Companies / Help Scout / incidents

Help Scout: Delays in Updating Views

Affected components: Web AppBeaconMailbox counts, folders, reports, search results

Timeline of updates

1. investigating2025-09-09 20:45 UTC

   We are investigating an issue with Views not properly updating in Help Scout, which is causing conversations to not appear in matching views. We'll post more information here as we have updates. Thank you for your patience!

2. identified2025-09-09 21:00 UTC

   Our team has identified the issue which has caused degraded performance across Views. We're still seeing delays, but we've identified the issue and we're working on a fix. We'll post an update when we've got more news to share.

3. identified2025-09-09 21:30 UTC

   We are continuing to work on a fix for the issues with Views. Thanks for your understanding as we get everything working again today!

4. identified2025-09-09 22:29 UTC

   We've identified and released a fix for issue that was affecting our app. The fix is now live and you should see normal performance returning over the next few hours as the fix fully takes effect. No action is needed on your end. We apologize for any inconvenience this may have caused and appreciate your patience while we fully resolve this issue.

5. resolved2025-09-10 00:55 UTC

   Views and folders should now be updating as expected and show all matching conversations. Thank you for your patience today.

Impact, status and times are the vendor’s own, as last archived. View on stspg.io (opens in new tab). Help Scout profile · Recent Help Scout incidents · Markdown · JSON