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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.
May 2026
Inbound Email Delay and Sluggish Behavior Across Help Scout
minorSource not attested
Last archived state: resolved
View archived record details
monitoring
In-app performance has recovered in Help Scout and any delayed inbound email should now be delivered. We're continuing to monitor this situation as our third-party provider is still experiencing degraded performance. We'll continue to monitor that situation and will post updates as they come.
identified
Due to an outage with one of our third-party service providers, inbound email delays and other sluggishness around the app may continue. We're closely monitoring updates from our provider and working to improve performance as quickly as possible.
investigating
We're looking into a few issues that are currently impacting performance around several areas of Help Scout. Things like inbound email, your Closed folder, other Workflows folders, message counts/previews, search results, and potentially page loads. We'll continue to update as we make progress! Thanks for your patience.
Docs and AI Answers Issues
minorSource not attested
Last archived state: resolved
View archived record details
monitoring
Our engineering team has released a fix, and Docs Sites and AI Answers are now loading again. Our team is monitoring this at the moment, and we will update again once we're sure everything is resolved.
investigating
We are currently investigating an issue that is impacting Help Scout Docs Sites and AI Answers in Beacon. We will update here as soon as we have more information to share.
April 2026
Connection Issues
minorSource not attested
Last archived state: resolved
View archived record details
investigating
We're currently investigating reports of slow page loads and timeouts when accessing the web app. We’ll share an update as soon as we have more information. Apologies for the disruption and thanks for your patience as we investigate.
AI Feature Issue
Source not attested
Last archived state: resolved
View archived record details
monitoring
Our AI features should all be functional again! We'll continue to monitor things for a bit longer just to make sure all is well before closing this one out.
monitoring
Our team has pushed a fix for this issue and we're monitoring the situation for now. We're hopeful that we can get things back to normal soon!
investigating
We’re currently investigating reports of issues with our AI Features. We will continue to update as we have more information.
Connection Issues
criticalSource not attested
Last archived state: resolved
View archived record details
identified
Our engineering team has identified intermittent access issues with the web app. We will update here once everything has been confirmed as resolved. Sorry for any inconvenience, and thank you for your patience.
AI Drafts: Intermittent issues generating AI Drafts
Source not attested
Last archived state: resolved
View archived record details
investigating
Investigating - We've received reports of AI Drafts not being able to generate drafts. We're looking into it, and we'll post updates here as we have them.
Reporting Views Displaying Inconsistent Metrics
minorSource not attested
Last archived state: resolved
View archived record details
investigating
Our team are still investigating issues with Reports. For now, you may see some inconsistent metrics as well as issues when creating/applying views to Reports. We'll post again as soon as we have more to share - thanks for your patience while we work on this!
investigating
Hey there folks, we're currently receiving reports of Reporting Views displaying inconsistent metrics. Our team is investigating and we'll be back with more updates soon!
Inbound Email Issues
minorSource not attested
Last archived state: resolved
View archived record details
identified
Just sharing another quick update, we're still monitoring this outage at Google. For now, some incoming emails may not be forwarded to Help Scout from from Gmail and Google Groups. We'll continue to post updates here until the issue has been resolved.
identified
We are still monitoring this ongoing outage with Google, which continues to impact emails forwarded to Help Scout in certain cases. As soon as we have confirmation from Google that this issue has been fully resolved, we'll post an update here. Thanks for your continued patience!
identified
We're continuing to monitor issues with inbound mail as a result of a current outage at Google, which seems to specifically impact certain emails forwarded from Google Workspace emails. We'll keep sharing updates on this as we get them from Google.
investigating
We’re still investigating issues with inbound emails for some accounts. This seems to be impacting emails forwarded from Google, specifically from Google Groups. We will continue to share updates as soon as we know more - thanks for your patience!
investigating
We’re currently investigating reports of inbound email issues. For some Inboxes, emails are not being forwarded from Gmail into Help Scout, starting from around 1pm UTC. We'll post again as soon as we have more to share.
March 2026
Outbound Email and Draft Creation Issues
Source not attested
Last archived state: resolved
View archived record details
investigating
We’re currently investigating reports of outbound email and draft creation issues. We will continue to update as we have more information.
Folder and View Issues
minorSource not attested
Last archived state: resolved
View archived record details
monitoring
A Fix has been implemented, and we are monitoring results. We will update again when the issue is resolved.
identified
We're still seeing delays, but we've identified the issue and we're working on a fix. We'll post a final update when services are back to normal.
investigating
We’re still investigating reports of issues with folders and views not displaying the correct conversations. We hope to have more information available soon.
investigating
We’re currently investigating reports of issues with Views and Folders. We will continue to update as we have more information.
