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Help Scout Outage History

Every past Help Scout outage tracked by IsDown, with detection times, duration, and resolution details.

There were 204 Help Scout outages since July 2018. The 35 outages from the last 12 months are summarized below, with incident details, duration, and resolution information.

Minor April 14, 2026

April 2026: AI Drafts: Intermittent issues generating AI Drafts

Detected Apr 14, 2026 12:21 PM EDT · Resolved Apr 14, 2026 1:03 PM EDT · Duration 42 minutes

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.

Minor April 13, 2026

April 2026: Reporting Views Displaying Inconsistent Metrics

Detected Apr 13, 2026 5:51 PM EDT · Resolved Apr 13, 2026 7:29 PM EDT · Duration about 2 hours

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.

Minor April 8, 2026

April 2026: Inbound Email Issues

Detected Apr 8, 2026 12:40 PM EDT · Resolved Apr 8, 2026 7:13 PM EDT · Duration about 7 hours

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.

Minor March 25, 2026

March 2026: Outbound Email and Draft Creation Issues

Detected Mar 25, 2026 1:47 PM EDT · Resolved Mar 25, 2026 2:04 PM EDT · Duration 17 minutes

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.

Minor March 21, 2026

March 2026: Folder and View Issues

Detected Mar 21, 2026 12:39 PM EDT · Resolved Mar 22, 2026 12:23 PM EDT · Duration about 24 hours

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.

Major March 20, 2026

March 2026: Docs Errors

Detected Mar 20, 2026 1:00 PM EDT · Resolved Mar 20, 2026 2:16 PM EDT · Duration about 1 hour

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.

Minor March 19, 2026

March 2026: Drafts Not Loading Properly

Detected Mar 19, 2026 4:50 PM EDT · Resolved Mar 19, 2026 5:41 PM EDT · Duration about 1 hour

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.

Minor March 12, 2026

March 2026: Closed Folder Issues

Detected Mar 12, 2026 1:36 PM EDT · Resolved Mar 12, 2026 2:00 PM EDT · Duration 24 minutes

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.

Minor March 11, 2026

March 2026: Sidebar Apps loading intermittently

Detected Mar 11, 2026 12:12 PM EDT · Resolved Mar 11, 2026 12:43 PM EDT · Duration 31 minutes

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.

Minor March 11, 2026

March 2026: Sidebar Apps not loading

Detected Mar 11, 2026 8:40 AM EDT · Resolved Mar 11, 2026 10:06 AM EDT · Duration about 1 hour

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.