Help Scout Outage History
Help Scout is up right nowPingoru has recorded 50 incidents for Help Scout: 39 in the last 12 months and 6 in the last 90 days.
Show as a table
| Month | Incidents | Hours with an open incident |
|---|---|---|
| April 2026 | 6 | 11 of 720 (2%) |
| May 2026 | 2 | 3 of 744 (0%) |
| June 2026 | 2 | 26 of 720 (4%) |
| July 2026 | 4 | 14 of 744 (2%) |
| August 2026 | 5 | 11 of 744 (2%) |
| September 2026 | 1 | 1 of 720 (0%) |
| October 2026 | 0 | 0 of 588 (0%) |
Incidents, newest first
Minor February 19, 2026 Inboxes Not Currently Loading For Some Users 28m Web App, Email Processing, Mailbox counts, folders, reports, search results
Started Feb 19, 2026, 08:32 PM UTC· resolved Feb 19, 2026, 09:00 PM UTC
- investigating Feb 19, 2026, 08:32 PM UTC
We're looking in to reports of trouble loading Inboxes across the app. We'll update here when we have more information. Thanks for your patience!
- monitoring Feb 19, 2026, 08:52 PM UTC
A fix has been implemented and our team is monitoring results.
- resolved Feb 19, 2026, 09:00 PM UTC
Our team identified and fixed this issue and all pages across the app should be loading normally now. Apologies for the disruption today, folks!
Minor January 22, 2026 Outlook Outage 9h 54m Email Processing
Started Jan 22, 2026, 08:46 PM UTC· resolved Jan 23, 2026, 06:40 AM UTC
- monitoring Jan 22, 2026, 08:46 PM UTC
It looks like Outlook is down right now, so you may see issues with emails from Outlook being forwarded into Help Scout, and if using Microsoft's servers for outgoing mail (using custom SMTP) you may encounter issues with delivery. We are monitoring this, and will post an update once everything's back to normal.
- monitoring Jan 22, 2026, 10:01 PM UTC
Microsoft are still reporting degraded service for Outlook, which continues to impact both incoming mail forwarded from Outlook account, as well as outgoing mail being delivered through Outlook's servers. We are continuing to monitor the issue, and will post again once it has been resolved by Microsoft.
- monitoring Jan 22, 2026, 11:29 PM UTC
Just checking in to say we are still keeping an eye on this. Microsoft are still reporting degraded service functionality, so incoming emails from Outlook, and outbound emails sent through Microsoft's servers are impacted by this. We'll continue to monitor and post updates here.
- resolved Jan 23, 2026, 06:40 AM UTC
Microsoft have confirmed that all products are operational. This means emails from Outlook being forwarded into Help Scout and Microsoft's servers for outgoing mail (using custom SMTP) should now be working. If you're still experiencing issues, please contact our support team so we can investigate further.
Notice January 8, 2026 Search and Page Load Issues – Web App
Started Jan 08, 2026, 03:42 PM UTC· resolved Jan 08, 2026, 03:42 PM UTC
- resolved Jan 08, 2026, 03:42 PM UTC
Issues with search and connectivity are now resolved - workflow folders, message counts/previews, search results, and page loads should be returning to normal. We'll publish a brief post-mortem in the next 48 hours once the root cause is confirmed, but performance seems to be normal once again.
Minor December 22, 2025 Intermittent Docs Sites loading issues 2h
Started Dec 22, 2025, 04:00 AM UTC· resolved Dec 22, 2025, 06:00 AM UTC
- resolved Dec 22, 2025, 11:28 AM UTC
Our team investigated and resolved an issue that prevented some of our customers' Docs sites from loading. All sites should now be loading as expected. If you're still experiencing issues, please contact our support team so we can investigate further.
Critical December 20, 2025 Docs site not loading 1h 19m Docs Sites
Started Dec 20, 2025, 09:24 PM UTC· resolved Dec 20, 2025, 10:43 PM UTC
- investigating Dec 20, 2025, 09:24 PM UTC
We are currently investigating an issue that is causing Docs sites to not load. We will update here as soon as we have more information to share.
- monitoring Dec 20, 2025, 09:59 PM UTC
Docs sites are back to loading, and our team is monitoring things at this time. We will update again when we're sure things are all resolved.
- resolved Dec 20, 2025, 10:43 PM UTC
Docs is back to fully operational.
Minor December 10, 2025 Email Delays 1h 52m Email Processing
Started Dec 10, 2025, 04:36 PM UTC· resolved Dec 10, 2025, 06:29 PM UTC
- investigating Dec 10, 2025, 04:36 PM UTC
We're investigating reports of delays in email delivery to Help Scout. Our team is looking into this, and we'll post updates here as soon as we have them.
- identified Dec 10, 2025, 05:05 PM UTC
Our team has identified the issue which has caused delays to inbound emails. 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.
- monitoring Dec 10, 2025, 05:40 PM UTC
Making progress! We're currently processing the email backlog and you should see new messages starting to trickle in to your inboxes.
- resolved Dec 10, 2025, 06:29 PM UTC
The email backlog has been processed, and the issue is now fully resolved. Inbound email should be back to normal, so we're closing this one out. Apologies for the trouble!
Major November 14, 2025 Temporary Outage and Slow Loading across Help Scout 8m Web App
Started Nov 14, 2025, 07:27 PM UTC· resolved Nov 14, 2025, 07:35 PM UTC
- identified Nov 14, 2025, 07:27 PM UTC
We've identified the cause of the issues causing a partial outage and sluggish behavior across Help Scout this morning and are working on implementing a solution. We'll keep you informed on our progress -- thanks for your patience.
- resolved Nov 14, 2025, 07:35 PM UTC
Our team has resolved the issue that caused a temporary outage which impacted all areas of Help Scout from 2:10pm - 2:22p ET. The app should now be fully functional again. Apologies for the disruption today, folks!
Minor October 6, 2025 Web App Performance Issues 39m Web App
Started Oct 06, 2025, 08:20 AM UTC· resolved Oct 06, 2025, 09:00 AM UTC
- investigating Oct 06, 2025, 08:20 AM UTC
We're looking into reports of slow page loads across the app. You may notice slow load times and degraded performance across the app. Our team are investigating, and we'll post updates here as soon as we have them.
- resolved Oct 06, 2025, 09:00 AM UTC
Our team has identified & resolved the issue causing degraded performance & slow load times in the web app this morning. Things should be back to normal again. We're closing this out. Thank you for your patience while we worked on this!
Minor September 16, 2025 Degraded Performance & Slow Loading Issues 48m Web App
Started Sep 16, 2025, 08:18 AM UTC· resolved Sep 16, 2025, 09:06 AM UTC
- investigating Sep 16, 2025, 08:18 AM UTC
We're investigating reports of slow loading and general sluggishness across the web app. You may notice longer-than-usual load times and delays when working from Help Scout. We will post here again as soon as we have more to share.
- resolved Sep 16, 2025, 09:06 AM UTC
Our engineers have identified and resolved the issue, so load times should now be back to normal once again. Thank you for your patience while we worked on this one!
Minor September 15, 2025 Delays to Conversation Updates 37m Email Processing
Started Sep 15, 2025, 05:24 PM UTC· resolved Sep 15, 2025, 06:02 PM UTC
- investigating Sep 15, 2025, 05:24 PM UTC
We’ve been alerted to a problem with Help Scout and are investigating. You may see a delay in view counts updating and in merging conversations. We'll let you know when we have additional information.
- resolved Sep 15, 2025, 06:02 PM UTC
This issue has been resolved. Conversations and folders should now be up to date and working as expected. Apologies for the trouble!
Minor September 9, 2025 Delays in Updating Views 4h 10m Web App, Beacon, Mailbox counts, folders, reports, search results
Started Sep 09, 2025, 08:45 PM UTC· resolved Sep 10, 2025, 12:55 AM UTC
- 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.
Minor August 7, 2025 Web App Connection Timeouts 1h 5m Web App
Started Aug 07, 2025, 09:09 PM UTC· resolved Aug 07, 2025, 10:15 PM UTC
- 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!
Notice July 14, 2025 Temporary Connections Issues with Docs 2h 20m
Started Jul 14, 2025, 08:50 AM UTC· resolved Jul 14, 2025, 11:10 AM UTC
- 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]