Companies / Help Scout / incidents
Help Scout: Connections Issues
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.
Machine-written from the archived incident (Sol). Check the timeline before relying on it.
Affected components: Web App
Timeline of updates
- identified
We’ve identified the connectivity issues affecting our app as stemming from a disruption with one of our cloud infrastructure providers. Our team is monitoring their recovery closely. We’ll share an update as soon as we know more.
- monitoring
Our infrastructure provider is reporting significant recovery, and most Help Scout services are now operating normally. We'll continue to monitor the situation and will share an update as soon as possible.
- resolved
The earlier disruption with one of our cloud providers has been fully resolved. Help Scout services are stable, and we’ve confirmed normal performance across the platform. We’ll continue routine monitoring, but no further impact is expected. Thanks for your patience while this issue was resolved.
Rewindex changes for this incident
- Major incident: Connections Issues 2025-10-20 09:50 UTC
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