Help Scout experienced a minor incident on August 18, 2026 affecting Web App and AI Drafts and 1 more component, lasting 3h 12m. The incident has been resolved; the full update timeline is below.
Affected components
Web AppAI DraftsAI AnswersAI SummarizeAI Assist
Update timeline
- investigating Aug 18, 2026, 03:38 PM UTC
We’re currently investigating reports of customers running into errors in the Inbox and while using AI Drafts. We will continue to update as we have more information.
- monitoring Aug 18, 2026, 03:54 PM UTC
A fix is now in place, and there should no longer be any issues. Our Engineering Team is continuing to monitor the situation.
- resolved Aug 18, 2026, 06:50 PM UTC
Inbox and AI Draft behavior is stable across the board, so we're closing this out. Thank you for your patience while we worked on this one!