HelpScout experienced a notice incident on April 21, 2026 affecting AI Drafts and AI Answers and 1 more component, lasting 2h 10m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Apr 21, 2026, 07:50 PM UTC
We’re currently investigating reports of issues with our AI Features. We will continue to update as we have more information.
- monitoring Apr 21, 2026, 08:22 PM UTC
Our team has pushed a fix for this issue and we're monitoring the situation for now. We're hopeful that we can get things back to normal soon!
- monitoring Apr 21, 2026, 09:29 PM UTC
Our AI features should all be functional again! We'll continue to monitor things for a bit longer just to make sure all is well before closing this one out.
- resolved Apr 21, 2026, 10:01 PM UTC
Thanks for your patience today folks. This issue has been resolved an all AI features should be functioning normally again. Apologies for the disruption!