Helpscout outage history

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.

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

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

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.

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

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.

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.

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.

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.

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!

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.

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.

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!

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.

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 up!

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 the disruption.

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.

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

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.

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.

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!

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.

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.

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.

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.

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.

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

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

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

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

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!

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.

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!