HelpScout experienced a minor incident on July 6, 2026 affecting Web App, lasting 3h 55m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jul 06, 2026, 11:31 AM UTC
We’re currently investigating an issue affecting Automatic Workflows. We'll post an update as soon as we have more to share. Thank you for your patience.
- monitoring Jul 06, 2026, 01:26 PM UTC
The root cause has been discovered and fixed. New conversations are being processed correctly by automatic workflows. We're looking into the missed conversations that should have triggered workflows, and we'll post an update when we have more information. Thanks again for your patience and sorry for the disruption today.
- resolved Jul 06, 2026, 03:27 PM UTC
Between 07:16–08:07 UTC some conversations were not processed by automatic workflows, as a result some conversations may not have expected automated actions performed on them. The issue is now resolved and automatic workflows are working normally. Affected conversations will require manual action(s) to be taken. If you'd like extra support, please email our team: [email protected]