Help Scout incident
Inbound Email Delay and Sluggish Behavior Across Help Scout
Help Scout experienced a minor incident on May 8, 2026 affecting Web App and Email Processing and 1 more component, lasting 1h 21m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating May 08, 2026, 12:43 AM UTC
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.
- identified May 08, 2026, 01:21 AM UTC
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.
- monitoring May 08, 2026, 01:35 AM UTC
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.
- resolved May 08, 2026, 02:05 AM UTC
Alright folks, all services are stable so we're closing this out. Thanks for your patience and apologies for the disruption today!