Changes / Help Scout / Connections Issues
Help Scout: Major incident: Connections Issues
Summary
Help Scout reported a major degradation causing slow page loads and timeouts in the web app, with Email Processing and mailbox counts, folders, reports, and search results listed as affected. It started at 2026-02-26 12:21 UTC and was resolved at 2026-02-26 12:29 UTC (reported duration: 7 min); performance was stable, with continued monitoring planned.
Machine-written from the diff below (Sol; type: incident degradation). Check the diff before relying on it.
Major incidentLabel: degradation (model (Jev), 84%)Changed Detected Source: stspg.io (opens in new tab)
What changed
Before: not present
After: Connections Issues
Before: not present
After: major
Before: not present
After: resolved
Before: not present
After: 2026-02-26 12:21 UTC
Before: not present
After: 2026-02-26 12:29 UTC
Before: not present
After: Email Processing, Mailbox counts, folders, reports, search results, Web App
Before: not present
After: We're currently investigating reports of slow page loads and timeouts when accessing the web app. We’ll share an update as soon as we have more information.
Before: not present
After: Our team has identified and resolved the issue, and performance is now stable across the board; therefore, we're closing this out. We'll continue to monitor all services over the next few hours. Thank you for your patience while we resolved this!
First version of this incident archived by Rewindex. View the live incident (opens in new tab).
History of this incident
| When (UTC) | Change | Kind |
|---|---|---|
| Major incident: Connections Issues (this change) Help Scout reported a major degradation causing slow page loads and timeouts in the web app, with Email Processing and mailbox counts, folders, reports, and search results listed as affected. It started at 2026-02-26 12:21 UTC and was resolved at 2026-02-26 12:29 UTC (reported duration: 7 min); performance was stable, with continued monitoring planned. | Major incident |
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