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Is there an Help Scout outage?

Help Scout status: Systems Active

Last checked: a minute ago

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Help Scout outages and incidents

Outage and incident data over the last 30 days for Help Scout.

There have been 1 outages or incidents for Help Scout in the last 30 days.

Severity Breakdown:

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Components and Services Monitored for Help Scout

Outlogger tracks the status of these components for Xero:

AI Drafts Active
Beacon Active
Docs Sites Active
Email Processing Active
Mailbox counts, folders, reports, search results Active
Marketing Site Active
Mobile Apps Active
Web App Active
Docs API Active
Mailbox API 2.0 Active
Component Status
AI Drafts Active
Beacon Active
Docs Sites Active
Email Processing Active
Mailbox counts, folders, reports, search results Active
Marketing Site Active
Mobile Apps Active
Web App Active
Active
Docs API Active
Mailbox API 2.0 Active

Latest Help Scout outages and incidents.

View the latest incidents for Help Scout and check for official updates:

Updates:

  • Time: March 31, 2024, 10:45 a.m.
    Status: Resolved
    Update: Docs connection issues have now been resolved - please reach out to Help Scout support if you are experiencing any further issues.
  • Time: March 31, 2024, 10:23 a.m.
    Status: Monitoring
    Update: We have identified the cause of the connection issue and have launched a fix. We are monitoring to ensure stability.
  • Time: March 31, 2024, 9:56 a.m.
    Status: Investigating
    Update: We’ve been alerted to a problem with Help Scout Docs - we’re investigating and will update once more information is available.

Updates:

  • Time: March 28, 2024, 1:16 a.m.
    Status: Resolved
    Update: The app is running smoothly and we're not seeing any more errors. Thanks again for your patience and apologies for the issues experienced today.
  • Time: March 28, 2024, 12:53 a.m.
    Status: Monitoring
    Update: Our engineering team has implemented a fix and we're currently monitoring the results. Users should notice an improvement in the performance of the app.
  • Time: March 28, 2024, 12:04 a.m.
    Status: Identified
    Update: The issue has been identified and our engineers are working on a resolution. This is affecting various functions and users may continue to experience a degraded performance across the app while the investigation is ongoing. Thank you for your patience.
  • Time: March 27, 2024, 11:26 p.m.
    Status: Investigating
    Update: We are continuing to investigate this issue and will provide more updates as we have them. Thank you for your patience!
  • Time: March 27, 2024, 10:50 p.m.
    Status: Investigating
    Update: Help Scout is experiencing some delays and our engineers are looking into it.

Updates:

  • Time: March 27, 2024, 5:34 p.m.
    Status: Resolved
    Update: Help Scout's performance should be returning to normal. Thanks for bearing with us today!
  • Time: March 27, 2024, 5:30 p.m.
    Status: Identified
    Update: Our engineers have identified the root of the problem and are mitigating it now.
  • Time: March 27, 2024, 5:22 p.m.
    Status: Investigating
    Update: We're looking into reports of delays across the app. Some customers may notice a long delay when attempting to send or receive emails. We'll update here when we have more information.

Updates:

  • Time: March 19, 2024, 10:47 p.m.
    Status: Resolved
    Update: Between 4:10pm and 5:30pm ET, we experienced an issue with Mailbox API that impacted authentication. As a result, you may have noticed Internal Server Error status codes during this window. We identified the root cause of the issue and implemented immediate fixes, though we'll also work to implement longer-term updates to prevent this from happening again.

Updates:

  • Time: March 6, 2024, 9:53 p.m.
    Status: Resolved
    Update: Today around 2:35pm ET, Help Scout's outbound email service experienced delays in sending, and while attempting to retry those emails, some duplicate emails were sent out. During this time, there were also issues with AI Draft generation, accessing and loading the app, and loading Docs sites. As of around 4:15pm ET, all services had been restored: outbound emails were processing as expected, AI Drafts starting generating, Docs sites were loading correctly, and the app performance was back to normal. We're sorry for the trouble today!
  • Time: March 6, 2024, 9:23 p.m.
    Status: Monitoring
    Update: We've implemented a fix for the aforementioned issues, and the following areas are restored and operational: outbound email processing, app performance (login issues and lags are resolved), loading Docs sites, and AI draft generation. We're monitoring the resolution to ensure its' success and will move this incident to Resolved as soon as we can.
  • Time: March 6, 2024, 8:49 p.m.
    Status: Identified
    Update: We’ve identified the issues and are actively working to resolve them. As of now, AI Drafts should begin generating and outbound emails should start sending. We’re still working to fully restore the outbound email service, and so we’ll post more details as we have them. We’re digging into the issues with loading Docs sites, and you may still notice lags in the app as we continue to resolve the issue. Thanks for your patience!
  • Time: March 6, 2024, 8:22 p.m.
    Status: Investigating
    Update: We are continuing to investigate this issue.
  • Time: March 6, 2024, 8:14 p.m.
    Status: Investigating
    Update: We are currently investigating an issue that's causing delays in outbound email processing, AI drafts not generating, and Docs sites' SSL errors. As a result of the outbound email delays, duplicate emails may be sending. We will update this issue as soon as we have updates to share.

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Frequently Asked Questions - Help Scout

Is there a Help Scout outage?
The current status of Help Scout is: Systems Active
Where can I find the official status page of Help Scout?
The official status page for Help Scout is here
How can I get notified if Help Scout is down or experiencing an outage?
To get notified of any status changes to Help Scout, simply sign up to OutLogger's free monitoring service. OutLogger checks the official status of Help Scout every few minutes and will notify you of any changes. You can veiw the status of all your cloud vendors in one dashboard. Sign up here
What does Help Scout do?
Help Scout provides a shared inbox, help center, and live chat software to efficiently manage customer communications for your team.

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