# Help Scout: Major incident: Temporary Outage and Slow Loading across Help Scout

**Summary:** Help Scout reported a major partial outage and slow loading affecting all areas of the service, including the Web App, starting at 2025-11-14 19:27 UTC. The incident lasted 8 min and was resolved at 2025-11-14 19:35 UTC, when Help Scout said the app was fully functional again. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2025-11-14 19:27 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/qp2xz91y4qbl](https://stspg.io/qp2xz91y4qbl)
- [Company: Help Scout](https://rewindex.com/company/help-scout.md)
- Versions: before (none: first archived) → after incident\_version:330/7tnby8q9t89n@fe2bdf40ea1a
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Temporary Outage and Slow Loading across Help Scout
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2025-11-14 19:27 UTC
```

**5. Added: Resolved time**

```diff
+ 2025-11-14 19:35 UTC
```

**6. Added: Affected components**

```diff
+ Web App
```

**7. Added: Update** (identified) · 2025-11-14 19:27 UTC

```diff
+ We've identified the cause of the issues causing a partial outage and sluggish behavior across Help Scout this morning and are working on implementing a solution. We'll keep you informed on our progress -- thanks for your patience.
```

**8. Added: Update** (resolved) · 2025-11-14 19:35 UTC

```diff
+ Our team has resolved the issue that caused a temporary outage which impacted all areas of Help Scout from 2:10pm - 2:22p ET. The app should now be fully functional again. Apologies for the disruption today, folks!
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2025-11-14 19:27 UTC | Major incident: Temporary Outage and Slow Loading across Help Scout (this change) | outage |

All Help Scout changes: [timeline](https://rewindex.com/company/help-scout/changes.md)
_Diff excerpts are shown on normalized text: dates, counters and tokens appear as ‹date›, ‹count›, ‹tok›; noise-only edits are hidden. Rewindex shows the changed passages, not a copy of the page._


---
Canonical: https://rewindex.com/change/i6509f801776886 · Markdown: https://rewindex.com/change/i6509f801776886.md · JSON: https://rewindex.com/api/v1/changes/i6509f801776886 · Generated 2026-10-18T05:16:00.741Z