Is Help Scout Down?

No — Help Scout is up

Reachable from all 8 checked regions

Average response time: 172ms

Last checked 6 minutes ago · checks run every 6 hours

Official status page: https://status.helpscout.com

Help Scout uptime

100%

Last 7 days

100%

Last 30 days

100%

Last 90 days

260ms

Avg response, 30 days

Measured from multiple regions every 6 hours. Percentages count only checks that returned an availability answer — 55 days measured so far. A dash means that window does not yet hold enough measured days to publish a figure.

30-day history

55-day clean streak

Sep 13 Today

No downtime Partial Downtime Not measurable No data

Reachability by region

Each region runs its own request from a different part of the world. A service can be up for one continent and down for another, which is usually the first sign of a routing or CDN problem.

ams

317ms

DNS 149ms TCP 8ms TLS 30ms TTFB 272ms

arn

107ms

DNS 26ms TCP 1ms TLS 11ms TTFB 85ms

nrt

115ms

DNS 41ms TCP 2ms TLS 10ms TTFB 101ms

ord

154ms

DNS 32ms TCP 1ms TLS 23ms TTFB 122ms

sin

259ms

DNS 198ms TCP 1ms TLS 7ms TTFB 247ms

sjc

145ms

DNS 90ms TCP 1ms TLS 8ms TTFB 136ms

syd

85ms

DNS 18ms TCP 1ms TLS 6ms TTFB 77ms

yyz

197ms

DNS 31ms TCP 11ms TLS 34ms TTFB 149ms

What Help Scout does

Help Scout is a shared inbox and helpdesk: customer emails land in a mailbox several agents work from, with saved replies, workflows and reporting. It also runs Docs knowledge bases and Beacon, the in-app widget that surfaces help articles and starts conversations. Smaller companies commonly use it in place of heavier ticketing suites.

What an outage looks like

Agents find the web app slow or unable to load a mailbox, and conversation counts, folders, search and reports return stale or empty results. Incoming customer email is delayed rather than lost, so a quiet queue during an incident is usually a backlog forming. Beacon widgets fail to open on your site, and public Docs sites stop serving articles.

What to do about it

status.helpscout.com separates Web App, Email Processing, Beacon, Docs Sites, Docs API, Inbox API, Mobile Apps and the AI features, so match the symptom before escalating. Email Processing delays mean replies queue and deliver late; do not resend from another address, or customers receive duplicates. If Beacon is degraded, publish a direct support address on your site while it recovers.

Is it down for everyone, or just you?

If this page says Help Scout is up but it is not loading for you, the problem is between you and them. Run a check against any URL from up to 17 cities across three regions to find out where it breaks.

Test it yourself

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Help Scout outage FAQ

Our support queue went quiet. Did customers stop writing?

Check Email Processing first. That component is listed separately from the web app, and when it is delayed messages are accepted but not yet placed into mailboxes. The queue looks calm while a backlog builds behind it, then arrives all at once when processing catches up. Avoid making staffing decisions on volume measured during an incident.

Will we lose emails customers sent during the outage?

Loss is uncommon. Mail is normally accepted and queued, and delivery into mailboxes catches up once processing recovers. Watch for a burst of older-timestamped conversations arriving together, and answer the oldest first, since those customers have waited longest. If a sender received a bounce rather than silence, that message was rejected and does need sending again.

Beacon is not loading on our site. Is that us or Help Scout?

Beacon is its own component on the status page, so check there before auditing your site. If Beacon is degraded the widget will not open regardless of your installation. If the status page shows it healthy, look at whether the embed script is blocked by a content security policy, an ad blocker, or a recent front-end deploy.

Do the mobile apps work when the web app is down?

Sometimes. Mobile Apps and Web App are separate components and can differ, though both usually sit on the same backend, so a deep incident affects them together. Trying the mobile app is a quick test that costs nothing. If both fail in the same way, the problem is in the platform rather than in your browser or network.

How we measure this

We request Help Scout's public endpoint every 6 hours from Fly.io regions across six continents — the most recent check ran from 8 of them.
A region counts as down only when it gets no usable HTTP response. A 403 or 429 means the origin answered and refused us, which we report as blocked, never as an outage.
A single failing region is treated as probe noise. We only change the verdict when two consecutive cycles agree.
Response times average only the regions that actually served the page, so a timeout never inflates the number.
Where Help Scout publishes an official status feed we read it too. An all-clear from the vendor can soften an unconfirmed degradation; a vendor-declared outage only worsens our verdict when our own checks corroborate it.

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