HelpScout Outage History

HelpScout is up right now

There were 14 HelpScout outages since February 19, 2026 totaling 43h 34m of downtime. Each is summarised below — incident details, duration, and resolution information.

Source: https://status.helpscout.com

Minor April 27, 2026

Connection Issues

Detected by Pingoru
Apr 27, 2026, 12:43 PM UTC
Resolved
Apr 27, 2026, 12:54 PM UTC
Duration
10m
Affected: Web App
Timeline · 2 updates
  1. investigating Apr 27, 2026, 12:43 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. Apologies for the disruption and thanks for your patience as we investigate.

  2. resolved Apr 27, 2026, 12:54 PM UTC

    Our team has identified and resolved the issue, and performance is now stable across the board. We'll continue to monitor all services over the next few hours. Thank you for your patience while we resolved this.

Read the full incident report →

Notice April 21, 2026

AI Feature Issue

Detected by Pingoru
Apr 21, 2026, 07:50 PM UTC
Resolved
Apr 21, 2026, 10:01 PM UTC
Duration
2h 10m
Affected: AI DraftsAI AnswersAI SummarizeAI Assist
Timeline · 4 updates
  1. 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.

  2. 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!

  3. 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.

  4. 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!

Read the full incident report →

Notice April 14, 2026

AI Drafts: Intermittent issues generating AI Drafts

Detected by Pingoru
Apr 14, 2026, 04:21 PM UTC
Resolved
Apr 14, 2026, 05:01 PM UTC
Duration
39m
Affected: Web App
Timeline · 2 updates
  1. investigating Apr 14, 2026, 04:21 PM UTC

    Investigating - We've received reports of AI Drafts not being able to generate drafts. We're looking into it, and we'll post updates here as we have them.

  2. resolved Apr 14, 2026, 05:01 PM UTC

    Our team found and resolved the issue, and AI Drafts are generating drafts again. Thanks for bearing with us today, folks!

Read the full incident report →

Minor April 13, 2026

Reporting Views Displaying Inconsistent Metrics

Detected by Pingoru
Apr 13, 2026, 09:51 PM UTC
Resolved
Apr 13, 2026, 11:27 PM UTC
Duration
1h 36m
Affected: Web App
Timeline · 3 updates
  1. investigating Apr 13, 2026, 09:51 PM UTC

    Hey there folks, we're currently receiving reports of Reporting Views displaying inconsistent metrics. Our team is investigating and we'll be back with more updates soon!

  2. investigating Apr 13, 2026, 10:57 PM UTC

    Our team are still investigating issues with Reports. For now, you may see some inconsistent metrics as well as issues when creating/applying views to Reports. We'll post again as soon as we have more to share - thanks for your patience while we work on this!

  3. resolved Apr 13, 2026, 11:27 PM UTC

    Our team has resolved this issue. You should no longer see inconsistent reporting metrics or any issues with reporting views. Apologies for the disruption today, folks!

Read the full incident report →

Minor April 8, 2026

Inbound Email Issues

Detected by Pingoru
Apr 08, 2026, 04:40 PM UTC
Resolved
Apr 08, 2026, 11:10 PM UTC
Duration
6h 30m
Affected: Email Processing
Timeline · 6 updates
  1. investigating Apr 08, 2026, 04:40 PM UTC

    We’re currently investigating reports of inbound email issues. For some Inboxes, emails are not being forwarded from Gmail into Help Scout, starting from around 1pm UTC. We'll post again as soon as we have more to share.

  2. investigating Apr 08, 2026, 05:29 PM UTC

    We’re still investigating issues with inbound emails for some accounts. This seems to be impacting emails forwarded from Google, specifically from Google Groups. We will continue to share updates as soon as we know more - thanks for your patience!

  3. identified Apr 08, 2026, 06:22 PM UTC

    We're continuing to monitor issues with inbound mail as a result of a current outage at Google, which seems to specifically impact certain emails forwarded from Google Workspace emails. We'll keep sharing updates on this as we get them from Google.

  4. identified Apr 08, 2026, 07:47 PM UTC

    We are still monitoring this ongoing outage with Google, which continues to impact emails forwarded to Help Scout in certain cases. As soon as we have confirmation from Google that this issue has been fully resolved, we'll post an update here. Thanks for your continued patience!

  5. identified Apr 08, 2026, 10:29 PM UTC

    Just sharing another quick update, we're still monitoring this outage at Google. For now, some incoming emails may not be forwarded to Help Scout from from Gmail and Google Groups. We'll continue to post updates here until the issue has been resolved.

  6. resolved Apr 08, 2026, 11:10 PM UTC

    It looks like the issue at Google has been resolved, so inbound emails forwarded to Help Scout from Google accounts should now be working as normal once again. If you do run into any further issues, just reach out to let us know.

Read the full incident report →

Notice March 25, 2026

Outbound Email and Draft Creation Issues

Detected by Pingoru
Mar 25, 2026, 05:47 PM UTC
Resolved
Mar 25, 2026, 06:00 PM UTC
Duration
12m
Affected: Email Processing
Timeline · 2 updates
  1. investigating Mar 25, 2026, 05:47 PM UTC

    We’re currently investigating reports of outbound email and draft creation issues. We will continue to update as we have more information.

  2. resolved Mar 25, 2026, 06:00 PM UTC

    Resolved - Our team has identified and resolved the issue. Outbound emails are being delivered again. Sorry for the trouble today, everyone.

Read the full incident report →

Minor March 21, 2026

Folder and View Issues

Detected by Pingoru
Mar 21, 2026, 04:39 PM UTC
Resolved
Mar 22, 2026, 04:20 PM UTC
Duration
23h 41m
Affected: Mailbox counts, folders, reports, search results
Timeline · 5 updates
  1. investigating Mar 21, 2026, 04:39 PM UTC

    We’re currently investigating reports of issues with Views and Folders. We will continue to update as we have more information.

  2. investigating Mar 21, 2026, 05:42 PM UTC

    We’re still investigating reports of issues with folders and views not displaying the correct conversations. We hope to have more information available soon.

  3. identified Mar 21, 2026, 07:22 PM UTC

    We're still seeing delays, but we've identified the issue and we're working on a fix. We'll post a final update when services are back to normal.

  4. monitoring Mar 21, 2026, 09:28 PM UTC

    A Fix has been implemented, and we are monitoring results. We will update again when the issue is resolved.

  5. resolved Mar 22, 2026, 04:20 PM UTC

    We can confirm that views and folders have been operating as expected today, and that the underlying issue here has been resolved. Please get in touch with our team if you continue to experience any unusual behavior across your inbox.

Read the full incident report →

Notice March 20, 2026

Docs Errors

Detected by Pingoru
Mar 20, 2026, 05:00 PM UTC
Resolved
Mar 20, 2026, 06:12 PM UTC
Duration
1h 11m
Affected: Docs Sites
Timeline · 4 updates
  1. investigating Mar 20, 2026, 05:00 PM UTC

    We are currently investigating an issue that is preventing Docs sites from loading. We will update here as soon as we have more information to share.

  2. identified Mar 20, 2026, 05:13 PM UTC

    Our team has identified the root cause of the Docs issues and are working to resolve the issues. Docs sites and AI Answers relying on Docs content will be intermittently available while we get this working.

  3. monitoring Mar 20, 2026, 05:44 PM UTC

    We've fixed the underlying causes of the issues with Docs sites and AI Answers, and our team is monitoring our systems for continued stability. We will update again when we're sure things are all resolved.

  4. resolved Mar 20, 2026, 06:12 PM UTC

    Help Scout Docs and AI Answers are fully operational - we’re closing this out. Thank you for your patience while we worked on this one!

Read the full incident report →

Minor March 19, 2026

Drafts Not Loading Properly

Detected by Pingoru
Mar 19, 2026, 08:50 PM UTC
Resolved
Mar 19, 2026, 09:38 PM UTC
Duration
47m
Affected: Web App
Timeline · 3 updates
  1. investigating Mar 19, 2026, 08:50 PM UTC

    We’re aware that some customers are having issues editing drafts on conversations. We're investigating the issue and will post an update here once we have additional information to share.

  2. identified Mar 19, 2026, 09:04 PM UTC

    We've identified the cause of the issues with drafts are working on implementing a solution. We'll keep you informed on our progress and appreciate your patience.

  3. resolved Mar 19, 2026, 09:38 PM UTC

    Our engineers have fixed the issue preventing drafts from opening properly, and you should now be able to edit all of the drafts in your inbox. Thanks for your patience while we worked on getting this one fixed up!

Read the full incident report →

Minor March 12, 2026

Closed Folder Issues

Detected by Pingoru
Mar 12, 2026, 05:36 PM UTC
Resolved
Mar 12, 2026, 05:59 PM UTC
Duration
23m
Affected: Mailbox counts, folders, reports, search results
Timeline · 2 updates
  1. investigating Mar 12, 2026, 05:36 PM UTC

    Our team has identified an issue with the Closed Folder. Recently Closed Conversations are not being added to the Folder, starting around 8am ET. This does not impact delivery - emails are still being sent without issue. We'll post again once we have an update on this.

  2. resolved Mar 12, 2026, 05:59 PM UTC

    Our engineers have found the issue causing Closed Conversations not to display in the Closed Folder, and this has now been resolved, You should now find all of those Conversations in the Closed Folder as normal. Thanks for your patience while we worked on getting this one fixed up!

Read the full incident report →

Minor March 11, 2026

Sidebar Apps loading intermittently

Detected by Pingoru
Mar 11, 2026, 04:12 PM UTC
Resolved
Mar 11, 2026, 04:42 PM UTC
Duration
30m
Affected: Web App
Timeline · 3 updates
  1. investigating Mar 11, 2026, 04:12 PM UTC

    We’re aware that some customers are having issues with sidebar apps and apps are loading intermittently, or not loading at all. We're investigating the issue and we'll post an update here once we have additional information to share. Thanks for your patience and apologies for the disruption.

  2. monitoring Mar 11, 2026, 04:34 PM UTC

    We've identified and fixed the issue that prevented sidebar apps from loading. We're continuing to monitor sidebar apps performance and we'll post an update here when the issue is fully resolved.

  3. resolved Mar 11, 2026, 04:42 PM UTC

    We've monitored the fix we implemented and sidebar apps are now loading. Thanks for your patience as we investigated and fixed this issue.

Read the full incident report →

Minor March 11, 2026

Sidebar Apps not loading

Detected by Pingoru
Mar 11, 2026, 12:40 PM UTC
Resolved
Mar 11, 2026, 02:04 PM UTC
Duration
1h 24m
Affected: Web App
Timeline · 3 updates
  1. investigating Mar 11, 2026, 12:40 PM UTC

    We’re aware that some customers are having issues with sidebar apps and they're not loading. We're investigating the issue and we'll post an update here once we have additional information to share. Thanks for your patience and apologies for the disruption.

  2. monitoring Mar 11, 2026, 01:09 PM UTC

    We've identified and fixed the issue that prevented sidebar apps from loading. We're continuing to monitor sidebar apps performance and we'll post an update here when the issue is resolved.

  3. resolved Mar 11, 2026, 02:04 PM UTC

    After monitoring, it looks like sidebar apps are loading once more. It seems that the fix is working and we're going to close this one out!

Read the full incident report →

Minor March 6, 2026

Connections Issues

Detected by Pingoru
Mar 06, 2026, 05:38 PM UTC
Resolved
Mar 06, 2026, 09:26 PM UTC
Duration
3h 48m
Affected: Web App
Timeline · 5 updates
  1. investigating Mar 06, 2026, 05:38 PM UTC

    Help Scout is currently unavailable for some customers in the Philippines. It appears to be regionally isolated and we're currently investigating the root cause.

  2. identified Mar 06, 2026, 05:55 PM UTC

    We've identified the cause of the access issues for customers in the Philippines and are working on implementing a solution. We'll keep you informed on our progress -- thanks for your patience.

  3. identified Mar 06, 2026, 06:57 PM UTC

    Our team are still working on a fix for the issue causing Help Scout to be unavailable for some customers in the Philippines. We'll post here again as soon as this has been resolved.

  4. identified Mar 06, 2026, 08:49 PM UTC

    Our team continues to work on a fix for the issue causing Help Scout to be unavailable for some customers in the Philippines. We apologize for the downtime today and we'll post here again as soon as this has been resolved.

  5. resolved Mar 06, 2026, 09:26 PM UTC

    Help Scout access has now been restored for customers in the Philippines. We will continue to monitor the situation. If you're still experiencing any issues accessing the platform, please let us know.

Read the full incident report →

Minor February 19, 2026

Inboxes Not Currently Loading For Some Users

Detected by Pingoru
Feb 19, 2026, 08:32 PM UTC
Resolved
Feb 19, 2026, 09:00 PM UTC
Duration
28m
Affected: Web AppEmail ProcessingMailbox counts, folders, reports, search results
Timeline · 3 updates
  1. investigating Feb 19, 2026, 08:32 PM UTC

    We're looking in to reports of trouble loading Inboxes across the app. We'll update here when we have more information. Thanks for your patience!

  2. monitoring Feb 19, 2026, 08:52 PM UTC

    A fix has been implemented and our team is monitoring results.

  3. resolved Feb 19, 2026, 09:00 PM UTC

    Our team identified and fixed this issue and all pages across the app should be loading normally now. Apologies for the disruption today, folks!

Read the full incident report →

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