Outage in Help Scout
Inbound Email Delay and Sluggish Behavior Across Help Scout
Resolved MinorIncident Report
Summary AI Generated
Help Scout experienced performance issues for 1.4 hours caused by a third-party service provider outage, affecting inbound email processing, folder access, message counts, search results, and general page load speeds across the web application. The incident impacted multiple core features including the Closed folder, Workflows folders, message previews, and email delivery with noticeable sluggishness throughout the platform. The service was restored once the third-party provider's performance recovered, with all delayed emails delivered and normal application performance resumed.
We're looking into a few issues that are currently impacting performance around several areas of Help Scout. Things like inbound email, your Closed folder, other Workflows folders, message counts/previews, search results, and potentially page loads. We'll continue to update as we make progress! Thanks for your patience.
Components affected
Help Scout Web App Help Scout Email Processing 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 05/08/2026 02:05AM
Alright folks, all services are stable so we're closing this out. Thanks for your patience and apologies for the disruption today!
MONITORING
about 1 month ago - at 05/08/2026 01:35AM
In-app performance has recovered in Help Scout and any delayed inbound email should now be delivered. We're continuing to monitor this situation as our third-party provider is still experiencing degraded performance. We'll continue to monitor that situation and will post updates as they come.
IDENTIFIED
about 1 month ago - at 05/08/2026 01:21AM
Due to an outage with one of our third-party service providers, inbound email delays and other sluggishness around the app may continue. We're closely monitoring updates from our provider and working to improve performance as quickly as possible.
INVESTIGATING
about 1 month ago - at 05/08/2026 12:43AM
We're looking into a few issues that are currently impacting performance around several areas of Help Scout. Things like inbound email, your Closed folder, other Workflows folders, message counts/previews, search results, and potentially page loads. We'll continue to update as we make progress! Thanks for your patience.
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