Help Scout experienced a minor incident on August 6, 2026 affecting Web App and Mailbox counts, folders, reports, search results, lasting 1h 13m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Aug 06, 2026, 04:12 PM UTC
We’re currently investigating reports of issues with loading Reports. We will continue to update as we have more information.
- identified Aug 06, 2026, 04:55 PM UTC
Our Engineering Team has identified the root cause of the report loading issues and are working to bring them back online.
- monitoring Aug 06, 2026, 05:10 PM UTC
Our Engineering Team has identified the root cause of delayed/inaccurate reports and a fix is in place. However, there is a backlog of reports that needs to process before things are fully caught up. Reports will take some time to normalize - we will continue monitoring.
- resolved Aug 06, 2026, 05:26 PM UTC
Engineers have confirmed queues have drained and Reports behavior is stable across the board, so we're closing this out. Thank you for your patience while we worked on this one!