Outage in Help Scout
Closed Folder Issues
Resolved MinorIncident Report
Summary AI Generated
Help Scout experienced an issue where recently closed conversations were not appearing in the Closed Folder, affecting mailbox counts, folders, reports, and search results. Email delivery remained unaffected throughout the incident. The problem was resolved after 24 minutes when engineers identified and fixed the underlying cause, restoring normal functionality to the Closed Folder.
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.
Components affected
Help Scout Mailbox counts, folders, reports, search resultsTrusted by 1,000+ teams
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Latest Updates ( sorted recent to last )
RESOLVED
about 1 month ago - at 03/12/2026 05:59PM
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!
INVESTIGATING
about 1 month ago - at 03/12/2026 05:36PM
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.
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