Outage in Help Scout

AI Feature Issue

Resolved Minor

April 21, 2026 - Started about 1 month ago - Lasted about 2 hours
Official incident page

Incident Report

Summary AI Generated

Help Scout experienced issues with their AI features that prevented normal functionality for 2.2 hours. The engineering team identified and deployed a fix to restore the AI features. All AI functionality was confirmed to be working normally again after monitoring the resolution.

We’re currently investigating reports of issues with our AI Features. We will continue to update as we have more information.

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Latest Updates ( sorted recent to last )

RESOLVED about 1 month ago - at 04/21/2026 10:01PM

Thanks for your patience today folks. This issue has been resolved an all AI features should be functioning normally again. Apologies for the disruption!

MONITORING about 1 month ago - at 04/21/2026 09:29PM

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.

MONITORING about 1 month ago - at 04/21/2026 08:22PM

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!

INVESTIGATING about 1 month ago - at 04/21/2026 07:50PM

We’re currently investigating reports of issues with our AI Features. We will continue to update as we have more information.

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