Help Scout experienced a major incident on July 14, 2026 affecting Web App and Docs Sites, lasting 6h 43m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jul 14, 2026, 12:17 PM UTC
We are currently investigating an issue that is causing Help Scout Docs sites to not load. We will update here as soon as we have more information to share.
- monitoring Jul 14, 2026, 12:29 PM UTC
Docs sites are back to loading, and our team is monitoring things at this time. We will update again when we're sure things are all resolved.
- identified Jul 14, 2026, 02:23 PM UTC
Some Docs sites are still experiencing intermittent loading issues, and our team is actively working on a fix. We'll post an update as soon as we have more to share.
- monitoring Jul 14, 2026, 03:44 PM UTC
Docs sites are once again back to loading, and our team is monitoring things at this time. We will provide another updat when things are fully resolved.
- resolved Jul 14, 2026, 07:00 PM UTC
Help Scout Docs is fully operational - we’re closing this out. Thank you for your patience while we worked on this one!