# Help Scout change history

Filter: kind=all. Query: `?kind=notable|all|pages|pricing|trust|legal|incident|incident_edit|incident_deleted|incident_update&history=<history_id>&page=N`. Company profile: [Help Scout](https://rewindex.com/company/help-scout.md)
## Changes by kind

| Kind | Changes | Notable | Latest (UTC) |
| --- | --- | --- | --- |
| Major incident | 8 | 8 | 2026-07-14 12:17 UTC |

## Timeline

| When (UTC) | Kind | Change | Label | Summary |
| --- | --- | --- | --- | --- |
| 2026-07-14 12:17 UTC | Major incident | [Major incident: Docs Errors](https://rewindex.com/change/i66b4a2a5a6847e.md) | outage | Help Scout reported a major incident affecting Docs Sites and Web App: Docs sites failed to load, with intermittent loading issues continuing after an initial recovery. The incident started at 2026-07-14 12:17 UTC and was resolved at 2026-07-14 19:00 UTC, lasting 6 h 43 min; Help Scout confirmed Docs was fully operational. |
| 2026-04-20 14:52 UTC | Major incident | [Critical incident: Connection Issues](https://rewindex.com/change/i184f6ec5ba4b8a.md) | outage | Help Scout reported critical intermittent access issues affecting its Web App starting at 2026-04-20 14:52 UTC. Access was fully restored and the incident closed at 2026-04-20 15:04 UTC; the reported duration was 11 min. |
| 2026-02-26 12:21 UTC | Major incident | [Major incident: Connections Issues](https://rewindex.com/change/i11f90ab74c60b0.md) | degradation | 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. |
| 2025-12-20 21:24 UTC | Major incident | [Critical incident: Docs site not loading](https://rewindex.com/change/i517c5f79f693bb.md) | outage | Help Scout’s Docs Sites failed to load in a critical outage starting 2025-12-20 21:24 UTC. Sites were loading again by 2025-12-20 21:59 UTC, and the incident was resolved at 2025-12-20 22:43 UTC, lasting 1 h 19 min. |
| 2025-12-11 12:06 UTC | Major incident | [Major incident: Connections Issues](https://rewindex.com/change/i064a19f8d2102c.md) | outage | Help Scout reported a major connection incident affecting Beacon, Docs Sites and Web App, with slow page loads and timeouts reported in the web app. It started at 2025-12-11 12:06 UTC, lasted 59 min, and was resolved at 2025-12-11 13:06 UTC; performance was stable, but the identified root cause was not disclosed. |
| 2025-11-14 19:27 UTC | Major incident | [Major incident: Temporary Outage and Slow Loading across Help Scout](https://rewindex.com/change/i6509f801776886.md) | outage | 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. |
| 2025-10-20 09:50 UTC | Major incident | [Major incident: Connections Issues](https://rewindex.com/change/idecdb2a64fbe65.md) | outage | Help Scout reported a major Web App connectivity outage starting 2025-10-20 09:50 UTC, lasting 2 h 46 min and resolved at 2025-10-20 12:37 UTC. The vendor attributed the disruption to a cloud infrastructure provider and confirmed normal platform performance after the provider’s disruption was fully resolved. |
| 2025-07-29 15:48 UTC | Major incident | [Major incident: Web App Performance Issues](https://rewindex.com/change/i8873aa2aec7287.md) | outage | Help Scout reported a major incident affecting attachment uploads/downloads, Beacon Live Chats and Contact Forms, and inbound email delivery. It started at 2025-07-29 15:48 UTC and was resolved at 2025-07-29 17:07 UTC, lasting 1 h 18 min; attachment and Beacon errors cleared, and all inbound emails were received. |


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Canonical: https://rewindex.com/company/help-scout/changes · Markdown: https://rewindex.com/company/help-scout/changes.md · JSON: https://rewindex.com/api/v1/companies/help-scout/changes · Generated 2026-10-18T01:29:29.315Z