Help Scout experienced a minor incident on August 31, 2026 affecting Mailbox counts, folders, reports, search results, lasting 3h 57m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Aug 31, 2026, 03:09 PM UTC
We are currently seeing some issues with conversation counts and inbox views not refreshing accurately. Our Engineering Team has identified the root cause and they're currently working to bring them back online.
- monitoring Aug 31, 2026, 04:00 PM UTC
A fix is now in place for the Inbox issues affecting folder/view counts, routing, SLAs, sentiment. While there is a backlog of data being processed, you should start to see issues resolve. Our Engineering Team is continuing to monitor the situation.
- monitoring Aug 31, 2026, 05:03 PM UTC
A fix is in place for the SLAs, Routing, and Sentiment issues. We have been alerted to continuing issues around conversation counts not updating accurately. Our Engineering Team is monitoring these issues and identifying whether an additional fix is needed. We will continue to keep you updated on our progress.
- resolved Aug 31, 2026, 07:06 PM UTC
Inbox behavior (Conversation Counts, SLAs, Routing, and Sentiment issue) is stable across the board, so we're closing this out. Thank you for your patience while we worked on this one!