Help Scout experienced a major incident on December 11, 2025 affecting Web App and Docs Sites and 1 more component, lasting 59m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Dec 11, 2025, 12:06 PM UTC
We're currently investigating reports of slow page loads and timeouts when trying to access the web app. We’ll share an update as soon as we have more information.
- identified Dec 11, 2025, 12:43 PM UTC
The team has identified the root cause, and we're working on a fix, but it may take a bit longer before we can bring all services back online. We'll post an update when we've got more news to share.
- resolved Dec 11, 2025, 01:06 PM UTC
Our team has resolved the issue, and performance is now stable across the board; therefore, we're closing this out. We'll continue to monitor all services over the next few hours. Thank you for your patience while we resolved this!