Help Scout Outage History

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.

Help Scout experienced loading issues affecting Docs Sites and AI Answers in Beacon for 1.8 hours. The engineering team identified and deployed a fix that restored normal functionality to both services. The incident was fully resolved after a monitoring period to ensure stability.

Help Scout experienced connection issues affecting their web app, causing slow page loads and timeouts for users. The incident lasted 14 minutes before the team identified and resolved the underlying issue. Performance was restored to normal levels with continued monitoring implemented.

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.

Help Scout experienced intermittent access issues with their web application for 13 minutes on April 20th, 2026. The engineering team identified the problem and confirmed full resolution of the access issues. The incident affected users' ability to reliably access the web app during this period.

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.