Störungsverlauf von Help Scout

1. 22. September 2026 um 18:56 UTCmonitoring

   Unser Team hat ein Backend-Problem identifiziert, das sich auf Ansichten und Ordnerzählungen auswirkt. Ein Fix ist jetzt vorhanden und Inbox wird einige Zeit brauchen, um sich zu normalisieren. Gespräche sollten beginnen, sich in die richtigen Ansichten zu bewegen, während wir den Rückstand durcharbeiten. Wir werden die Überwachung fortsetzen.

2. 22. September 2026 um 19:32 UTCresolved

   Das Verhalten im Posteingang (speziell Ansicht) ist auf der ganzen Linie stabil, also schließen wir das aus. Vielen Dank für Ihre Geduld, während wir an diesem gearbeitet haben!

Automatisch aus der offiziellen Störungsmeldung übersetzt.

1. 31. August 2026 um 15:09 UTCidentified

   Wir sehen derzeit einige probleme mit konversationszahlen und posteingangsansichten, die nicht genau erfrischen. Sie können auch Routing, SLAs und Sentiment-Auswirkungen sehen. Unser Engineering-Team hat die Ursache identifiziert und arbeitet derzeit daran, sie wieder online zu bringen.

2. 31. August 2026 um 16:00 UTCmonitoring

   Ein Fix ist jetzt für die Inbox-Probleme vorhanden, die Ordner- / Ansichtszählungen, Routing, SLAs und Stimmung betreffen. Während ein Datenbestand verarbeitet wird, sollten Sie beginnen, Probleme zu lösen. Unser Engineering-Team überwacht die Situation weiterhin.

3. 31. August 2026 um 17:03 UTCmonitoring

   Ein Fix ist für die SLAs, Routing und Sentiment Probleme vorhanden. Wir wurden auf anhaltende probleme rund um die konversationszahlen aufmerksam gemacht, die nicht genau aktualisiert wurden. Unser Engineering-Team überwacht diese Probleme und ermittelt, ob eine zusätzliche Korrektur erforderlich ist. Wir werden Sie weiterhin über unsere Fortschritte auf dem Laufenden halten.

4. 31. August 2026 um 19:06 UTCresolved

   Das Posteingangsverhalten (Konversationszählungen, SLAs, Routing und Sentiment-Problem) ist auf der ganzen Linie stabil, also schließen wir das ab. Vielen Dank für Ihre Geduld, während wir an diesem gearbeitet haben!

Automatisch aus der offiziellen Störungsmeldung übersetzt.

1. 18. August 2026 um 15:38 UTCinvestigating

   Wir untersuchen derzeit Berichte von Kunden, die auf Fehler im Posteingang stoßen und KI-Entwürfe verwenden. Wir werden weiter aktualisieren, da wir mehr Informationen haben.

2. 18. August 2026 um 15:54 UTCmonitoring

   Ein Fix ist jetzt vorhanden, und es sollte keine Probleme mehr geben. Unser Engineering-Team überwacht die Situation weiterhin.

3. 18. August 2026 um 18:50 UTCresolved

   Das Verhalten von Inbox und AI Draft ist auf der ganzen Linie stabil, also schließen wir das ab. Vielen Dank für Ihre Geduld, während wir an diesem gearbeitet haben!

Automatisch aus der offiziellen Störungsmeldung übersetzt.

1. 14. August 2026 um 14:59 UTCinvestigating

   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. 14. August 2026 um 15:13 UTCmonitoring

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

3. 14. August 2026 um 16:17 UTCmonitoring

   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. 14. August 2026 um 16:17 UTCresolved

   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!

1. 13. August 2026 um 23:17 UTCinvestigating

   Wir untersuchen Berichte über Fehler mit der SLA-Funktion und unser Team untersucht.

2. 13. August 2026 um 23:20 UTCinvestigating

   Wir werden dieses Problem weiter untersuchen.

3. 14. August 2026 um 00:17 UTCidentified

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

4. 14. August 2026 um 01:00 UTCresolved

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

Automatisch aus der offiziellen Störungsmeldung übersetzt.

1. 6. August 2026 um 16:12 UTCinvestigating

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

2. 6. August 2026 um 16:55 UTCidentified

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

3. 6. August 2026 um 17:10 UTCmonitoring

   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. 6. August 2026 um 17:26 UTCresolved

   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!

1. 24. Juli 2026 um 22:08 UTCinvestigating

   Wir untersuchen derzeit Berichte über Probleme mit verzögerten Inbox-Ordnerzahlen, Ordnern und Suchergebnissen. Wir werden weiter aktualisieren, da wir mehr Informationen haben.

2. 24. Juli 2026 um 22:30 UTCmonitoring

   Unser Team hat einen Fix für diese Probleme implementiert, die sich auf die Anzahl der Ordner und die Leistung des Posteingangs auswirken. Wir hoffen, dies bald zu Resolved zu verschieben, Leute.

3. 24. Juli 2026 um 22:45 UTCmonitoring

   Wir erleben immer noch ein wenig verschlechterte Leistung um Ordnerzählungen, während das System weiter aufholt. Wir schätzen Ihre anhaltende Geduld und werden Sie alle aktualisieren, sobald wir dies unter Kontrolle haben.

4. 24. Juli 2026 um 23:09 UTCresolved

   Ordnerzählungen und Updates in Ihrem Posteingang sollten wieder wie erwartet funktionieren! Vielen Dank für Ihre Geduld heute Leute, wir werden diese schließen.

Automatisch aus der offiziellen Störungsmeldung übersetzt.

1. 14. Juli 2026 um 12:17 UTCinvestigating

   Wir untersuchen derzeit ein Problem, das dazu führt, dass die Sites von Help Scout Docs nicht geladen werden. Wir werden hier aktualisieren, sobald wir mehr Informationen zu teilen haben.

2. 14. Juli 2026 um 12:29 UTCmonitoring

   Docs-websites sind zurück zum laden, und unser team überwacht die dinge zu diesem zeitpunkt. Wir werden wieder aktualisieren, wenn wir sicher sind, dass alles gelöst ist.

3. 14. Juli 2026 um 14:23 UTCidentified

   Einige Docs-Websites haben immer noch intermittierende Ladeprobleme, und unser Team arbeitet aktiv an einer Lösung. Wir werden ein Update veröffentlichen, sobald wir mehr zu teilen haben.

4. 14. Juli 2026 um 15:44 UTCmonitoring

   Docs-sites sind wieder einmal zum laden zurückgekehrt, und unser team überwacht die dinge zu diesem zeitpunkt. Wir werden ein weiteres updat anbieten, wenn die dinge vollständig gelöst sind.

5. 14. Juli 2026 um 19:00 UTCresolved

   Help Scout Docs ist voll funktionsfähig - wir schließen das ab. Vielen Dank für Ihre Geduld, während wir an diesem gearbeitet haben!

Automatisch aus der offiziellen Störungsmeldung übersetzt.

1. 9. Juli 2026 um 14:59 UTCinvestigating

   Wir untersuchen derzeit Berichte von Kunden, die Probleme beim Zugriff auf Help Scout haben. Wir werden weiter aktualisieren, da wir mehr Informationen haben.

2. 9. Juli 2026 um 15:34 UTCmonitoring

   Die Probleme beim Zugriff auf Help Scout wurden behoben. Unser Engineering-Team überwacht die Situation weiterhin und untersucht die Ursache.

3. 9. Juli 2026 um 17:15 UTCresolved

   Zugangsprobleme wurden vollständig gelöst, und dieser Vorfall ist nun abgeschlossen. Tut mir leid für alle Unannehmlichkeiten, die dies verursacht hat, und danke für deine Geduld.

Automatisch aus der offiziellen Störungsmeldung übersetzt.

1. 6. Juli 2026 um 11:31 UTCinvestigating

   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. 6. Juli 2026 um 13:26 UTCmonitoring

   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 patience and sorry for the disruption today.

3. 6. Juli 2026 um 15:27 UTCresolved

   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 require manual action(s) to be taken. If you'd like extra support, please email our team: [email protected]

1. 30. Juni 2026 um 07:40 UTCinvestigating

   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. 30. Juni 2026 um 08:32 UTCidentified

   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. 30. Juni 2026 um 09:43 UTCmonitoring

   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 update once we've confirmed the issue is fully resolved.

4. 30. Juni 2026 um 10:47 UTCresolved

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

1. 17. Juni 2026 um 11:46 UTCidentified

   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. 17. Juni 2026 um 13:11 UTCidentified

   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. 17. Juni 2026 um 15:43 UTCidentified

   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. 18. Juni 2026 um 06:22 UTCidentified

   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. 18. Juni 2026 um 08:47 UTCidentified

   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. 18. Juni 2026 um 10:45 UTCresolved

   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 [email protected], and we'd be happy to assist. Again, thank you for your patience while we got to the bottom of this.

1. 8. Mai 2026 um 00:43 UTCinvestigating

   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 we make progress! Thanks for your patience.

2. 8. Mai 2026 um 01:21 UTCidentified

   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. 8. Mai 2026 um 01:35 UTCmonitoring

   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 as they come.

4. 8. Mai 2026 um 02:05 UTCresolved

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

1. 6. Mai 2026 um 16:53 UTCinvestigating

   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. 6. Mai 2026 um 17:02 UTCmonitoring

   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. 6. Mai 2026 um 18:40 UTCresolved

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

1. 27. April 2026 um 12:43 UTCinvestigating

   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. 27. April 2026 um 12:54 UTCresolved

   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.

1. 21. April 2026 um 19:50 UTCinvestigating

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

2. 21. April 2026 um 20:22 UTCmonitoring

   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. 21. April 2026 um 21:29 UTCmonitoring

   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. 21. April 2026 um 22:01 UTCresolved

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

1. 20. April 2026 um 14:52 UTCidentified

   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. 20. April 2026 um 15:04 UTCresolved

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

1. 14. April 2026 um 16:21 UTCinvestigating

   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. 14. April 2026 um 17:01 UTCresolved

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

1. 13. April 2026 um 21:51 UTCinvestigating

   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. 13. April 2026 um 22:57 UTCinvestigating

   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. 13. April 2026 um 23:27 UTCresolved

   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!

1. 8. April 2026 um 16:40 UTCinvestigating

   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. 8. April 2026 um 17:29 UTCinvestigating

   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. 8. April 2026 um 18:22 UTCidentified

   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. 8. April 2026 um 19:47 UTCidentified

   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. 8. April 2026 um 22:29 UTCidentified

   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. 8. April 2026 um 23:10 UTCresolved

   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.