Outage in Help Scout

Drafts Not Loading Properly

Resolved Minor

March 19, 2026 - Started 27 days ago - Lasted about 1 hour
Official incident page

Incident Report

Summary AI Generated

Help Scout experienced a 51-minute incident where customers were unable to edit drafts on conversations within the Web App. The issue prevented users from opening and editing drafts in their inbox, disrupting normal workflow operations. Engineers identified the root cause and implemented a fix, restoring full draft editing functionality.

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.

Components affected

Help Scout Web App

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Latest Updates ( sorted recent to last )

RESOLVED 26 days ago - at 03/19/2026 09:38PM

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!

IDENTIFIED 27 days ago - at 03/19/2026 09:04PM

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.

INVESTIGATING 27 days ago - at 03/19/2026 08:50PM

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.

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