Help Scout Outage History

58 incidents recorded over the last 365 days, 39 of them resolved. Durations are measured from when PulsAPI first saw the problem to when it cleared, which is usually longer than the vendor's own figure.

Live Help Scout status100.00% uptime history

Every Recorded Help Scout Incident

Help Scout incidents, newest first, with date, duration and status.
DateIncidentDurationStatus
Sep 26, 2026Scheduled Database MaintenanceThe scheduled maintenance has been completed.2h 0mScheduled
Sep 22, 2026Mailbox counts, folders, reports, search resultsInbox (specifically View) behavior is stable across the board, so we're closing this out. Thank you for your patience while we worked on this one!36 minResolved
Sep 12, 2026Scheduled Database MaintenanceHelp Scout will be unavailable for up to 2 hours during scheduled database maintenance on Saturday, September 12, 2026, starting at 9:00 AM Eastern. We will provide updates here if anything changes during the…2h 0mScheduled
Aug 31, 2026Mailbox countsInbox behavior (Conversation Counts, SLAs, Routing, and Sentiment issue) is stable across the board, so we're closing this out. Thank you for your patience while we worked on this one!3h 57mResolved
Aug 27, 2026Scheduled Database MaintenanceThe scheduled maintenance has been completed.1h 0mScheduled
Aug 18, 2026App Access IssuesInbox and AI Draft behavior is stable across the board, so we're closing this out. Thank you for your patience while we worked on this one!3h 12mResolved
Aug 14, 2026Beacon IssuesLive Chat behavior is stable across the board, so we're closing this out. Thank you for your patience while we worked on this one!1h 18mResolved
Aug 14, 2026Scheduled Database MaintenanceThe scheduled maintenance has been completed.1h 0mScheduled
Aug 13, 2026SLA issuesThe issue has been resolved and the SLA feature is now running smoothly. Thank you for your patience.1h 42mResolved
Aug 6, 2026Report LoadingEngineers have confirmed queues have drained and Reports behavior is stable across the board, so we're closing this out. Thank you for your patience while we worked on this one!1h 13mResolved
Jul 24, 2026Delays with Inbox counts, folders, reports and search resultsFolder counts and updates in your Inbox should be working as expected again! Thanks for your patience today folks, we're going to close this one out.1h 1mResolved
Jul 22, 2026Unscheduled Database MaintenanceThe maintenance has been completed. Global search and the Conversations public API are now fully up to date.55h 0mScheduled
Jul 14, 2026Docs ErrorsHelp Scout Docs is fully operational - we’re closing this out. Thank you for your patience while we worked on this one!6h 43mResolved
Jul 9, 2026App Access IssuesAccess issues have been fully resolved, and this incident is now closed. Sorry for any inconvenience this caused, and thank you for your patience.2h 16mResolved
Jul 6, 2026Automatic Workflows not runningBetween ~05:06–12:46 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…3h 55mResolved
Jun 30, 2026Delays with report exportsThis incident has been resolved. Report exports are processing normally again. If you continue to experience issues, please email us at help@helpscout.com, and we'll investigate. Thank you for your patience today.3h 7mResolved
Jun 17, 2026Global Search SlownessThis issue has been resolved. Global search and tag management are performing normally again. We're sorry for the disruption this caused. If you're still experiencing issues, please email help@helpscout.com, and we'd be…22h 59mResolved
Jun 12, 2026Scheduled Database MaintenanceThe scheduled maintenance has been completed.1h 0mScheduled
May 29, 2026Scheduled Database MaintenanceThe scheduled maintenance has been completed.1h 0mScheduled
May 16, 2026Scheduled Database MaintenanceThe scheduled maintenance has been completed. AI Drafts and AI Answers are fully operational.1h 0mScheduled
May 8, 2026Inbound Email Delay and Sluggish Behavior Across Help ScoutAlright folks, all services are stable so we're closing this out. Thanks for your patience and apologies for the disruption today!1h 21mResolved
May 6, 2026Docs and AI Answers IssuesResolved - The loading issues with AI Answers and Docs have been resolved, so we're closing this out. Sorry for the interruption today, folks!1h 47mResolved
May 2, 2026Scheduled Database MaintenanceThe scheduled maintenance has been completed. All services are operational.1h 0mScheduled
May 1, 2026Scheduled Database MaintenanceThe scheduled maintenance has been completed.1h 0mScheduled
Apr 27, 2026Connection IssuesOur 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.10 minResolved
Apr 25, 2026Scheduled Database MaintenanceThe scheduled maintenance has been completed early — AI Drafts is fully available.1h 0mScheduled
Apr 21, 2026AI Feature IssueThanks for your patience today folks. This issue has been resolved an all AI features should be functioning normally again. Apologies for the disruption!2h 10mResolved
Apr 20, 2026Connection IssuesThe team has confirmed that the access issues have been fully resolved, and this incident is now closed. Thank you again for your patience!11 minResolved
Apr 14, 2026AI Drafts: Intermittent issues generating AI DraftsOur team found and resolved the issue, and AI Drafts are generating drafts again. Thanks for bearing with us today, folks!39 minResolved
Apr 13, 2026Reporting Views Displaying Inconsistent MetricsOur 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!1h 36mResolved
Apr 8, 2026Inbound Email IssuesIt 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…6h 30mResolved
Mar 25, 2026Outbound Email and Draft Creation IssuesResolved - Our team has identified and resolved the issue. Outbound emails are being delivered again. Sorry for the trouble today, everyone.12 minResolved
Mar 21, 2026Folder and View IssuesWe 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…23h 41mResolved
Mar 20, 2026Docs ErrorsHelp Scout Docs and AI Answers are fully operational - we’re closing this out. Thank you for your patience while we worked on this one!1h 11mResolved
Mar 19, 2026Drafts Not Loading ProperlyOur 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!47 minResolved
Mar 12, 2026Closed Folder IssuesOur 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…23 minResolved
Mar 11, 2026Sidebar Apps loading intermittentlyWe've monitored the fix we implemented and sidebar apps are now loading. Thanks for your patience as we investigated and fixed this issue.30 minResolved
Mar 11, 2026Sidebar Apps not loadingAfter 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!1h 24mResolved
Mar 7, 2026Scheduled Database MaintenanceThe scheduled maintenance has been completed.1h 0mScheduled
Mar 6, 2026Connections IssuesHelp 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.3h 48mResolved
Mar 2, 2026Connections IssuesPerformance is stable across the board, so we're closing this out. We'll continue to monitor all services over the next few hours.53 minResolved
Feb 26, 2026Connections IssuesWe investigated reports of slow page loads and timeouts when accessing the web app. Our team has identified and resolved the issue. Performance is now stable, and we'll continue to monitor all services over the next…-71 minResolved
Feb 26, 2026Connections IssuesOur team has identified and resolved the issue, and performance is now stable across the board; therefore, we're closing this out. We'll continue to monitor all services over the next few hours. Thank you for your…7 minResolved
Feb 19, 2026Inboxes Not Currently Loading For Some UsersOur team identified and fixed this issue and all pages across the app should be loading normally now. Apologies for the disruption today, folks!28 minResolved
Feb 6, 2026Scheduled Database MaintenanceThe scheduled maintenance has been completed.1h 0mScheduled
Feb 4, 2026Scheduled Database MaintenanceThe scheduled maintenance has been completed.1h 0mScheduled
Jan 29, 2026Scheduled Database MaintenanceThe scheduled maintenance has been completed.30 minScheduled
Jan 24, 2026Scheduled Database MaintenanceThe scheduled maintenance has been completed and all Docs services are back to normal.1h 0mScheduled
Jan 24, 2026Scheduled Database MaintenanceThe scheduled maintenance has been completed.1h 0mScheduled
Jan 22, 2026Outlook OutageMicrosoft have confirmed that all products are operational. This means emails from Outlook being forwarded into Help Scout and Microsoft's servers for outgoing mail (using custom SMTP) should now be working. If you're…9h 54mResolved
Jan 8, 2026Search and Page Load IssuesIssues with search and connectivity are now resolved - workflow folders, message counts/previews, search results, and page loads should be returning to normal. We'll publish a brief post-mortem in the next 48 hours once…0 minResolved
Dec 22, 2025Intermittent Docs Sites loading issuesOur team investigated and resolved an issue that prevented some of our customers' Docs sites from loading. All sites should now be loading as expected. If you're still experiencing issues, please contact our support…0 minResolved
Dec 20, 2025Docs site not loadingDocs is back to fully operational.1h 19mResolved
Dec 11, 2025Connections IssuesOur team has resolved the issue, and performance is now stable across the board; therefore, we're closing this out. We'll continue to monitor all services over the next few hours. Thank you for your patience while we…59 minResolved
Dec 10, 2025Email DelaysThe email backlog has been processed, and the issue is now fully resolved. Inbound email should be back to normal, so we're closing this one out. Apologies for the trouble!1h 52mResolved
Nov 19, 2025Scheduled Database MaintenanceThe scheduled maintenance has been completed.1h 0mScheduled
Nov 14, 2025Temporary Outage and Slow Loading across Help ScoutOur team has resolved the issue that caused a temporary outage which impacted all areas of Help Scout from 2:10pm - 2:22p ET. The app should now be fully functional again. Apologies for the disruption today, folks!8 minResolved
Nov 8, 2025Scheduled Database MaintenanceThe scheduled maintenance has been completed ahead of schedule, Docs is fully operational at this time.1h 0mScheduled

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How to Read This Help Scout Incident Log

Each row is an incident PulsAPI observed, not a summary written afterwards. The duration is wall-clock time between the first failing check and the first clean one, so it includes the window before Help Scout acknowledged anything. Vendor post-mortems typically measure from acknowledgement, which is why their numbers are usually shorter.

Incidents still open have no duration yet and are listed as ongoing rather than being given a running total. The archive covers the last 365 days; anything older has aged out of the window rather than never having happened.

The longest single Help Scout outage in this window ran 2d 7h, against a mean recovery of 3h 18m. If you depend on Help Scout in a customer-facing path, the longest figure is the one to design around. The mean is what happens on a normal bad day; the maximum is what happens on the worst one.