10:25am EST- At roughly 11pm EST last night, we started seeing customer reports that secure.helpscout.net was being blocked as a phishing site by the browser. After thorough investigation, we discovered a false positive report that was submitted to the OpenDNS website PhishTank.com. Since this is a block happening at the browser level and our systems are running normally, none of our monitoring has been helpful in alerting the dev team to the problem.
This issue is only visible to a small group of customers, but if you see it, you can bypass it by temporarily disabling phishing protection. Google Chrome users can do so by following the instructions in this link.
Firefox users can temporarily disable phishing protection by opening your preferences screen, clicking on the Security tab, and unchecking the boxes that say, "Block reported attack sites" and "Block reported web forgeries". Reload secure.helpscout.net in your browser at that time and you should be able to access Help Scout.
We are currently pursuing every possible channel to contact OpenDNS and have this block removed. It's deeply concerning that one organization can have such power over our service and we will pursue every avenue to prevent this from happening again.
12:45pm EST- The OpenDNS block has been removed and all customers should be set now. Sorry again for the trouble! We're now working with OpenDNS to see how we can prevent this from happening again and have lots of good ideas. Thanks for your patience.
5/16 - The good folks at OpenDNS have whitelisted our domain so that we don't run into this situation again.