Help Scout Outage History

Help Scout had 36 outages in the last 2 years totaling 15h 25m of downtime — averaging 1.5 incidents per month.

There were 36 Help Scout outages since April 17, 2025 totaling 15h 25m of downtime. Each is summarised below — incident details, duration, and resolution information.

Source: https://status.helpscout.net

Minor September 9, 2025

Delays in Updating Views

Detected by Pingoru: Sep 09, 2025, 08:45 PM UTC
Resolved: Sep 10, 2025, 12:55 AM UTC
Duration: 4h 10m

Affected: Web AppBeaconMailbox counts, folders, reports, search results

Timeline · 5 updates

investigating Sep 09, 2025, 08:45 PM UTC

We are investigating an issue with Views not properly updating in Help Scout, which is causing conversations to not appear in matching views. We'll post more information here as we have updates. Thank you for your patience!
identified Sep 09, 2025, 09:00 PM UTC

Our team has identified the issue which has caused degraded performance across Views. We're still seeing delays, but we've identified the issue and we're working on a fix. We'll post an update when we've got more news to share.
identified Sep 09, 2025, 09:30 PM UTC

We are continuing to work on a fix for the issues with Views. Thanks for your understanding as we get everything working again today!
identified Sep 09, 2025, 10:29 PM UTC

We've identified and released a fix for issue that was affecting our app. The fix is now live and you should see normal performance returning over the next few hours as the fix fully takes effect. No action is needed on your end. We apologize for any inconvenience this may have caused and appreciate your patience while we fully resolve this issue.
resolved Sep 10, 2025, 12:55 AM UTC

Views and folders should now be updating as expected and show all matching conversations. Thank you for your patience today.

Read the full incident report →

Minor August 7, 2025

Web App Connection Timeouts

Detected by Pingoru: Aug 07, 2025, 09:09 PM UTC
Resolved: Aug 07, 2025, 10:15 PM UTC
Duration: 1h 5m

Affected: Web App

Timeline · 2 updates

monitoring Aug 07, 2025, 09:09 PM UTC

The Help Scout web application is experiencing sporadic connection failures for some customers, resulting in long page load times and, in some cases, a “no healthy upstream” error. We believe we've identified the issue and have seen things recover, but will continue to monitor the issue until fully resolved.
resolved Aug 07, 2025, 10:15 PM UTC

We are no longer seeing any errors with the Help Scout web app and are confident that we've resolved the issue. We're sorry for any trouble this has caused, and thank you for your patience!

Read the full incident report →

Notice July 14, 2025

Temporary Connections Issues with Docs

Detected by Pingoru: Jul 14, 2025, 12:12 PM UTC
Resolved: Jul 14, 2025, 10:30 AM UTC
Duration: —

Timeline · 1 update

resolved Jul 14, 2025, 12:12 PM UTC

Earlier this morning, we experienced some issues which made Docs sites and the Docs API unavailable. This would have occurred on two separate occasions (the first around 8:50am UTC and the second around 11:10am UTC) lasting around five minutes each time. Our team identified and resolved the issue, and things should be working as expected again! We apologize for the inconvenience today and thank you for your patience! If you have questions, reach out to our support team at [email protected]

Read the full incident report →

Notice July 9, 2025

Temporary Connection Issues

Detected by Pingoru: Jul 09, 2025, 06:07 PM UTC
Resolved: Jul 09, 2025, 06:07 PM UTC
Duration: —

Timeline · 1 update

resolved Jul 09, 2025, 06:07 PM UTC

Earlier today, between 1 PM and 1:37 PM EST, some users may have experienced slow page loads and no healthy upstream errors in Help Scout. Our team identified and resolved the issue, and things should be working as expected again! We apologize for the inconvenience today and thank you for your patience! If you have questions, reach out to our support team at [email protected]

Read the full incident report →

Notice June 12, 2025

Issues with Email Delivery

Detected by Pingoru: Jun 12, 2025, 07:18 PM UTC
Resolved: Jun 12, 2025, 07:54 PM UTC
Duration: 36m

Affected: Email Processing

Timeline · 3 updates

monitoring Jun 12, 2025, 07:18 PM UTC

We are observing errors related to Google Workspace APIs. Customers who use Google Workspace and have connected their Help Scout inboxes to send via Google OAuth may find they are not able to send or receive email.
monitoring Jun 12, 2025, 07:37 PM UTC

We are seeing successful Google API calls, though there may be a delay in email deliveries. If you observe any bounced replies, you may try re-sending them. We will provide updates as we continue to monitor this issue.
resolved Jun 12, 2025, 07:54 PM UTC

We are no longer seeing errors associated with sending and receiving emails from Google Workspace. Emails sent via Google OAuth may be delayed, but will be delivered to customers. If you continue to see any issues with email deliveries in Help Scout, please reach out to our team to further investigate.

Read the full incident report →

Minor June 10, 2025

AI Features: Our AI service provider is experiencing issues

Detected by Pingoru: Jun 10, 2025, 12:29 PM UTC
Resolved: Jun 10, 2025, 05:17 PM UTC
Duration: 4h 48m

Affected: AI DraftsAI AnswersAI SummarizeAI Assist

Timeline · 6 updates

monitoring Jun 10, 2025, 12:29 PM UTC

Our AI service provider is experiencing issues, resulting in intermittent errors with our AI features. We'll share updates as soon as possible.
monitoring Jun 10, 2025, 01:43 PM UTC

We're seeing improvements with our AI features, but fewer intermittent errors are still occurring. We'll provide more updates as we have them.
monitoring Jun 10, 2025, 02:25 PM UTC

We are continuing to monitor the issue with our AI service provider. We are seeing some improvements, but you may still encounter problems when using our AI features (AI Drafts, AI Assist, AI Summarize & AI Answers). We'll keep you updated as soon as we know more.
monitoring Jun 10, 2025, 03:04 PM UTC

Our AI service provider has identified the issue on their end, but has advised that it may take another few hours before it is fully resolved. We will continue to monitor on our end and will keep you updated here.
monitoring Jun 10, 2025, 04:07 PM UTC

We are seeing continued recovery with our AI Proivder. We will provide further updates as progress is made.
resolved Jun 10, 2025, 05:17 PM UTC

We've continued to see improvements with our AI Features and made a minor change to restore functionality while we wait for the original issue to be resolved entirely. You'll see our AI Features working in app, but if you have questions reach out to our support team via [email protected]

Read the full incident report →

Major May 26, 2025

Views Loading Issues

Detected by Pingoru: May 26, 2025, 04:02 PM UTC
Resolved: May 26, 2025, 04:13 PM UTC
Duration: 11m

Affected: Web App

Timeline · 3 updates

investigating May 26, 2025, 04:02 PM UTC

We're looking into connection errors that could be affecting loading conversations from the inbox views. We'll update here when we have more information!
identified May 26, 2025, 04:08 PM UTC

Our engineers have identified the root cause of the issue with Views and are working on resolving it. Thank you for your patience.
resolved May 26, 2025, 04:13 PM UTC

Our engineers have resolved the root cause of the issue with Views. They should be loading now as normal. We're closing this out and our engineers will continue to monitor. Sorry for the trouble today!

Read the full incident report →

Minor April 28, 2025

Views not updating

Detected by Pingoru: Apr 28, 2025, 03:33 PM UTC
Resolved: Apr 28, 2025, 03:49 PM UTC
Duration: 16m

Affected: Web App

Timeline · 2 updates

investigating Apr 28, 2025, 03:33 PM UTC

We're looking into issues related to Views not updating in Inboxes. We'll update here when we have more information.
resolved Apr 28, 2025, 03:49 PM UTC

Our engineers identified the root cause of the issues we were seeing with Views and have resolved it. Views in your Inboxes should return to normal soon. We're closing this out and our engineers will continue to monitor. Sorry for the trouble today!

Read the full incident report →

Major April 25, 2025

AI Drafts Issues

Detected by Pingoru: Apr 25, 2025, 06:53 PM UTC
Resolved: Apr 25, 2025, 08:34 PM UTC
Duration: 1h 41m

Affected: AI Drafts

Timeline · 4 updates

investigating Apr 25, 2025, 06:53 PM UTC

AI Drafts is currently unavailable. You may notice that attempting to generate a Draft does not work. We are investigating and will update you again as soon as we have more to share. Thanks for your patience while we look into this!
investigating Apr 25, 2025, 07:26 PM UTC

We're still looking into this one. AI Drafts is still not working, but our engineers are on the case. Thanks for bearing with us!
investigating Apr 25, 2025, 08:08 PM UTC

Just a quick update to say we are still working on this one! We appreciate your patience while we continue to investigate, and we will post here again as soon as we have more news to share.
resolved Apr 25, 2025, 08:34 PM UTC

The issue with generating AI Drafts has been identified & resolved. You should now be able to generate new AI Drafts as normal. Thank you again for your patience while our team worked on this one!

Read the full incident report →

Minor April 17, 2025

Inbox Presence/Collision Detection Issues

Detected by Pingoru: Apr 17, 2025, 02:25 PM UTC
Resolved: Apr 17, 2025, 04:34 PM UTC
Duration: 2h 8m

Affected: Mailbox counts, folders, reports, search results

Timeline · 3 updates

investigating Apr 17, 2025, 02:25 PM UTC

We’ve been alerted to a problem with Help Scout, and we’re investigating. You may not see indicators in the Inbox for who is viewing or replying to Conversations, but Collision Detection should work as expected. We'll share updates as soon as we have them.
monitoring Apr 17, 2025, 03:07 PM UTC

We've corrected the issue and are slowly rolling out the ability to see those indicators in the Inbox. We'll share more soon, and welcome any questions via [email protected].
resolved Apr 17, 2025, 04:34 PM UTC

We've finished rolling out the ability to see those indicators in the Inbox. Thank you for your patience!

Read the full incident report →

Minor April 17, 2025

Issues With Closed Folder & Search

Detected by Pingoru: Apr 17, 2025, 09:40 AM UTC
Resolved: Apr 17, 2025, 10:07 AM UTC
Duration: 26m

Affected: Mailbox counts, folders, reports, search results

Timeline · 3 updates

identified Apr 17, 2025, 09:40 AM UTC

We've identified an issue affecting the Closed Folder and Search features. Some Users may notice that sent emails are delayed in being added to the Closed Folder or do not show up in Search Results. Our team is working on getting this resolved as quickly as possible. We'll update you as soon as it has been resolved!
monitoring Apr 17, 2025, 09:49 AM UTC

The issue has been found and a fix has been deployed. You should now see all Closed Conversations in the Closed Folder, and Search should display all relevant results without issue. We'll continue monitoring this for now and will post a final update once we're sure everything is back to 100%.
resolved Apr 17, 2025, 10:07 AM UTC

The issue with the Closed Folder & Search is now resolved, and everything should be back to normal. If you do notice any further issues, you can reach out to let us know. Thanks for your patience while we worked to get this one fixed up!

Read the full incident report →