Help Scout Outage History

Help Scout experienced intermittent issues with their AI Drafts feature, preventing users from generating drafts within the Web App. The incident lasted 42 minutes and was classified as a minor service disruption. The issue was under investigation with no resolution details provided in the available updates.

Help Scout's reporting system experienced issues where reporting views displayed inconsistent metrics and users encountered problems creating or applying views to reports. The web application's reporting functionality was affected for 1.6 hours while the team investigated and resolved the underlying issues. The incident was fully resolved with reporting metrics and views returning to normal operation.

Help Scout experienced inbound email issues for 6.6 hours where emails were not being forwarded from Gmail and Google Workspace accounts into Help Scout inboxes, starting around 1pm UTC. The problem was caused by an outage at Google that specifically impacted email forwarding from Gmail and Google Groups to Help Scout. The issue was resolved when Google fixed their outage, restoring normal email forwarding functionality.

Help Scout experienced a 17-minute outage affecting outbound email delivery and draft creation functionality. Users were unable to send emails or create drafts during this period. The technical team identified and resolved the underlying issue, restoring full email processing capabilities.

Help Scout experienced issues with Views and Folders functionality that affected mailbox counts, folders, reports, and search results for 23.7 hours. The problems involved folders and views not displaying the correct conversations. The underlying issue was identified and fixed, with services returning to normal operation.

Help Scout experienced a major incident where Docs sites failed to load and AI Answers were impacted due to their reliance on Docs content. The outage affected users' ability to access documentation sites and AI-powered support features for 1.3 hours. The team identified and fixed the root cause, with services being intermittently available during repairs before full restoration was confirmed.

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.

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.

Help Scout experienced a 31-minute incident where sidebar apps in the web application were loading intermittently or failing to load completely for some customers. The engineering team identified and implemented a fix for the underlying issue, then monitored the system to confirm sidebar apps were functioning normally before marking the incident as resolved.

Help Scout experienced an issue where sidebar apps within their web application were not loading for some customers. The incident lasted 1.4 hours and affected the Web App component. The team identified and fixed the underlying issue, monitored the system to confirm sidebar apps were loading properly again, and resolved the incident.