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96.5%of 57 verified observed days had no reported provider issue
90-Day Trend
Dashed calendar markers below identify legacy observations whose source-at-observation was not recorded.
Monthly Status Summary
Month
Issue-free days
Days Tracked
Days with issues
September 2026
96.6%
29
1
This percentage summarizes normalized provider-status observations by calendar day. It is not duration-based, component-weighted, or contractual uptime. See the methodology and limitations.
Recorded Daily Status (Last 91 Days)
Jul 23Today
Legacy observation Operational Degraded Partial Outage Major Outage Maintenance No Data
Our Team identified a backend issue impacting Views and folder counts. A fix is now in place and Inbox will take some time to normalize. Conversations should start to move into the correct views as we work through the backlog. We will continue monitoring.
A fix is in place for the SLAs, Routing, and Sentiment issues. We have been alerted to continuing issues around conversation counts not updating accurately. Our Engineering Team is monitoring these issues and identifying whether an additional fix is needed. We will continue to keep you updated on our progress.
monitoring
A fix is now in place for the Inbox issues affecting folder/view counts, routing, SLAs, sentiment. While there is a backlog of data being processed, you should start to see issues resolve. Our Engineering Team is continuing to monitor the situation.
identified
We are currently seeing some issues with conversation counts and inbox views not refreshing accurately. You may also see routing, SLAs, and sentiment impacts. Our Engineering Team has identified the root cause and they're currently working to bring them back online.
Legacy Incident Archive
23 archived records restored. These records predate source-at-observation attestation. They are shown as historical ServiceAlert records only and do not establish a provider-reported incident, resolution, duration, or current active state.
August 2026
App Access Issues
minorSource not attested
Last archived state: resolved
View archived record details
Web AppAI Drafts
monitoring
A fix is now in place, and there should no longer be any issues. Our Engineering Team is continuing to monitor the situation.
investigating
We’re currently investigating reports of customers running into errors in the Inbox and while using AI Drafts. We will continue to update as we have more information.
Beacon Issues
minorSource not attested
Last archived state: resolved
View archived record details
monitoring
A fix is now in place, and Live Chat behavior is normalizing. Our Engineering Team is continuing to monitor the situation.
investigating
We’re currently investigating reports of issues with slow behavior and loading in Live Chat. We will continue to update as we have more information.
SLA issues
minorSource not attested
Last archived state: resolved
View archived record details
identified
Our Engineering team has identified the cause of the issue and are working on a resolution.
investigating
We are continuing to investigate this issue.
investigating
We're looking into reports of errors with the SLA feature and our team is investigating.
Report Loading
minorSource not attested
Last archived state: resolved
View archived record details
monitoring
Our Engineering Team has identified the root cause of delayed/inaccurate reports and a fix is in place. However, there is a backlog of reports that needs to process before things are fully caught up. Reports will take some time to normalize - we will continue monitoring.
identified
Our Engineering Team has identified the root cause of the report loading issues and are working to bring them back online.
investigating
We’re currently investigating reports of issues with loading Reports. We will continue to update as we have more information.
July 2026
Delays with Inbox counts, folders, reports and search results
minorSource not attested
Last archived state: resolved
View archived record details
monitoring
We're still experiencing a bit of degraded performance around folder counts while the system continues to catch up. We appreciate your continued patience and will update you all just as soon as we've got this under control.
monitoring
Our team has implemented a fix for these issues impacting folder counts and Inbox performance. We're hoping to move this to Resolved soon, folks.
investigating
We’re currently investigating reports of issues with delayed Inbox folder counts, folders and search results. We will continue to update as we have more information.
Docs Errors
majorSource not attested
Last archived state: resolved
View archived record details
monitoring
Docs sites are once again back to loading, and our team is monitoring things at this time. We will provide another updat when things are fully resolved.
identified
Some Docs sites are still experiencing intermittent loading issues, and our team is actively working on a fix. We'll post an update as soon as we have more to share.
monitoring
Docs sites are back to loading, and our team is monitoring things at this time. We will update again when we're sure things are all resolved.
investigating
We are currently investigating an issue that is causing Help Scout Docs sites to not load. We will update here as soon as we have more information to share.
App Access Issues
minorSource not attested
Last archived state: resolved
View archived record details
monitoring
The issues accessing Help Scout have resolved. Our Engineering Team is continuing to monitor the situation and investigate the cause.
investigating
We’re currently investigating reports of customers having trouble accessing Help Scout. We will continue to update as we have more information.
Automatic Workflows not running
minorSource not attested
Last archived state: resolved
View archived record details
monitoring
The root cause has been discovered and fixed. New conversations are being processed correctly by automatic workflows. We're looking into the missed conversations that should have triggered workflows, and we'll post an update when we have more information. Thanks again for your patience and sorry for the disruption today.
investigating
We’re currently investigating an issue affecting Automatic Workflows. We'll post an update as soon as we have more to share. Thank you for your patience.
June 2026
Delays with report exports
minorSource not attested
Last archived state: resolved
View archived record details
monitoring
A fix is in place, and report exports are processing normally again. Exports that were delayed during the disruption are being cleared, and new requests are being delivered as expected.
We're continuing to monitor to ensure everything remains stable, and we'll post a final update once we've confirmed the issue is fully resolved.
identified
We've identified the cause of the report export delays, and our team is actively working on a fix. Report exports remain delayed while we work on this. We'll post another update as soon as the fix is in place. Thank you for your continued patience.
investigating
We’re currently investigating an issue affecting report exports. We'll post an update as soon as we have more to share. Thank you for your patience.
Global Search Slowness
minorSource not attested
Last archived state: resolved
View archived record details
identified
Our engineering team has made progress on the issue affecting global search: search results are recovering for affected customers. Tag management may still be affected for some customers; our team is working on a resolution. We'll post another update as soon as we have more.
identified
Our engineering team has resumed work on the issue affecting global search this morning. Some customers may continue to see slower-than-usual or incomplete search results while this is in progress. We'll share another update as soon as we have more.
identified
Our team continues to address the issue affecting global search and has scheduled further work for tomorrow morning (CET) during a low-traffic window. Some customers may experience intermittent search slowness until this is complete.
identified
Our team is continuing to work on the issue affecting global search. Some customers may still see slower-than-usual results in the meantime. We'll post another update as soon as we have more to share.
identified
Some customers may be seeing slower-than-usual results or occasional failures when using global search. We've identified the cause, and our engineering team is actively working on a fix. We'll post an update here as soon as the situation improves.
