Aug <var data-var='date'>18</var>, <var data-var='time'>14:50</var> EDT Resolved - 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! Aug <var data-var='date'>18</var>, <var data-var='time'>11:54</var> EDT Monitoring - A fix is now in place, and there should no longer be any issues. Our Engineering Team is continuing to monitor the situation. Aug <var data-var='date'>18</var>, <var data-var='time'>11:38</var> EDT Investigating - 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.

App Access Issues

Aug <var data-var='date'>14</var>, <var data-var='time'>12:17</var> EDT Resolved - 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! Aug <var data-var='date'>14</var>, <var data-var='time'>12:17</var> EDT Update - 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! Aug <var data-var='date'>14</var>, <var data-var='time'>11:13</var> EDT Monitoring - A fix is now in place, and Live Chat behavior is normalizing. Our Engineering Team is continuing to monitor the situation. Aug <var data-var='date'>14</var>, <var data-var='time'>10:59</var> EDT Investigating - 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.

Beacon Issues

Aug <var data-var='date'>14</var>, <var data-var='time'>04:00</var> EDT Completed - The scheduled maintenance has been completed. Aug <var data-var='date'>14</var>, <var data-var='time'>03:00</var> EDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Aug <var data-var='date'>11</var>, <var data-var='time'>09:01</var> EDT Scheduled - We will be performing a scheduled database maintenance on Friday, August 14th, 2026, starting at 03:00 AM Eastern. We expect this maintenance to last no more than 1 hour. During this maintenance, Folder Counts wont receive updates. Folder Counts will still be displayed, they will be updated at the end of the maintenance window. We will provide updates here if anything changes during the maintenance window.

Scheduled Database Maintenance

Aug <var data-var='date'>13</var>, <var data-var='time'>21:00</var> EDT Resolved - The issue has been resolved and the SLA feature is now running smoothly. Thank you for your patience. Aug <var data-var='date'>13</var>, <var data-var='time'>20:17</var> EDT Identified - Our Engineering team has identified the cause of the issue and are working on a resolution. Aug <var data-var='date'>13</var>, <var data-var='time'>19:20</var> EDT Update - We are continuing to investigate this issue. Aug <var data-var='date'>13</var>, <var data-var='time'>19:17</var> EDT Investigating - We're looking into reports of errors with the SLA feature and our team is investigating.

SLA issues

Aug <var data-var='date'> 6</var>, <var data-var='time'>13:26</var> EDT Resolved - 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! Aug <var data-var='date'> 6</var>, <var data-var='time'>13:10</var> EDT Monitoring - 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. Aug <var data-var='date'> 6</var>, <var data-var='time'>12:55</var> EDT Identified - Our Engineering Team has identified the root cause of the report loading issues and are working to bring them back online. Aug <var data-var='date'> 6</var>, <var data-var='time'>12:12</var> EDT Investigating - We’re currently investigating reports of issues with loading Reports. We will continue to update as we have more information.

Report Loading

Jul <var data-var='date'>24</var>, <var data-var='time'>19:09</var> EDT Resolved - 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. Jul <var data-var='date'>24</var>, <var data-var='time'>18:45</var> EDT Update - 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. Jul <var data-var='date'>24</var>, <var data-var='time'>18:30</var> EDT Monitoring - 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. Jul <var data-var='date'>24</var>, <var data-var='time'>18:08</var> EDT Investigating - 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.

Delays with Inbox counts, folders, reports and search results

Jul <var data-var='date'>22</var>, <var data-var='time'>06:34</var> EDT Completed - The maintenance has been completed. Global search and the Conversations public API are now fully up to date. Jul <var data-var='date'>22</var>, <var data-var='time'>06:10</var> EDT In progress - Maintenance is currently in progress. Jul <var data-var='date'>22</var>, <var data-var='time'>06:04</var> EDT Scheduled - We identified an issue that requires us to briefly pause our search indexers to resolve it. We're performing this maintenance now. During this maintenance period, Global search and the Conversations public API will not reflect newly created or updated conversations. All other functionality will remain available, and no data will be lost — conversations will be indexed as normal once maintenance is complete. We will provide updates here if anything changes during the maintenance window.

Unscheduled Database Maintenance

Jul <var data-var='date'>14</var>, <var data-var='time'>15:00</var> EDT Resolved - Help Scout Docs is fully operational - we’re closing this out. Thank you for your patience while we worked on this one! Jul <var data-var='date'>14</var>, <var data-var='time'>11:44</var> EDT Monitoring - 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. Jul <var data-var='date'>14</var>, <var data-var='time'>10:23</var> EDT Identified - 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. Jul <var data-var='date'>14</var>, <var data-var='time'>08:29</var> EDT Monitoring - 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. Jul <var data-var='date'>14</var>, <var data-var='time'>08:17</var> EDT Investigating - 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 Errors

Jul <var data-var='date'> 9</var>, <var data-var='time'>13:15</var> EDT Resolved - Access issues have been fully resolved, and this incident is now closed. Sorry for any inconvenience this caused, and thank you for your patience. Jul <var data-var='date'> 9</var>, <var data-var='time'>11:34</var> EDT Monitoring - The issues accessing Help Scout have resolved. Our Engineering Team is continuing to monitor the situation and investigate the cause. Jul <var data-var='date'> 9</var>, <var data-var='time'>10:59</var> EDT Investigating - We’re currently investigating reports of customers having trouble accessing Help Scout. We will continue to update as we have more information.

Jul <var data-var='date'> 6</var>, <var data-var='time'>11:27</var> EDT Resolved - 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: help@helpscout.com Jul <var data-var='date'> 6</var>, <var data-var='time'>09:26</var> EDT Monitoring - 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. Jul <var data-var='date'> 6</var>, <var data-var='time'>07:31</var> EDT Investigating - 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.

Automatic Workflows not running

Jun <var data-var='date'>30</var>, <var data-var='time'>06:47</var> EDT Resolved - 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. Jun <var data-var='date'>30</var>, <var data-var='time'>05:43</var> EDT Monitoring - 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. Jun <var data-var='date'>30</var>, <var data-var='time'>04:32</var> EDT Identified - 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. Jun <var data-var='date'>30</var>, <var data-var='time'>03:40</var> EDT Investigating - 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.

Delays with report exports

Jun <var data-var='date'>18</var>, <var data-var='time'>06:45</var> EDT Resolved - 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 we got to the bottom of this. Jun <var data-var='date'>18</var>, <var data-var='time'>04:47</var> EDT Update - 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. Jun <var data-var='date'>18</var>, <var data-var='time'>02:22</var> EDT Update - 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. Jun <var data-var='date'>17</var>, <var data-var='time'>11:43</var> EDT Update - 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. Jun <var data-var='date'>17</var>, <var data-var='time'>09:11</var> EDT Update - 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. Jun <var data-var='date'>17</var>, <var data-var='time'>07:46</var> EDT Identified - 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.

Global Search Slowness

Jun <var data-var='date'>12</var>, <var data-var='time'>04:30</var> EDT Completed - The scheduled maintenance has been completed. Jun <var data-var='date'>12</var>, <var data-var='time'>03:30</var> EDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Jun <var data-var='date'>10</var>, <var data-var='time'>07:38</var> EDT Scheduled - We will be performing a scheduled database maintenance on Friday, June 12, 2026, starting at 03:30 AM Eastern. We expect this maintenance to last no more than 1 hour. During this maintenance, Inbox Views will not update although they will still be functional. We will provide updates here if anything changes during the maintenance window.

May <var data-var='date'>29</var>, <var data-var='time'>04:30</var> EDT Completed - The scheduled maintenance has been completed. May <var data-var='date'>29</var>, <var data-var='time'>03:30</var> EDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. May <var data-var='date'>26</var>, <var data-var='time'>11:32</var> EDT Scheduled - We will be performing a scheduled database maintenance on Friday, May 29, 2026, starting at 03:30 AM Eastern. We expect this maintenance to last no more than 1 hour. During this maintenance, Inbox Views will not update. We will provide updates here if anything changes during the maintenance window.

May <var data-var='date'>16</var>, <var data-var='time'>09:14</var> EDT Completed - The scheduled maintenance has been completed. AI Drafts and AI Answers are fully operational. May <var data-var='date'>16</var>, <var data-var='time'>09:00</var> EDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. May <var data-var='date'> 7</var>, <var data-var='time'>14:17</var> EDT Scheduled - We will be performing a scheduled maintenance on Saturday, May 16, 2026 at 9:00 AM Eastern. We expect this maintenance to last no more than 1 hour. During this maintenance period, AI Answers and AI Drafts will not be available. We will provide updates here if anything changes during the maintenance window.

May <var data-var='date'> 7</var>, <var data-var='time'>22:05</var> EDT Resolved - Alright folks, all services are stable so we're closing this out. Thanks for your patience and apologies for the disruption today! May <var data-var='date'> 7</var>, <var data-var='time'>21:35</var> EDT Monitoring - 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. May <var data-var='date'> 7</var>, <var data-var='time'>21:21</var> EDT Identified - 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. May <var data-var='date'> 7</var>, <var data-var='time'>20:43</var> EDT Investigating - 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.

Inbound Email Delay and Sluggish Behavior Across Help Scout

May <var data-var='date'> 6</var>, <var data-var='time'>14:40</var> EDT 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! May <var data-var='date'> 6</var>, <var data-var='time'>13:02</var> EDT Monitoring - 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. May <var data-var='date'> 6</var>, <var data-var='time'>12:53</var> EDT Investigating - 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.

Docs and AI Answers Issues

May <var data-var='date'> 2</var>, <var data-var='time'>09:17</var> EDT Completed - The scheduled maintenance has been completed. All services are operational. May <var data-var='date'> 2</var>, <var data-var='time'>09:00</var> EDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Apr <var data-var='date'>28</var>, <var data-var='time'>04:03</var> EDT Scheduled - We will be performing a scheduled maintenance on Saturday, May 2, 2026 at 9:00 AM Eastern. We expect this maintenance to last no more than 1 hour. During this maintenance period, Docs Sites, Docs API, Docs in Beacon and AI Answers will be impacted. We will provide updates here if anything changes during the maintenance window.

May <var data-var='date'> 1</var>, <var data-var='time'>01:00</var> EDT Completed - The scheduled maintenance has been completed. May <var data-var='date'> 1</var>, <var data-var='time'>00:00</var> EDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Apr <var data-var='date'>15</var>, <var data-var='time'>17:40</var> EDT Scheduled - We will be performing a scheduled maintenance the evening of Thursday, April 30 going into Friday, May 1, 2026 starting at 12:00 AM Eastern. We expect this maintenance to last no more than 1 hour. During this maintenance period, AI Summarize and AI Assist will not be available. We will provide updates here if anything changes during the maintenance window.

Apr <var data-var='date'>27</var>, <var data-var='time'>08:54</var> EDT Resolved - 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. Apr <var data-var='date'>27</var>, <var data-var='time'>08:43</var> EDT Investigating - 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.

Connection Issues

Apr <var data-var='date'>25</var>, <var data-var='time'>09:21</var> EDT Completed - The scheduled maintenance has been completed early — AI Drafts is fully available. Apr <var data-var='date'>25</var>, <var data-var='time'>09:00</var> EDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Apr <var data-var='date'>15</var>, <var data-var='time'>11:59</var> EDT Scheduled - We will be performing a scheduled maintenance on Saturday, April 25, 2026 at 9:00 AM Eastern. We expect this maintenance to last no more than 1 hour. During this maintenance period, AI Drafts will not be available, and you will not be able to change AI Drafts settings. We will provide updates here if anything changes during the maintenance window.

Apr <var data-var='date'>21</var>, <var data-var='time'>18:01</var> EDT Resolved - Thanks for your patience today folks. This issue has been resolved an all AI features should be functioning normally again. Apologies for the disruption! Apr <var data-var='date'>21</var>, <var data-var='time'>17:29</var> EDT Update - 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. Apr <var data-var='date'>21</var>, <var data-var='time'>16:22</var> EDT Monitoring - 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! Apr <var data-var='date'>21</var>, <var data-var='time'>15:50</var> EDT Investigating - We’re currently investigating reports of issues with our AI Features. We will continue to update as we have more information.

AI Feature Issue

Apr <var data-var='date'>20</var>, <var data-var='time'>11:04</var> EDT Resolved - The team has confirmed that the access issues have been fully resolved, and this incident is now closed. Thank you again for your patience! Apr <var data-var='date'>20</var>, <var data-var='time'>10:52</var> EDT Identified - 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.

Apr <var data-var='date'>14</var>, <var data-var='time'>13:01</var> EDT Resolved - Our team found and resolved the issue, and AI Drafts are generating drafts again. Thanks for bearing with us today, folks! Apr <var data-var='date'>14</var>, <var data-var='time'>12:21</var> EDT Investigating - 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.

AI Drafts: Intermittent issues generating AI Drafts

Apr <var data-var='date'>13</var>, <var data-var='time'>19:27</var> EDT Resolved - 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! Apr <var data-var='date'>13</var>, <var data-var='time'>18:57</var> EDT Update - 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! Apr <var data-var='date'>13</var>, <var data-var='time'>17:51</var> EDT Investigating - 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!

Is Help Scout down?

Help Scout status is UP

Lastest published events

App Access Issues

Beacon Issues

Scheduled Database Maintenance

Help Scout Services, Components and Regions

Recent Help Scout events

App Access Issues

Beacon Issues

Scheduled Database Maintenance

SLA issues

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Delays with Inbox counts, folders, reports and search results