HelpScout experienced a minor incident on March 12, 2026 affecting Mailbox counts, folders, reports, search results, lasting 23m. The incident has been resolved; the full update timeline is below.
Affected components
Mailbox counts, folders, reports, search results
Update timeline
- investigating Mar 12, 2026, 05:36 PM UTC
Our team has identified an issue with the Closed Folder. Recently Closed Conversations are not being added to the Folder, starting around 8am ET. This does not impact delivery - emails are still being sent without issue. We'll post again once we have an update on this.
- resolved Mar 12, 2026, 05:59 PM UTC
Our engineers have found the issue causing Closed Conversations not to display in the Closed Folder, and this has now been resolved, You should now find all of those Conversations in the Closed Folder as normal. Thanks for your patience while we worked on getting this one fixed up!