HelpScout experienced a major incident on February 26, 2026 affecting Web App and Email Processing and 1 more component, lasting 7m. The incident has been resolved; the full update timeline is below.
Affected components
Web AppEmail ProcessingMailbox counts, folders, reports, search results
Update timeline
- investigating Feb 26, 2026, 12:21 PM UTC
We're currently investigating reports of slow page loads and timeouts when accessing the web app. We’ll share an update as soon as we have more information.
- resolved Feb 26, 2026, 12:29 PM UTC
Our team has identified and resolved the issue, and performance is now stable across the board; therefore, we're closing this out. We'll continue to monitor all services over the next few hours. Thank you for your patience while we resolved this!