Freshdesk Outage History

Freshdesk experienced an issue with outgoing emails for custom mail servers that prevented email delivery for affected mailboxes. The service disruption lasted 20 minutes while the team worked to resolve the problem. The issue has been addressed and email functionality for custom mailboxes has been restored.

Freshdesk experienced a partial outage lasting 32 minutes due to network performance issues with a third-party service provider. The incident affected multiple core components including reports, ticket service requests, bots, search functionality, workflows, incoming emails, and the web application. The engineering team worked with the third-party provider to resolve the network performance issues.

Freshdesk experienced intermittent network performance issues caused by a third-party service provider that affected multiple components including Fresh Bots, Marketplace, Web App, Reports, Fresh Caller, and other core features. The engineering team worked with the provider to investigate and resolve the degradation. The incident lasted 11.3 hours and was classified as minor impact.

Freshdesk's AI agent bot experienced failures due to a third-party service provider issue, causing bot malfunctions and conversations to be incorrectly assigned to human agents instead. The incident affected the FRESH BOTS component for 17.3 hours. The issue was resolved through collaboration with the third-party provider.

Freshdesk experienced a minor service incident where customers were unable to sign up and connect new WhatsApp numbers due to a disruption in Meta's third-party service. Existing WhatsApp integrations and conversations remained unaffected throughout the 4.9-hour outage. The issue was resolved after teams monitored the situation until the third-party service was restored.

Freshdesk experienced a performance degradation affecting workflow functionality, where SLA reminder notifications, SLA breach notifications, and some quick automation features failed to trigger as expected. The incident lasted 20 minutes before the team identified the source and restored full functionality.

Freshdesk experienced an issue with email-to-ticket conversion functionality in the US region, preventing emails from being automatically converted into support tickets. The service disruption was classified as minor and lasted 6.2 hours. The technical team worked to resolve the problem and restore normal email processing functionality.

Freshdesk experienced an issue affecting customer portal access for a small subset of customers using custom domains. The default Freshdesk URLs continued to work normally during the incident. The issue was resolved after 28 minutes of investigation and remediation by the engineering team.

Freshdesk experienced degraded performance when loading contacts, affecting a subset of users for 15 minutes. The service team actively investigated and resolved the issue. This was classified as a minor incident with limited user impact.

Freshdesk experienced a partial service outage affecting background workers, which disrupted workflow functionality and ticket service requests. The incident was classified as minor and lasted approximately 1.1 hours. The service team actively investigated and resolved the underlying issues with the background worker systems.