FreshService Outage History

FreshService experienced an issue with outgoing emails for custom mail servers that lasted 20 minutes. The problem affected email delivery functionality for users with custom mailbox configurations. The technical team actively worked on and resolved the issue.

FreshService experienced a partial outage for 32 minutes due to network performance issues with a third-party service provider. The incident affected nearly all platform components including ticketing, email, mobile apps, dashboards, automation, and authentication systems. The engineering team worked with the provider to resolve the network issues and restore service.

FreshService experienced performance degradation with their Self-service portal, where the Service Bot integrated with Microsoft Teams was not responding properly and returning errors during user interactions. The issue affected the Self-service portal functionality for 4 hours while teams worked to investigate and restore full service. The incident was classified as minor severity and has been resolved.

FreshService experienced intermittent network performance issues caused by a third-party service provider that affected nearly all platform components including ticketing, email, authentication, mobile apps, and reporting systems. The engineering team worked with the external provider to investigate and resolve the connectivity problems. The performance degradation lasted 11.2 hours before being resolved.

FreshService experienced an issue with Alert Workflow execution that prevented workflows from running properly for 2 hours. The problem was isolated to the Workflow component, specifically affecting alert-based automation processes. The engineering team worked to debug and restore full functionality to the affected workflow system.

FreshService experienced latency issues in the IND region affecting the Dashboard, Tickets, In-App Notifications, and Search components for 1.7 hours. The engineering team actively investigated and resolved the partial outage. This was classified as a minor service disruption.

FreshService experienced a Microsoft Graph API issue that caused delays and disruptions in processing incoming emails for customers using Graph-based custom mailboxes. The incident lasted 3.3 hours and specifically impacted the incoming email functionality. The service has since been restored to normal operation.

FreshService experienced a major service disruption in the Middle East region due to AWS infrastructure issues in the UAE that lasted approximately 49 days. The incident affected customer data and services in that geographic region. Freshworks resolved the issue by migrating impacted customer data to a secure European facility.

FreshService experienced a partial outage in the Middle East region due to connectivity issues with their cloud provider. The disruption potentially impacted Freshworks services for users in that region for 3.3 hours. The issue was resolved through collaboration with the cloud provider to investigate and mitigate the connectivity problems.