Partially Degraded Service

About This Site

All Help Scout systems are being actively monitored and any issues will be reported here. If you are having trouble and don't see updates here, please email help@helpscout.net.

Uptime over the past 90 days. View historical uptime.
Web App Operational
90 days ago
99.98 % uptime
Today
Docs Sites ? Operational
90 days ago
100.0 % uptime
Today
Beacon ? Operational
90 days ago
99.98 % uptime
Today
Mobile Apps Operational
90 days ago
100.0 % uptime
Today
Mailbox counts, folders, reports, search results ? Degraded Performance
Public APIs Operational
90 days ago
100.0 % uptime
Today
Inbox API Operational
90 days ago
100.0 % uptime
Today
Docs API Operational
90 days ago
100.0 % uptime
Today
AI Services Operational
90 days ago
100.0 % uptime
Today
AI Drafts ? Operational
90 days ago
100.0 % uptime
Today
AI Answers Operational
90 days ago
100.0 % uptime
Today
AI Summarize Operational
90 days ago
100.0 % uptime
Today
AI Assist Operational
90 days ago
100.0 % uptime
Today
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Major outage
Partial outage
No downtime recorded on this day.
No data exists for this day.
had a major outage.
had a partial outage.

No incidents or maintenance related to this downtime.

Scheduled Maintenance

Scheduled Database Maintenance Sep 23, 2025 00:00-01:00 EDT

We are scheduling maintenance for the morning of September 23, between 12:00 AM and 1:00 AM Eastern. We expect the downtime to be no longer than 1 hour.

During this time, it won't be possible to manage webhooks through the UI and public API, but webhooks will still be triggered. Once the maintenance is complete, the delayed webhooks will fire.
Posted on Sep 08, 2025 - 14:37 EDT
Sep 15, 2025
Delays to Conversation Updates
Resolved - This issue has been resolved. Conversations and folders should now be up to date and working as expected. Apologies for the trouble!
Sep 15, 14:02 EDT
Investigating - We’ve been alerted to a problem with Help Scout and are investigating. You may see a delay in view counts updating and in merging conversations. We'll let you know when we have additional information.
Sep 15, 13:24 EDT
Degraded Performance & Slow Loading Issues
Resolved - The issue has been identified & resolved, and everything should be back to normal once again. Thank you for your patience with this!
Sep 15, 10:11 EDT
Identified - Our engineers have identified an issue with a recent deployment that likely caused this degraded performance. We've got a fix coming shortly that'll take care of those slow page loads. We'll post here again once everything is back to normal. Thanks for your patience while we investigate!
Sep 15, 09:56 EDT
Investigating - We're looking into reports of slow page loads across the app. Some customers may notice longer-than-usual loading times when working with Help Scout in both Inbox & Docs. Our engineers are on it, and we hope to have news on a resolution for this as soon as possible.
Sep 15, 09:25 EDT
Sep 14, 2025

No incidents reported.

Sep 13, 2025

No incidents reported.

Sep 12, 2025

No incidents reported.

Sep 11, 2025

No incidents reported.

Sep 10, 2025

No incidents reported.

Sep 9, 2025
Delays in Updating Views
Resolved - Views and folders should now be updating as expected and show all matching conversations. Thank you for your patience today.
Sep 9, 20:55 EDT
Update - We've identified and released a fix for issue that was affecting our app. The fix is now live and you should see normal performance returning over the next few hours as the fix fully takes effect. No action is needed on your end.

We apologize for any inconvenience this may have caused and appreciate your patience while we fully resolve this issue.
Sep 9, 18:29 EDT
Update - We are continuing to work on a fix for the issues with Views. Thanks for your understanding as we get everything working again today!
Sep 9, 17:30 EDT
Identified - Our team has identified the issue which has caused degraded performance across Views. We're still seeing delays, but we've identified the issue and we're working on a fix. We'll post an update when we've got more news to share.
Sep 9, 17:00 EDT
Investigating - We are investigating an issue with Views not properly updating in Help Scout, which is causing conversations to not appear in matching views. We'll post more information here as we have updates. Thank you for your patience!
Sep 9, 16:45 EDT
Sep 8, 2025

No incidents reported.

Sep 7, 2025

No incidents reported.

Sep 6, 2025
Scheduled Database Maintenance
Completed - The scheduled maintenance has been completed ahead of schedule. All Inbox views are back to full function.
Sep 6, 08:41 EDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
Sep 6, 08:00 EDT
Scheduled - Updates to Inbox Views in Help Scout will be delayed on the morning of September 6, between 8:00 AM and 9:00 AM Eastern while we perform maintenance. We expect the downtime to be no longer than 1 hour.

Note that this was originally schedule for August 30 but has been rescheduled.

Inbox Views will update again after we have completed the maintenance. We’ll provide updates here if anything changes during the maintenance window.
Aug 27, 13:04 EDT
Sep 5, 2025

No incidents reported.

Sep 4, 2025

No incidents reported.

Sep 3, 2025

No incidents reported.

Sep 2, 2025

No incidents reported.

Sep 1, 2025

No incidents reported.

← Incident History Powered by Atlassian Statuspage