Outage in Help Scout

Inbox Presence/Collision Detection Issues

Resolved Minor

April 17, 2025 - Started 11 months ago - Lasted about 2 hours
Official incident page

Incident Report

We’ve been alerted to a problem with Help Scout, and we’re investigating. You may not see indicators in the Inbox for who is viewing or replying to Conversations, but Collision Detection should work as expected. We'll share updates as soon as we have them.

Components affected

Help Scout Mailbox counts, folders, reports, search results

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Latest Updates ( sorted recent to last )

RESOLVED 11 months ago - at 04/17/2025 04:34PM

We've finished rolling out the ability to see those indicators in the Inbox. Thank you for your patience!

MONITORING 11 months ago - at 04/17/2025 03:07PM

We've corrected the issue and are slowly rolling out the ability to see those indicators in the Inbox. We'll share more soon, and welcome any questions via help@helpscout.com.

INVESTIGATING 11 months ago - at 04/17/2025 02:25PM

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