HelpScout experienced a major incident on October 20, 2025 affecting Web App, lasting 2h 46m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Oct 20, 2025, 09:50 AM UTC
We’ve identified the connectivity issues affecting our app as stemming from a disruption with one of our cloud infrastructure providers. Our team is monitoring their recovery closely. We’ll share an update as soon as we know more.
- monitoring Oct 20, 2025, 10:25 AM UTC
Our infrastructure provider is reporting significant recovery, and most Help Scout services are now operating normally. We'll continue to monitor the situation and will share an update as soon as possible.
- resolved Oct 20, 2025, 12:37 PM UTC
The earlier disruption with one of our cloud providers has been fully resolved. Help Scout services are stable, and we’ve confirmed normal performance across the platform. We’ll continue routine monitoring, but no further impact is expected. Thanks for your patience while this issue was resolved.