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Is there an Help Scout outage?

Help Scout status: Systems Active

Last checked: 8 minutes 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: Jan. 9, 2024, 3:57 p.m.
    Status: Resolved
    Update: Performance is stable across the board and we're closing out this incident. Emails are processing messages in a timely manner as expected. Sorry for the trouble today, and please get in touch if you notice any continued problems.
  • Time: Jan. 9, 2024, 3:22 p.m.
    Status: Monitoring
    Update: We're continuing to clear the backlog of emails, all of which should be landing in your inboxes within the next half hour. We'll close this out when the backlog is clear. Thanks for your patience today.
  • Time: Jan. 9, 2024, 2:56 p.m.
    Status: Identified
    Update: We've identified the cause of the issue and are now clearing the backlog of messages to be delivered. We'll update again when the issue has been resolved.
  • Time: Jan. 9, 2024, 2:47 p.m.
    Status: Investigating
    Update: We are continuing to investigate the disruption to inbound email delivery. More updates as we have them, and apologies for the delays.
  • Time: Jan. 9, 2024, 2:14 p.m.
    Status: Investigating
    Update: We're investigating a problem with email delivery. Your Help Scout mailbox might be slow to update with new messages and replies until we're in the clear. We'll post more information here as we have it.

Updates:

  • Time: Jan. 2, 2024, 12:21 p.m.
    Status: Resolved
    Update: We’re closing this out now that we’ve remediated the issue with attachments upon arrival, sorry for the trouble today! New emails are being processed as expected, and we’re working to figure out a path forward for emails received during this period that still show issues with attachments and the “Show Original” thread option. Impacted customers may hear from us as we continue to investigate the next steps to resolve outstanding attachment issues, but do reach out in the meantime if you have questions on this front.
  • Time: Jan. 2, 2024, 11:57 a.m.
    Status: Monitoring
    Update: Our team identified the root cause of the issue impacting incoming emails and has implemented a fix. This fix also resolves issues with new incoming attachments. We're currently investigating to see if previously affected attachments can be downloaded, and we will update this incident when we have more to share.
  • Time: Jan. 2, 2024, 11:30 a.m.
    Status: Investigating
    Update: We’re looking into issues downloading and viewing attachments, and a delay with inbound emails. We'll update here when we have more information.

Updates:

  • Time: Dec. 26, 2023, 8:25 p.m.
    Status: Resolved
    Update: The fix we implemented is stable, and so we're closing out this incident. You should now be able to view attachments on conversations in the web app, as well as send replies with attachments both via Mailbox API and via the web app. Sorry for the trouble today, and please get in touch if you notice any continued problems.
  • Time: Dec. 26, 2023, 8:08 p.m.
    Status: Monitoring
    Update: Our team identified the root cause of the issue impacting attachments and implemented a fix. We're currently monitoring to ensure the issue is resolved and will close out this incident when we've confirmed the resolution is stable.
  • Time: Dec. 26, 2023, 7:54 p.m.
    Status: Investigating
    Update: As of 12:40PM ET, we’ve been alerted to a problem with attachments: viewing attachments in-app, and creating replies with attachments via Mailbox API and via the web app. Our team is currently investigating the issue and we'll provide an update as soon as possible.

Updates:

  • Time: Dec. 13, 2023, 6:31 p.m.
    Status: Resolved
    Update: An update was rolled out that stopped AI Drafts from being created in some Help Scout mailboxes. This update has been reverted and AI Drafts are now operational.

Updates:

  • Time: Dec. 8, 2023, 12:11 a.m.
    Status: Resolved
    Update: Mailbox counts, folders, and search results are now operational. Thanks for bearing with us today!
  • Time: Dec. 8, 2023, 12:05 a.m.
    Status: Monitoring
    Update: The fix was successful and we're continuing to monitor. Your folders should be returning to normal soon.
  • Time: Dec. 7, 2023, 11:54 p.m.
    Status: Identified
    Update: The root of the issue has been identified and our engineers are working on a fix now.
  • Time: Dec. 7, 2023, 11:29 p.m.
    Status: Investigating
    Update: We're looking into reports of folders loading slowly. Some customers may notice delays in folder counts updating, search results, or conversations moving between folders. We'll update here when we have more information.

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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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