Outage in Help Scout

Issues With Closed Folder & Search

Resolved Minor
April 17, 2025 - Started 25 days ago - Lasted 27 minutes
Official incident page

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Outage Details

We've identified an issue affecting the Closed Folder and Search features. Some Users may notice that sent emails are delayed in being added to the Closed Folder or do not show up in Search Results. Our team is working on getting this resolved as quickly as possible. We'll update you as soon as it has been resolved!
Components affected
Help Scout Mailbox counts, folders, reports, search results
Latest Updates ( sorted recent to last )
RESOLVED 25 days ago - at 04/17/2025 10:07AM

The issue with the Closed Folder & Search is now resolved, and everything should be back to normal. If you do notice any further issues, you can reach out to let us know. Thanks for your patience while we worked to get this one fixed up!

MONITORING 25 days ago - at 04/17/2025 09:49AM

The issue has been found and a fix has been deployed. You should now see all Closed Conversations in the Closed Folder, and Search should display all relevant results without issue. We'll continue monitoring this for now and will post a final update once we're sure everything is back to 100%.

IDENTIFIED 25 days ago - at 04/17/2025 09:40AM

We've identified an issue affecting the Closed Folder and Search features. Some Users may notice that sent emails are delayed in being added to the Closed Folder or do not show up in Search Results. Our team is working on getting this resolved as quickly as possible. We'll update you as soon as it has been resolved!

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