# Help Scout: Search and Folder Issues

> Help Scout status incident “Search and Folder Issues” on 2017-12-20: impact minor (vendor’s label), 2.5 h, 1 update(s). Archived by Rewindex.

Canonical: https://rewindex.com/company/help-scout/incidents/6mprq8qrn59l
Last updated: 2017-12-20T23:40:00Z

- Impact (vendor’s label): minor
- Status: resolved
- Started: 2017-12-20 21:11 UTC · Resolved: 2017-12-20 23:40 UTC · Duration: 2.5 h
- Updates: 1
- [Vendor status page: https://status.helpscout.com/incidents/6mprq8qrn59l](https://status.helpscout.com/incidents/6mprq8qrn59l)
- [Company: Help Scout](https://rewindex.com/company/help-scout.md)

## Timeline of updates

- **resolved** 2017-12-20 23:40 UTC: We're starting the re-queue process for all customer accounts, for all conversation updates that took place between 2:40PM EST and 5:00PM EST. Over the next few hours, you'll start to see your Closed folder, search results, and reporting drill downs populate with conversation updates from earlier in the day. Additionally, workflows that did not fire right away due to the search delay will fire soon, just a bit later than we'd like. Tags are the final piece of the puzzle. If you visit the Tags management page, and you're not seeing newly created tags, those tags will populate once the data backlog has cleared. Again, to be clear, no data was lost during this event. All customer emails were sent and delivered, except for delayed Workflow emails, as mentioned above. There's nothing you need to do in Help Scout (or outside of Help Scout) during the re-queue process. You can keep working as usual! We're very sorry for the trouble this caused today. We've already made some quick changes to prevent this from happening again, but we'll publish a post-mortem in the next 24 hours with details as to what happened, and why.

_From the vendor’s published history: only the final update text is available for incidents before Rewindex began polling this page._

## Cite this

Status incident (vendor impact label: minor) posted by Help Scout, started 2017-12-20 21:11 UTC, resolved after 2.5 h, 1 update(s).

- Canonical URL: https://rewindex.com/company/help-scout/incidents/6mprq8qrn59l
- Citation: Help Scout, “Search and Folder Issues” (2017-12-20 21:11 UTC). Archived by Rewindex: https://rewindex.com/company/help-scout/incidents/6mprq8qrn59l (CC BY 4.0).
- Markdown link: `[Help Scout: Search and Folder Issues (2017-12-20)](https://rewindex.com/company/help-scout/incidents/6mprq8qrn59l)`


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Canonical: https://rewindex.com/company/help-scout/incidents/6mprq8qrn59l · Markdown: https://rewindex.com/company/help-scout/incidents/6mprq8qrn59l.md · JSON: https://rewindex.com/api/v1/companies/help-scout/incidents/6mprq8qrn59l · Data licensed CC BY 4.0 (https://creativecommons.org/licenses/by/4.0/) · Generated 2026-11-04T14:23:46.556Z