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
Help Desk API   Operational
Docs API   Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Scheduled Maintenance
Database Maintenance Oct 28, 09:00-10:00 EDT
From 9:00am to 10am EDT on Saturday, October 28th, we'll be performing database maintenance on Help Scout. We don't expect to use the full hour, but we're blocking it out just in case.

During this time, Docs will be unavailable from the web app. This means that you'll be unable to update site settings, create or edit articles, or search for Docs using the Docs search bar when replying to conversations. Additionally, if accessing or updating Docs via the API, Docs will be read-only during the maintenance period. Docs sites, as well as Beacon, will be online and working normally. All other mailbox functions and help desk features will work normally as well.

We'll update this post as we make progress during the maintenance window.
Posted on Oct 23, 15:37 EDT
System Metrics Month Week Day
Web App Response Time
Fetching
Docs Sites Response Time
Fetching
Help Desk API
Fetching
Past Incidents
Oct 23, 2017
Resolved - Performance is stable across the board, so we're closing this out. Email queues are empty and processing messages in a timely manner, as expected. We'll continue to monitor all services over the next few hours. We have a hunch about what caused today's downtime. We'll publish a post-mortem in the next 24 hours with a more complete description of what happened.
Oct 23, 13:31 EDT
Update - We're still battling a few things with the database and our message queues. It's possible that performance will take a hit again over the next few minutes.
Oct 23, 13:12 EDT
Update - Web-app performance is back to normal, and all services are stable at the moment. Folder counts, workflows, and search are still catching-up. It's going to take us some time to work through the email backlog. As we start to clear the message queues, you may receive large groups of email (including email notifications) all at once over the next half-hour or so. We'll continue to provide updates as we make progress.
Oct 23, 12:55 EDT
Monitoring - The web-app is back online, though page loads might be slow as we continue to recover. The help desk API, Docs API, Docs sites, and mobile apps are also back online. Workflows, inbound and outbound email, folder counts, search, and reports will be delayed until we're in the clear.
Oct 23, 12:43 EDT
Update - We're making progress, but it might be a bit longer before we're able to bring all services back online. We're very sorry for the downtime today, we know this hits hard on a Monday morning.
Oct 23, 12:39 EDT
Update - We're still working to narrow down a root cause of the outages and restore services. It's worth mentioning that during this time, inbound and outbound email is queued and delayed. All messages will be delivered as normal once we're back online.
Oct 23, 12:12 EDT
Update - We're working as quickly as possible to restore services. We'll continue to update here as we make progress.
Oct 23, 11:51 EDT
Investigating - Help Scout is currently unavailable. We're investigating.
Oct 23, 11:46 EDT
Oct 22, 2017
Resolved - We're good to go. Our search services are up and running normally. Folder contents are now up-to-date, so if you were searching for recently Closed conversations and not having any luck, give it another try. We're closing this out, but will continue to monitor performance over the next few hours.
Oct 22, 02:38 EDT
Identified - We're currently working through a few issues with our search indexers. Folder views may be very slow to update, or not update at all until we're in the clear. In-app search, as well as reporting drill downs are also affected.
Oct 22, 02:16 EDT
Oct 21, 2017

No incidents reported.

Oct 20, 2017

No incidents reported.

Oct 19, 2017

No incidents reported.

Oct 18, 2017

No incidents reported.

Oct 17, 2017

No incidents reported.

Oct 16, 2017

No incidents reported.

Oct 15, 2017

No incidents reported.

Oct 14, 2017

No incidents reported.

Oct 13, 2017

No incidents reported.

Oct 12, 2017

No incidents reported.

Oct 11, 2017

No incidents reported.

Oct 10, 2017

No incidents reported.

Oct 9, 2017

No incidents reported.