All Systems Operational

About This Site

All Help Scout systems are being actively monitored and any issues will be reported here. If you are having trouble and don't see updates here, please email help@helpscout.net or reach out on twitter.

Web App   Operational
Docs Sites   ? Operational
Beacon   ? Operational
Mailbox API 1.0   Operational
Mailbox API 2.0   Operational
Docs API   Operational
Live Chat   Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Web App Response Time
Fetching
Docs Sites Response Time
Fetching
Mailbox API 1.0
Fetching
Mailbox API 2.0
Fetching
Past Incidents
Sep 23, 2018

No incidents reported today.

Sep 22, 2018

No incidents reported.

Sep 21, 2018

No incidents reported.

Sep 20, 2018
Resolved - Starting around 10:00 AM EST, an update we pushed didn't go as planned, which caused some of our search services to fail. As a result, folders (Closed, Workflow folders) and search results were not showing updates as expected. As of this post, all search services are stable. New events and conversation updates are processing as they should be.

However, there's a large backlog of search events that we're processing now. Over the next few hours, you'll start to see your Closed folder, search results, and reporting drill downs populate with conversation updates from earlier in the day. Tags are the final piece of the puzzle. If you visit the Tags management page, and you're not seeing newly created tags, those tags will populate once the data backlog has cleared.

No data was lost while the search cluster was out of service. There's nothing you need to do in Help Scout (or outside of Help Scout) during the re-queue process. You can keep working as usual. Sorry for the trouble!
Sep 20, 17:36 EDT
Sep 19, 2018

No incidents reported.

Sep 18, 2018

No incidents reported.

Sep 17, 2018

No incidents reported.

Sep 16, 2018

No incidents reported.

Sep 15, 2018

No incidents reported.

Sep 14, 2018

No incidents reported.

Sep 13, 2018
Resolved - Email queues are just about empty, so we're closing this one out. Apologies for the trouble today!
Sep 13, 13:19 EDT
Update - The outbound queues are now slowly draining. You should start to see outbound replies being delivered over the next few minutes.
Sep 13, 13:16 EDT
Monitoring - Making progress! The code has been reverted and now we're working on getting the queues to drain. Will continue to update as they clear out.
Sep 13, 13:14 EDT
Identified - Outbound email is still delayed, we're working on reverting the code and getting the queues clear as quickly as possible.
Sep 13, 13:02 EDT
Investigating - We're investigating a problem with outbound email delivery, related to a recent code deployment. While messages are all queued up for delivery, outbound replies might be slow to send until we're in the clear. We'll post more information here as we have it.
Sep 13, 12:50 EDT
Sep 12, 2018

No incidents reported.

Sep 11, 2018

No incidents reported.

Sep 10, 2018

No incidents reported.

Sep 9, 2018

No incidents reported.