HelpScout experienced a minor incident on April 17, 2025 affecting Mailbox counts, folders, reports, search results, lasting 26m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Apr 17, 2025, 09:40 AM UTC
We've identified an issue affecting the Closed Folder and Search features. Some Users may notice that sent emails are delayed in being added to the Closed Folder or do not show up in Search Results. Our team is working on getting this resolved as quickly as possible. We'll update you as soon as it has been resolved!
- monitoring Apr 17, 2025, 09:49 AM UTC
The issue has been found and a fix has been deployed. You should now see all Closed Conversations in the Closed Folder, and Search should display all relevant results without issue. We'll continue monitoring this for now and will post a final update once we're sure everything is back to 100%.
- resolved Apr 17, 2025, 10:07 AM UTC
The issue with the Closed Folder & Search is now resolved, and everything should be back to normal. If you do notice any further issues, you can reach out to let us know. Thanks for your patience while we worked to get this one fixed up!