Help Scout outage history

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.

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.

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 keep you updated on our progress.

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!

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.

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

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!

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.

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

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!

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!

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

We are continuing to investigate this issue.

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

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

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

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

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.

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!

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.

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.

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.

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.

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.

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.

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.

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.

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

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

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

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

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.

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.

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]

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

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

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.

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.

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

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!

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.

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

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.

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

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.

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

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!

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!

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!

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.

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!

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.

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!

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.

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.

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

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