On October 2 at roughly 12:30pm EST, the dev team dealt with a routine mail server issue and did a restart. After the restart, they run a script to re-queue incoming emails that were not processed. A single line in the script was out of date, and as a result put messages on the correct queue AND on another queue by mistake. That queue sent roughly 1,500 emails to end customers with an "Unable to process your update" subject line.
The "Unable to process your update" email is automated and only sent to Help Scout Users when a problem has been detected with email integration. In this case, it went out to end customers and was a terrible mistake on our side.
No data was compromised as a result of this issue. The automated email contains no sensitive information. You can see what the email looks like here- http://d.hlp.sc/12xN9. Our dev team is currently adding more automation to this process so the mistake cannot happen again. If this impacted you or your customers, we sincerely apologize for any trouble or confusion caused.