Outage in Help Scout
Mailbox counts
Resolved MinorIncident Report
Summary AI Generated
Help Scout experienced a 4-hour incident where mailbox conversation counts, inbox views, folders, and reports failed to refresh accurately, with additional impacts to routing, SLAs, and sentiment processing. Engineers identified the root cause and deployed fixes in stages, first addressing routing, SLAs, and sentiment, then continuing to monitor lingering conversation count issues. The incident was fully resolved once all inbox behavior stabilized.
We are currently seeing some issues with conversation counts and inbox views not refreshing accurately. You may also see routing, SLAs, and sentiment impacts. Our Engineering Team has identified the root cause and they're currently working to bring them back online.
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
5 days ago - at 08/31/2026 07:06PM
Inbox behavior (Conversation Counts, SLAs, Routing, and Sentiment issue) is stable across the board, so we're closing this out. Thank you for your patience while we worked on this one!
MONITORING
5 days ago - at 08/31/2026 05:03PM
A fix is in place for the SLAs, Routing, and Sentiment issues. We have been alerted to continuing issues around conversation counts not updating accurately. Our Engineering Team is monitoring these issues and identifying whether an additional fix is needed. We will continue to keep you updated on our progress.
MONITORING
5 days ago - at 08/31/2026 04:00PM
A fix is now in place for the Inbox issues affecting folder/view counts, routing, SLAs, sentiment. While there is a backlog of data being processed, you should start to see issues resolve. Our Engineering Team is continuing to monitor the situation.
IDENTIFIED
5 days ago - at 08/31/2026 03:09PM
We are currently seeing some issues with conversation counts and inbox views not refreshing accurately. You may also see routing, SLAs, and sentiment impacts. Our Engineering Team has identified the root cause and they're currently working to bring them back online.
Latest Help Scout outages
App Access Issues - 18 days ago
Beacon Issues - 22 days ago
SLA issues - 22 days ago
Report Loading - 30 days ago
Delays with Inbox counts, folders, reports and search results - about 1 month ago
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