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.

Scheduled Database Maintenance

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!

Reporting Views Displaying Inconsistent Metrics

Apr <var data-var='date'> 8</var>, <var data-var='time'>19:10</var> EDT 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. Apr <var data-var='date'> 8</var>, <var data-var='time'>18:29</var> EDT Update - 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. Apr <var data-var='date'> 8</var>, <var data-var='time'>15:47</var> EDT Update - 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! Apr <var data-var='date'> 8</var>, <var data-var='time'>14:22</var> EDT Identified - 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. Apr <var data-var='date'> 8</var>, <var data-var='time'>13:29</var> EDT Update - 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! Apr <var data-var='date'> 8</var>, <var data-var='time'>12:40</var> EDT Investigating - 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.

Inbound Email Issues

Mar <var data-var='date'>25</var>, <var data-var='time'>14:00</var> EDT Resolved - Resolved - Our team has identified and resolved the issue. Outbound emails are being delivered again. Sorry for the trouble today, everyone. Mar <var data-var='date'>25</var>, <var data-var='time'>13:47</var> EDT Investigating - We’re currently investigating reports of outbound email and draft creation issues. We will continue to update as we have more information.

Outbound Email and Draft Creation Issues

Mar <var data-var='date'>22</var>, <var data-var='time'>12:20</var> EDT 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. Mar <var data-var='date'>21</var>, <var data-var='time'>17:28</var> EDT Monitoring - A Fix has been implemented, and we are monitoring results. We will update again when the issue is resolved. Mar <var data-var='date'>21</var>, <var data-var='time'>15:22</var> EDT Identified - 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. Mar <var data-var='date'>21</var>, <var data-var='time'>13:42</var> EDT Update - We’re still investigating reports of issues with folders and views not displaying the correct conversations. We hope to have more information available soon. Mar <var data-var='date'>21</var>, <var data-var='time'>12:39</var> EDT Investigating - We’re currently investigating reports of issues with Views and Folders. We will continue to update as we have more information.

Folder and View Issues

Mar <var data-var='date'>20</var>, <var data-var='time'>14:12</var> EDT 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! Mar <var data-var='date'>20</var>, <var data-var='time'>13:44</var> EDT Monitoring - 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. Mar <var data-var='date'>20</var>, <var data-var='time'>13:13</var> EDT Identified - 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. Mar <var data-var='date'>20</var>, <var data-var='time'>13:00</var> EDT Investigating - 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.

Docs Errors

Mar <var data-var='date'>19</var>, <var data-var='time'>17:38</var> EDT Resolved - 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! Mar <var data-var='date'>19</var>, <var data-var='time'>17:04</var> EDT Identified - 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. Mar <var data-var='date'>19</var>, <var data-var='time'>16:50</var> EDT Investigating - 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.

Drafts Not Loading Properly

Mar <var data-var='date'>12</var>, <var data-var='time'>13:59</var> EDT Resolved - 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! Mar <var data-var='date'>12</var>, <var data-var='time'>13:36</var> EDT Investigating - 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.

Closed Folder Issues

Mar <var data-var='date'>11</var>, <var data-var='time'>12:42</var> EDT 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. Mar <var data-var='date'>11</var>, <var data-var='time'>12:34</var> EDT Monitoring - 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. Mar <var data-var='date'>11</var>, <var data-var='time'>12:12</var> EDT Investigating - 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.

Sidebar Apps loading intermittently

Mar <var data-var='date'>11</var>, <var data-var='time'>10:04</var> EDT 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! Mar <var data-var='date'>11</var>, <var data-var='time'>09:09</var> EDT Monitoring - 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. Mar <var data-var='date'>11</var>, <var data-var='time'>08:40</var> EDT Investigating - 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.

Sidebar Apps not loading

Mar <var data-var='date'> 7</var>, <var data-var='time'>12:26</var> EST Completed - The scheduled maintenance has been completed. Mar <var data-var='date'> 7</var>, <var data-var='time'>12:00</var> EST In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Mar <var data-var='date'> 3</var>, <var data-var='time'>12:14</var> EST Scheduled - We will be performing a scheduled maintenance on Saturday, March 7, 2026 at 12:00 PM Eastern. We expect this maintenance to last no more than 1 hour. During this maintenance period, company profile data will not be available or actionable, and you won't be able to create, update, or link contacts to company records. We will provide updates here if anything changes during the maintenance window.

Is Help Scout down?

Help Scout status is UP

Lastest published events

Automatic Workflows not running

Delays with report exports

Global Search Slowness

Help Scout Services, Components and Regions

Recent Help Scout events

Automatic Workflows not running

Delays with report exports

Global Search Slowness

Scheduled Database Maintenance

Scheduled Database Maintenance

Scheduled Database Maintenance

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Is Help Scout down?

Help Scout status is UP

Lastest published events

Automatic Workflows not running

Delays with report exports

Global Search Slowness

Help Scout Services, Components and Regions

Recent Help Scout events

Automatic Workflows not running

Delays with report exports

Global Search Slowness

Scheduled Database Maintenance

Scheduled Database Maintenance

Scheduled Database Maintenance

Get your FREE account now,5 monitors included!

Get your FREE account now,
5 monitors included!