- Level
- confirmed
- Worst impact
- Degraded
- Components
- Web App, Beacon, Mailbox counts, folders, reports, search results
- Down Index
- 26of 100
What to do
Check whether you use Help Scout Web App, Beacon, Mailbox counts, folders, reports, search results. Check your stack
Paste a package.json, lockfile, Terraform or a list of domains at down.guide/stack to see every provider you depend on.Confirm your retries, queues and scheduled jobs caught up after the 4h 10m it lasted.
Anything that failed between 2025-09-09 20:45 UTC and 2025-09-10 00:55 UTC may need a replay.Subscribe to Help Scout's feed to hear about the next one first. RSS feed
https://down.guide/feed?provider=help-scout works in Slack (/feed subscribe), Discord feed bots and any RSS reader.
Updates from Help Scout 5
- investigating
We are investigating an issue with Views not properly updating in Help Scout, which is causing conversations to not appear in matching views. We'll post more information here as we have updates. Thank you for your patience!
provider
- identified
Our team has identified the issue which has caused degraded performance across Views. We're still seeing delays, but we've identified the issue and we're working on a fix. We'll post an update when we've got more news to share.
provider
- identified
We are continuing to work on a fix for the issues with Views. Thanks for your understanding as we get everything working again today!
provider
- identified
We've identified and released a fix for issue that was affecting our app. The fix is now live and you should see normal performance returning over the next few hours as the fix fully takes effect. No action is needed on your end. We apologize for any inconvenience this may have caused and appreciate your patience while we fully resolve this issue.
provider
- resolved
Views and folders should now be updating as expected and show all matching conversations. Thank you for your patience today.
provider
Reports count in aggregate; nothing about you is shown.
Corrections
None so far.
Something wrong on this page? Report an error or send us a note. Every fix is listed here.
Questions about DWN-8cb0a03105
Is Help Scout still down?
No, this incident was resolved 2025-09-10 00:55 UTC. For Help Scout's live state, see https://down.guide/help-scout.
How long did it last?
4h 10m, from 2025-09-09 20:45 UTC to 2025-09-10 00:55 UTC, by the times Help Scout posted.
What was affected?
Help Scout named Web App, Beacon, Mailbox counts, folders, reports, search results.
What caused it?
Help Scout hasn't published a root cause. If it does, it shows here.
Where does this come from?
Help Scout's official status page, https://status.helpscout.com, quoted verbatim. down.guide's own probes, reports and social counts are labeled as ours.