll publish a brief post-mortem in the next 48 hours once the root cause is confirmed, but performance seems to be...

Excerpts are shortened. Read the full incident on Help Scout's status page.

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. resolved 2025-12-22 06:00 UTC

   Our team investigated and resolved an issue that prevented some of our customers' Docs sites from loading. All sites should now be loading as expected. If you're still experiencing issues, please contact our support team so we can investigate further.

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: Docs Sites

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2025-12-20 21:24 UTC

   We are currently investigating an issue that is causing Docs sites to not load. We will update here as soon as we have more information to share.

2. monitoring 2025-12-20 21:59 UTC

   Docs sites are back to loading, and our team is monitoring things at this time. We will update again when we're sure things are all resolved.

3. resolved 2025-12-20 22:43 UTC

   Docs is back to fully operational.

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: Web App, Docs Sites, Beacon

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. investigating 2025-12-11 12:06 UTC

   We're currently investigating reports of slow page loads and timeouts when trying to access the web app. We’ll share an update as soon as we have more information.

2. identified 2025-12-11 12:43 UTC

   The team has identified the root cause, and we're working on a fix, but it may take a bit longer before we can bring all services back online. We'll post an update when we've got more news to share.

3. resolved 2025-12-11 13:06 UTC

   Our team has resolved the issue, and performance is now stable across the board; therefore, we're closing this out. We'll continue to monitor all services over the next few hours. Thank you for your patience while we resolved this!

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: Email Processing

Failure mode: Data delayed, stale, lost or corrupted, or needing replay after recovery. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2025-12-10 16:36 UTC

   We're investigating reports of delays in email delivery to Help Scout. Our team is looking into this, and we'll post updates here as soon as we have them.

2. identified 2025-12-10 17:05 UTC

   Our team has identified the issue which has caused delays to inbound emails. We're still seeing delays, but we've identified the issue and we're working on a fix. We'll post an update when we've got more news to share.

3. monitoring 2025-12-10 17:40 UTC

   Making progress! We're currently processing the email backlog and you should see new messages starting to trickle in to your inboxes.

4. resolved 2025-12-10 18:29 UTC

   The email backlog has been processed, and the issue is now fully resolved. Inbound email should be back to normal, so we're closing this one out. Apologies for the trouble!

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: Web App

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. identified 2025-11-14 19:27 UTC

   We've identified the cause of the issues causing a partial outage and sluggish behavior across Help Scout this morning and are working on implementing a solution. We'll keep you informed on our progress -- thanks for your patience.

2. resolved 2025-11-14 19:35 UTC

   Our team has resolved the issue that caused a temporary outage which impacted all areas of Help Scout from 2:10pm - 2:22p ET. The app should now be fully functional again. Apologies for the disruption today, folks!

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: Web App

Failure mode: A provider or third-party service this vendor depends on failed. Root cause: A failure at a provider or vendor they depend on. Tagged by claude-haiku-5-5 with high confidence (taxonomy v0.2).

1. investigating 2025-10-20 14:45 UTC

   We're looking in to reports of slow page loads and problems loading Help Scout. We'll update here when we have more information.

2. investigating 2025-10-20 15:13 UTC

   We are continuing to investigate this issue. Thank you for your patience as we get things working smoothly again.

3. identified 2025-10-20 16:04 UTC

   We’ve identified issues affecting our app as a result of disruption with one of our cloud infrastructure providers. We are monitoring their recovery closely and will share an update as soon as we know more.

4. identified 2025-10-20 16:39 UTC

   We are still seeing issues with accessing Help Scout while we attempt to fix the issue and work with our service provider to restore functionality. We will provide additional updates as we make progress.

5. identified 2025-10-20 17:21 UTC

   We're still seeing issues in Help Scout as a result of an ongoing outage with one of our service providers. We are continuing to monitor and will provide updates here as soon as we have more to share.

6. identified 2025-10-20 18:03 UTC

   We're seeing some improvements in today's issue, but it continues to impact loading & performance across all areas of Help Scout. We are monitoring this with our service provider, and we will continue to share updates here as soon as we have them.

7. identified 2025-10-20 18:48 UTC

   While we have seen some small improvements, we are still seeing loading & performance issues across Help Scout as a result of an outage with one of our service providers. We'll continue to check in here with updates as we get them. We appreciate your patience as this outage...

8. identified 2025-10-20 19:31 UTC

   Performance is continuing to improve at Help Scout, but we are still seeing some issues as a result of an outage at one of our service providers. You may still encounter error messages & slow loading across the board while working from your account. Until our service provider...

9. monitoring 2025-10-20 19:58 UTC

   Performance at Help Scout seems to be improved from earlier. The outage at our service provider is still not fully resolved, so some issues may still occur. We'll post more updates as soon as we know more, but for now, things seem to be on the mend.

10. resolved 2025-10-20 21:46 UTC

    Performance is now stable across the board at Help Scout - all issues caused by the outage at one of our service providers have now been resolved. Everything should be working as normal in your account once again. Thank you for your patience while we investigated this!

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: Web App

Failure mode: A provider or third-party service this vendor depends on failed. Root cause: A failure at a provider or vendor they depend on. Tagged by claude-haiku-5-5 with high confidence (taxonomy v0.2).

1. identified 2025-10-20 09:50 UTC

   We’ve identified the connectivity issues affecting our app as stemming from a disruption with one of our cloud infrastructure providers. Our team is monitoring their recovery closely. We’ll share an update as soon as we know more.

2. monitoring 2025-10-20 10:25 UTC

   Our infrastructure provider is reporting significant recovery, and most Help Scout services are now operating normally. We'll continue to monitor the situation and will share an update as soon as possible.

3. resolved 2025-10-20 12:37 UTC

   The earlier disruption with one of our cloud providers has been fully resolved. Help Scout services are stable, and we’ve confirmed normal performance across the platform. We’ll continue routine monitoring, but no further impact is expected. Thanks for your patience while this...

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: Web App

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. investigating 2025-10-06 08:20 UTC

   We're looking into reports of slow page loads across the app. You may notice slow load times and degraded performance across the app. Our team are investigating, and we'll post updates here as soon as we have them.

2. resolved 2025-10-06 09:00 UTC

   Our team has identified & resolved the issue causing degraded performance & slow load times in the web app this morning. Things should be back to normal again. We're closing this out. Thank you for your patience while we worked on this!

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: Web App

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2025-09-16 08:18 UTC

   We're investigating reports of slow loading and general sluggishness across the web app. You may notice longer-than-usual load times and delays when working from Help Scout. We will post here again as soon as we have more to share.

2. resolved 2025-09-16 09:06 UTC

   Our engineers have identified and resolved the issue, so load times should now be back to normal once again. Thank you for your patience while we worked on this one!

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: Email Processing

Failure mode: Data delayed, stale, lost or corrupted, or needing replay after recovery. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2025-09-15 17:24 UTC

   We’ve been alerted to a problem with Help Scout and are investigating. You may see a delay in view counts updating and in merging conversations. We'll let you know when we have additional information.

2. resolved 2025-09-15 18:02 UTC

   This issue has been resolved. Conversations and folders should now be up to date and working as expected. Apologies for the trouble!

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: Web App

Failure mode: A code release introduced the failure. Root cause: A bug in the vendor's own code. Tagged by claude-haiku-5-5 with high confidence (taxonomy v0.2).

1. investigating 2025-09-15 13:25 UTC

   We're looking into reports of slow page loads across the app. Some customers may notice longer-than-usual loading times when working with Help Scout in both Inbox & Docs. Our engineers are on it, and we hope to have news on a resolution for this as soon as possible.

2. identified 2025-09-15 13:56 UTC

   Our engineers have identified an issue with a recent deployment that likely caused this degraded performance. We've got a fix coming shortly that'll take care of those slow page loads. We'll post here again once everything is back to normal. Thanks for your patience while we...

3. resolved 2025-09-15 14:11 UTC

   The issue has been identified & resolved, and everything should be back to normal once again. Thank you for your patience with this!

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: Web App, Beacon, Mailbox counts, folders, reports, search results

Failure mode: Data delayed, stale, lost or corrupted, or needing replay after recovery. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. investigating 2025-09-09 20:45 UTC

   We are investigating an issue with Views not properly updating in Help Scout, which is causing conversations to not appear in matching views. We'll post more information here as we have updates. Thank you for your patience!

2. identified 2025-09-09 21:00 UTC

   Our team has identified the issue which has caused degraded performance across Views. We're still seeing delays, but we've identified the issue and we're working on a fix. We'll post an update when we've got more news to share.

3. identified 2025-09-09 21:30 UTC

   We are continuing to work on a fix for the issues with Views. Thanks for your understanding as we get everything working again today!

4. identified 2025-09-09 22:29 UTC

   We've identified and released a fix for issue that was affecting our app. The fix is now live and you should see normal performance returning over the next few hours as the fix fully takes effect. No action is needed on your end. We apologize for any inconvenience this may have...

5. resolved 2025-09-10 00:55 UTC

   Views and folders should now be updating as expected and show all matching conversations. Thank you for your patience today.

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: Web App

Failure mode: Orchestration, control plane, service discovery or load balancing failed. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. monitoring 2025-08-07 21:09 UTC

   The Help Scout web application is experiencing sporadic connection failures for some customers, resulting in long page load times and, in some cases, a “no healthy upstream” error. We believe we've identified the issue and have seen things recover, but will continue to monitor...

2. resolved 2025-08-07 22:15 UTC

   We are no longer seeing any errors with the Help Scout web app and are confident that we've resolved the issue. We're sorry for any trouble this has caused, and thank you for your patience!

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: Beacon

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with low confidence (taxonomy v0.2).

1. investigating 2025-07-29 15:48 UTC

   We're investigating a problem with our app, which is causing issues with downloading & uploading attachments, Beacon (unable to create Live Chats or submit Contact Forms), and delayed inbound emails. We'll post more information here as we have it. Thank you for your patience!

2. monitoring 2025-07-29 16:25 UTC

   We are no longer seeing issues with downloading & uploading attachments or Beacon Live Chats and Contact Forms. Delayed inbound emails are also starting to come through. We will provide updates as we continue to monitor this issue.

3. resolved 2025-07-29 17:07 UTC

   We are no longer seeing errors with attachments or Beacon, and all inbound emails have been successfully received. If you continue to experience any issues, please reach out to our team and let us know. Apologies for the inconvenience today, and thank you for your patience!

Excerpts are shortened. Read the full incident on Help Scout's status page.

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. resolved 2025-07-14 10:30 UTC

   Earlier this morning, we experienced some issues which made Docs sites and the Docs API unavailable. This would have occurred on two separate occasions (the first around 8:50am UTC and the second around 11:10am UTC) lasting around five minutes each time. Our team identified and...

Excerpts are shortened. Read the full incident on Help Scout's status page.

Affected: Docs Sites, Beacon

Failure mode: The text does not say enough to tell. Root cause: The vendor does not say why it happened. Tagged by claude-haiku-5-5 with medium confidence (taxonomy v0.2).

1. resolved 2025-07-11 15:26 UTC

   We've noticed some issues with Docs that may have made Docs sites and the Docs API unavailable, but our team identified and resolved the issue, and things should be working as expected again! We apologize for the inconvenience today and thank you for your patience! If you have...

Excerpts are shortened. Read the full incident on Help Scout's status page.