Help Scout experienced a minor incident on June 17, 2026 affecting Web App and Inbox API and 1 more component, lasting 22h 59m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Jun 17, 2026, 11:46 AM UTC
Some customers may be seeing slower-than-usual results or occasional failures when using global search. We've identified the cause, and our engineering team is actively working on a fix. We'll post an update here as soon as the situation improves.
- identified Jun 17, 2026, 01:11 PM UTC
Our team is continuing to work on the issue affecting global search. Some customers may still see slower-than-usual results in the meantime. We'll post another update as soon as we have more to share.
- identified Jun 17, 2026, 03:43 PM UTC
Our team continues to address the issue affecting global search and has scheduled further work for tomorrow morning (CET) during a low-traffic window. Some customers may experience intermittent search slowness until this is complete.
- identified Jun 18, 2026, 06:22 AM UTC
Our engineering team has resumed work on the issue affecting global search this morning. Some customers may continue to see slower-than-usual or incomplete search results while this is in progress. We'll share another update as soon as we have more.
- identified Jun 18, 2026, 08:47 AM UTC
Our engineering team has made progress on the issue affecting global search: search results are recovering for affected customers. Tag management may still be affected for some customers; our team is working on a resolution. We'll post another update as soon as we have more.
- resolved Jun 18, 2026, 10:45 AM UTC
This issue has been resolved. Global search and tag management are performing normally again. We're sorry for the disruption this caused. If you're still experiencing issues, please email [email protected], and we'd be happy to assist. Again, thank you for your patience while we got to the bottom of this.