Freshcaller Outage History

Started Oct 23, 2026, 03:20 PM UTC· resolved Oct 23, 2026, 06:43 PM UTC

1. investigating Oct 23, 2026, 03:47 PM UTC

   We are observing network performance issues due to our third‑party service provider. Our engineering team is actively working with the provider to investigate and resolve the issue. We will share further updates as more information becomes available.

2. monitoring Oct 23, 2026, 04:30 PM UTC

   The third-party service provider has implemented a fix, and we are currently monitoring the results. We will share further updates as soon as they become available.

3. monitoring Oct 23, 2026, 05:30 PM UTC

   Our third-party service provider is continuing to work on a fix. We have not observed any errors post 9:20 PM IST and are monitoring closely. We will share further updates as soon as they become available.

4. resolved Oct 23, 2026, 06:43 PM UTC

   The issue with our third-party service provider has been resolved. Our traffic has been normal since 9:20 PM IST, and all services are functioning as expected. We will continue to monitor closely to ensure stability.

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Started Oct 07, 2026, 11:33 AM UTC· resolved Oct 07, 2026, 12:15 PM UTC

1. investigating Oct 07, 2026, 11:33 AM UTC

   We are currently experiencing issues with incoming and outgoing calls. Our engineering team is actively investigating and working to resolve the problem as quickly as possible. We will share further updates as progress is made.

2. resolved Oct 07, 2026, 12:15 PM UTC

   The issue affecting incoming and outgoing calls has been resolved. Our team will continue to monitor the service to ensure ongoing stability.

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Started Sep 15, 2026, 01:44 AM UTC· resolved Sep 15, 2026, 07:46 AM UTC

1. investigating Sep 15, 2026, 01:44 AM UTC

   We are currently experiencing an issue affecting incoming and outgoing calls for a subset of customers. Our engineering team is actively investigating and working to resolve this as a top priority. We will share another update as soon as more information becomes available.

2. identified Sep 15, 2026, 06:30 AM UTC

   Our engineering team has identified the issue affecting both incoming and outgoing calls and is actively working toward a resolution. We will continue to provide updates as progress is made.

3. monitoring Sep 15, 2026, 07:30 AM UTC

   A fix has been deployed, and we are currently monitoring the service to ensure stability. We will continue to share updates as needed.

4. resolved Sep 15, 2026, 07:46 AM UTC

   The issue affecting incoming and outgoing calls for a subset of customers has been resolved. Our team will continue to monitor the service to ensure ongoing stability.

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Started Sep 04, 2026, 07:45 AM UTC· resolved Sep 04, 2026, 02:47 PM UTC

1. investigating Sep 04, 2026, 07:45 AM UTC

   We are aware that some customers may experience delays or failures when sending emails to microsoft recipients, caused by a delivery issue on Microsoft's end (Exchange Online Protection throttling/server busy errors). This is not caused by an issue on our platform. We are actively monitoring the situation and will provide updates as more information becomes available. Affected emails are typically queued and retried automatically; no action is required from customers at this time.

2. investigating Sep 04, 2026, 11:00 AM UTC

   We continue to investigate the email delivery delays affecting some customers sending via Outlook. We have engaged our messaging service provider (MSP) and are working with them to resolve the underlying issue on Microsoft's end. We will post another update as soon as we have more information.

3. resolved Sep 04, 2026, 02:47 PM UTC

   The email delivery issue affecting some customers sending via Outlook has been resolved. The underlying issue on Microsoft's end has been cleared, and previously failed emails have been retried. If you notice any emails still missing, they will be auto-retried and delivered shortly with a slight delay. We apologize for any inconvenience caused.

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Started Jul 21, 2026, 03:14 PM UTC· resolved Jul 21, 2026, 03:17 PM UTC

1. investigating Jul 21, 2026, 03:14 PM UTC

   We are currently investigating reports of performance degradation. Our team is actively looking into the root cause. You may experience unexpected behaviour or delays while using the platform. We will post another update soon.

2. resolved Jul 21, 2026, 03:17 PM UTC

   The issue has been resolved. We will continue to monitor it to ensure stability.

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Started May 20, 2026, 03:03 PM UTC· resolved May 20, 2026, 03:15 PM UTC

1. investigating May 20, 2026, 03:03 PM UTC

   We are currently experiencing an issue with our third-party service provider that is affecting our product functionality. Our engineering team is currently investigation the issue and will share the updates as soon as available.

2. resolved May 20, 2026, 03:15 PM UTC

   The issue has been resolved and all affected services are now operating normally. We will continue to monitor to ensure stability.

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Started May 07, 2026, 11:48 PM UTC· resolved May 08, 2026, 01:34 AM UTC

1. investigating May 07, 2026, 11:48 PM UTC

   We are currently observing a partial outage within our cloud provider’s US-East-1 region, which may be impacting Freshworks services. Our team is actively working with the cloud provider to assess the impact and mitigate the issue. Further updates will be shared as more information becomes available.

2. investigating May 08, 2026, 01:30 AM UTC

   We are working closely with our third-party infrastructure provider as they perform restoration efforts. Our teams are actively taking mitigation steps to minimize the impact on our users and ensure service stability.

3. resolved May 08, 2026, 01:34 AM UTC

   The issue has been resolved and all affected services are now operating normally. We will continue to monitor to ensure stability.

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Started May 07, 2026, 01:38 PM UTC· resolved May 07, 2026, 11:18 PM UTC

1. investigating May 07, 2026, 01:38 PM UTC

   We are currently experiencing an issue where a subset of customers are unable to manually create tickets from the phone widget. Our engineering team is actively investigating the root cause and working toward a resolution.

2. investigating May 07, 2026, 10:50 PM UTC

   Our engineering team is actively working on resolving the issue impacting manual ticket creation from the phone widget. We will continue to share updates as progress is made.

3. resolved May 07, 2026, 11:18 PM UTC

   The issue impacting manual ticket creation from the phone widget has been resolved. Customers with manual ticket creation enabled should now be able to create tickets successfully. Thank you for your patience while our engineering team worked to resolve this issue.

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Started Apr 23, 2026, 03:26 AM UTC· resolved Apr 23, 2026, 04:36 AM UTC

1. investigating Apr 23, 2026, 03:26 AM UTC

   We are observing network performance issues due to our third‑party service provider. Our engineering team is actively working with the provider to investigate and resolve the issue. We will share further updates as more information becomes available.

2. resolved Apr 23, 2026, 04:36 AM UTC

   The issue with our third-party service provider has been resolved. All services are operating as expected, and we continue to monitor closely to ensure full stability.

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Started Apr 19, 2026, 08:47 PM UTC· resolved Apr 20, 2026, 03:25 PM UTC

No vendor updates were posted for this incident.

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Started Apr 14, 2026, 12:15 PM UTC· resolved Apr 15, 2026, 12:27 AM UTC

1. investigating Apr 14, 2026, 12:15 PM UTC

   We are observing intermittent network performance issues with our third‑party service provider. Our engineering team is actively working with the provider to investigate and resolve the issue. We will share further updates as more information becomes available.

2. monitoring Apr 14, 2026, 01:30 PM UTC

   Our third‑party service provider has implemented a fix, and we are continuing to monitor system performance to ensure stability. We will provide the next update once more details are available.

3. monitoring Apr 14, 2026, 05:35 PM UTC

   Our traffic remains stable, and we are monitoring closely as the third-party provider has implemented a fix but not yet confirmed full resolution. We will keep you updated as more information becomes available.

4. resolved Apr 15, 2026, 12:27 AM UTC

   The issue with our third-party service provider has been resolved. All services are operating as expected, and we continue to monitor closely to ensure full stability.

Read the full incident report →

Started Mar 25, 2026, 11:18 AM UTC· resolved Mar 25, 2026, 01:35 PM UTC

1. investigating Mar 25, 2026, 11:18 AM UTC

   We are currently experiencing issues with number purchasing and call assignment. Our team is actively investigating and working to resolve the issue.

2. investigating Mar 25, 2026, 11:48 AM UTC

   Our engineering team continues to actively work on resolving the impacted services. We appreciate your patience and will share additional updates as more information becomes available.

3. investigating Mar 25, 2026, 12:48 PM UTC

   Our engineering team is actively working to mitigate the issue affecting the impacted services. We will continue to share updates as progress is made.

4. resolved Mar 25, 2026, 01:35 PM UTC

   The issue has been resolved and all services are now functioning normally. Our team will continue to monitor the system to ensure stability.

Read the full incident report →

Started Mar 02, 2026, 05:22 AM UTC· resolved Apr 20, 2026, 01:30 PM UTC

1. investigating Mar 02, 2026, 05:22 AM UTC

   Due to ongoing AWS infrastructure issues in the UAE, Freshworks is migrating impacted customer data to a secure European facility. For full details and next steps, visit our Community post: https://freshworks.com/medc-bcp

2. investigating Mar 02, 2026, 07:22 AM UTC

   We are working closely with our cloud provider as they perform restoration efforts. Our teams are actively taking mitigation steps to minimise the impact on our users and ensure service stability.

3. investigating Mar 02, 2026, 08:22 AM UTC

   We are currently experiencing a wider impact and have migrated the incident to a Major Outage. Our team is actively involved in mitigating the issue and closely working with our cloud providers to restore normal operations. We will continue to provide further updates as more information becomes available.

4. investigating Mar 02, 2026, 11:45 AM UTC

   We understand the continued disruption this situation is causing for our customers. Our teams are actively engaged with our cloud provider(AWS), who is currently experiencing an issue affecting our service availability in MEA region . We are closely monitoring their progress and working together toward resolution, while carefully considering regional and regulatory requirements. At this time, there is no confirmed timeline for full service restoration. We will continue to share updates as more information becomes available.

5. investigating Mar 02, 2026, 06:30 PM UTC

   Our engineering team is actively monitoring the situation and working closely with AWS to track resolution progress, and we will continue to provide updates as more information becomes available, with the next update within 24 hours or sooner if there is a significant development.

6. investigating Mar 03, 2026, 01:30 PM UTC

   Our engineering team is working urgently to restore services and is closely coordinating with AWS to resolve the ongoing issue in the Middle East region. We recognize the impact this disruption may have on your operations and appreciate your patience during recovery. Restoration efforts are ongoing, and there is currently no ETA for full recovery. We will provide the next update by 03‑Mar‑2026, 5:30 PM PST / 04‑Mar‑2026, 5:30 AM GST.

7. investigating Mar 04, 2026, 02:00 AM UTC

   Our engineering teams continue to monitor the situation and are working in coordination with AWS regarding the ongoing issue affecting the Middle East region. Recovery efforts are ongoing, and overall progress continues to depend on AWS’s restoration of services in the affected region. At this time, there is no confirmed ETA for full service restoration. We appreciate your understanding and the next update will be provided in 6 hours, by 03‑Mar‑2026, 11:30 PM PST / 04‑Mar‑2026, 11:30 AM GST.

8. investigating Mar 04, 2026, 08:30 AM UTC

   Our engineering teams are continuing to make steady progress in restoring data within AWS data centers as part of the ongoing recovery efforts for the Middle East region. We remain closely aligned with AWS throughout the recovery process. While work is progressing, recovery timelines continue to depend on AWS’s restoration of services in the affected region, and a definitive ETA for full recovery is not yet available. The next update will be provided by 04‑Mar‑2026, 8:30 AM PST / 04‑Mar‑2026, 8:30 PM GST.

9. investigating Mar 04, 2026, 06:00 PM UTC

   Our engineering teams continue to work in close partnership with Amazon Web Services to restore data and services impacted in the Middle East data centers. In line with AWS guidance, we are actively evaluating options to recover and restore customer instances in an alternate, secure region outside the Middle East as part of our next recovery steps. While we are making steady progress, the overall recovery timeline remains dependent on the availability and accessibility of backups from the affected AWS region. We are closely monitoring developments, coordinating continuously with AWS, and prioritizing full restoration with the highest level of urgency. We understand the disruption this situation may cause to your operations and sincerely appreciate your continued patience and trust. Our teams remain fully engaged to expedite recovery and minimize further impact. The next update will be shared by 04-Mar-2026, 8:30 PM PST / 05-Mar-2026, 8:30 AM GST, or earlier if there is any significant progress to report.

10. investigating Mar 05, 2026, 06:30 AM UTC

    Our engineering teams remain fully engaged in the ongoing recovery efforts impacting the Middle East region. Restoration activities for the affected data and services within AWS data centers are currently in progress, with our teams working closely with AWS to accelerate recovery. In line with prior communications, we have activated established disaster recovery procedures based on AWS guidance and are evaluating the most suitable recovery solution to ensure services are restored in a reliable and efficient manner. We understand the disruption this situation may cause to your operations and appreciate your patience and continued support. Further updates will be shared as more information becomes available.

11. investigating Mar 06, 2026, 07:00 PM UTC

    Due to ongoing AWS infrastructure issues in the UAE, Freshworks is migrating impacted customer data to a secure European facility. For full details and next steps, visit our Community post: https://www.freshworks.com/medc-bcp/

12. investigating Mar 09, 2026, 01:30 PM UTC

    This update applies to all the customers affected by the ongoing service disruption in the UAE-based data center. As previously shared in our community post (https://www.freshworks.com/medc-bcp/), Freshworks teams are working around the clock with AWS to secure customer data backups and transfer them to a secure European facility, with the goal of restoring services from the European region. Our recovery efforts are currently focused across three key workstreams: Workstream 1: Accessing Data Backups from AWS (UAE Region) Engineering teams continue to work closely with AWS to secure access to backups from the impacted UAE data centers. Good progress has been made in accessing several critical data stores required for service restoration in the European region. However, some critical backups remain inaccessible at this time as recovery depends on AWS restoring access to the underlying physical storage infrastructure at the affected site. As a result, the timeline for full access to all backups remains fluid. Additionally, transferring such large volumes of data is a complex process, and transfer speeds currently depend on the pace of AWS’s ongoing recovery efforts. In parallel, teams are also evaluating alternative approaches to recover the remaining data required to restore services. Workstream 2: Migration of Data Backups to a Secure European Facility As backups are recovered from AWS, teams are simultaneously transferring and migrating the data stores to a secure European facility. This effort is progressing well in parallel with the recovery of backups. Workstream 3: Service Restoration Once the data transfer is complete, you will have the option to restore services from our European data center and resume normal business operations. Given the nature of the recovery efforts outlined above, this remains a complex and multi-phased process involving coordination across multiple systems and teams, including ongoing dependencies on AWS recovery activities. As a result, it is difficult to provide an exact timeline for full restoration at this stage. That said, our teams are making steady progress across all workstreams and continue to prioritize recovery with the highest urgency. We will share further updates as more clarity becomes available.

13. investigating Mar 10, 2026, 05:30 PM UTC

    This update applies to all the customers affected by the ongoing service disruption in the UAE-based data center. Action Required : Confirm if you would like services restored in the EU region While we continue working with AWS on recovering data backups and migrating recovered data to the Europe data center we have initiated parallel efforts to obtain customers confirmation for restoring services in the Europe region. Securing confirmations in advance will help expedite service restoration once the data becomes available and recovery activities are completed. If you are an account administrator, please check your email inbox for instructions about next steps to confirm “Yes” if you would like us to proceed with restoring your services in the EU region or reach out to [email protected]. As indicated previously, our recovery efforts are currently focused across three key workstreams: Workstream 1: Accessing Data Backups from AWS (UAE Region) Engineering teams continue to work closely with AWS to secure access to backups from the impacted UAE data centers. Good progress has been made in accessing several critical data stores required for service restoration in the European region. However, some critical backups remain inaccessible at this time as recovery depends on AWS restoring access to the underlying physical storage infrastructure at the affected site. As a result, the timeline for full access to all backups remains fluid. Additionally, transferring such large volumes of data is a complex process, and transfer speeds currently depend on the pace of AWS’s ongoing recovery efforts. In parallel, teams are also evaluating alternative approaches to recover the remaining data required to restore services. Workstream 2: Migration of Data Backups to a Secure European Facility As backups are recovered from AWS, teams are simultaneously transferring and migrating the data stores to a secure European facility. This effort is progressing well in parallel with the recovery of backups. Workstream 3: Service Restoration Once the data transfer is complete, you will have the option to restore services from our European data center and resume normal business operations. Given the nature of the recovery efforts outlined above, this remains a complex and multi-phased process involving coordination across multiple systems and teams, including ongoing dependencies on AWS recovery activities. As a result, it is difficult to provide an exact timeline for full restoration at this stage. That said, our teams are making steady progress across all workstreams and continue to prioritize recovery with the highest urgency. We will share further updates as more clarity becomes available.

14. in progress Mar 13, 2026, 06:30 PM UTC

    MEA Datacenter Recovery Note: We are pleased to share that significant progress has been made in restoring services following the recent UAE data center disruption. We have begun bringing services back online in the Europe region for affected accounts after securely migrating data to our EU region. The restoration is being carried out in phases based on technical parameters to ensure data integrity and security. What do I need to do? To return to normal operations, please review the following two actions (Please ignore if you have already responded): Confirm "yes": We cannot restore your services without this confirmation. If you have not yet done so, please respond on the below link to confirm "Yes" or email [email protected] to proceed with the restoration of your services in the EU region. http://www.freshworks.com/medc-bcp/consent/ If you have already confirmed "yes" in writing, no further action is required from you. Please review the below link to ensure readiness as your instance is restored in the Europe region. https://support.freshservice.com/support/solutions/articles/50000012022-mec-to-eun-migration-guide How will I know when my services are restored? You will hear from us as soon as your account has been restored and tested for successful operation. Whom do I contact with questions? If you have questions regarding the migration or technical requirements, please email [email protected] or reach out directly to your customer success manager. We appreciate your continued patience as we work to bring your systems back online as quickly and securely as possible.

15. resolved Apr 20, 2026, 01:30 PM UTC

    We understand how important service availability is to your operations, and we sincerely appreciate your patience during this time. This update is specifically for customers whose services are still impacted and remain non-operational in the Middle East Data Center. As part of our ongoing mitigation efforts, we have migrated the majority of impacted customers to the EU region. We are pleased to share that services for these customers are now stable and operating normally. For our remaining customers, we are here to support you through the final step of restoration. With your consent, we can complete your migration to the EU region and restore your services immediately. Please provide your approval by copying and pasting the following link into your browser: http://www.freshworks.com/medc-bcp/consent/ Once your services are restored, you will receive a confirmation email from us indicating that your account has been successfully activated in the new region. At this time, the restoration timeline for the original Middle East region remains uncertain, as our cloud provider, AWS, has not yet provided a confirmed ETA for full service recovery. If you have any questions or would like assistance with the migration process, our support team is available at [email protected]. You may also contact your Customer Success Manager, who is ready to help at every step. This mitigation remains in place as we prepare to resolve the incident on our status page. Thank you for your continued understanding and cooperation as we work to fully restore services for all customers as quickly and securely as possible.

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Started Mar 01, 2026, 12:51 PM UTC· resolved Mar 01, 2026, 04:00 PM UTC

1. investigating Mar 01, 2026, 12:51 PM UTC

   We are currently observing partial outage within our cloud provider’s Middle East region, which may potentially impact Freshworks services. At this time, the extent of the impact is still being assessed. Our team is actively working with the cloud provider to investigate and mitigate the issue. We will provide further updates as more information becomes available.

2. identified Mar 01, 2026, 02:00 PM UTC

   We are working closely with our third-party infrastructure provider as they perform restoration efforts. Our teams are actively taking mitigation steps to minimize the impact on our users and ensure service stability.

3. monitoring Mar 01, 2026, 03:00 PM UTC

   Resolution has been implemented, and we are currently in the monitoring phase. We continue to work with our third-party provider to confirm full service restoration and will keep you updated.

4. resolved Mar 01, 2026, 04:00 PM UTC

   Service stability has been restored by routing all traffic from the affected zone to healthy zones. All systems are currently operating normally. We are monitoring the environment closely while awaiting the third-party provider's official resolution.

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Started Dec 05, 2025, 08:48 AM UTC· resolved Dec 05, 2025, 09:11 AM UTC

1. investigating Dec 05, 2025, 08:48 AM UTC

   We are currently experiencing an issue with our third-party service provider that is affecting our product functionality. We are actively working with the provider to resolve the issue and will share further updates once they are recovered.

2. resolved Dec 05, 2025, 09:11 AM UTC

   The Issue with our third-party service provider has been resolved. All services are operating as expected, and we are monitoring closely to ensure full stability.

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Started Oct 20, 2025, 07:11 AM UTC· resolved Oct 20, 2025, 07:35 PM UTC

1. investigating Oct 20, 2025, 07:11 AM UTC

   We are currently investigating issues affecting our services hosted on our cloud provider. Users may experience degraded performance or service interruptions during this time. Our team is actively collaborating with them to resolve the issue and will share updates as progress is made.

2. investigating Oct 20, 2025, 08:00 AM UTC

   We are still experiencing service issues and are closely working with our cloud provider to resolve them. Our teams continue to treat this as a high-priority incident and are actively working toward full recovery. Further updates will be shared as we make progress.

3. investigating Oct 20, 2025, 08:45 AM UTC

   The issue is being addressed by our cloud provider. We are actively monitoring the situation and staying in close contact for timely updates.

4. identified Oct 20, 2025, 09:30 AM UTC

   Our engineers and provider teams are continuing their work toward full recovery. We appreciate your patience and will share the next update as soon as we have more details.

5. investigating Oct 20, 2025, 10:00 AM UTC

   We are seeing early signs of recovery. Our cloud provider is actively working toward full restoration. We will keep you updated on the status.

6. investigating Oct 20, 2025, 11:00 AM UTC

   Our cloud provider has nearly restored their services, and we are seeing recovery on our end as well. We are continuing to monitor the situation and will provide a next update once we receive confirmation from the provider.

7. monitoring Oct 20, 2025, 12:00 PM UTC

   We are seeing partial recovery in our services and call connections. However we are still experiencing issues. We are closely working with our cloud provider for complete recovery and resolution

8. monitoring Oct 20, 2025, 01:00 PM UTC

   The issue with our cloud provider affecting calls is now fixed and services are back to normal. We are continuing to have this closely monitored

9. investigating Oct 20, 2025, 01:30 PM UTC

   Our cloud provider is still working to resolve the remaining issues, which continue to impact some of our services. We will provide further updates as they become available.

10. investigating Oct 20, 2025, 03:00 PM UTC

    The remaining issues with our cloud provider are still being addressed, and some services continue to experience disruption. We'll provide the next update once we have further information.

11. investigating Oct 20, 2025, 04:00 PM UTC

    Our cloud provider has pinpointed the cause of the remaining service disruptions and is working to resolve them. We'll continue to monitor the situation and provide updates as they become available.

12. investigating Oct 20, 2025, 05:00 PM UTC

    The cloud provider has implemented additional measures to resolve the issue. We will keep monitoring the situation and provide updates as soon as they are available.

13. monitoring Oct 20, 2025, 06:00 PM UTC

    We are still experiencing issues due to the ongoing outage with our cloud provider. Their teams are actively working on resolution, and we continue to monitor the situation closely.

14. monitoring Oct 20, 2025, 07:00 PM UTC

    Our cloud provider is still working to resolve the issue. We are monitoring the situation closely and will provide the next update within the next two hours.

15. monitoring Oct 20, 2025, 07:30 PM UTC

    We are seeing recovery from the issues with our cloud provider. While we are seeing the recovery is well under way, we are monitoring few sporadic cases. We are closely monitoring with our cloud provider for complete recovery

16. resolved Oct 20, 2025, 07:35 PM UTC

    The issue has been fully resolved, and all services are now operating normally. We appreciate your patience while we worked with our provider to restore full functionality.

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Started Aug 21, 2025, 05:50 PM UTC· resolved Aug 21, 2025, 07:45 PM UTC

1. investigating Aug 21, 2025, 05:50 PM UTC

   We are currently experiencing an issue with our third-party service provider that is affecting our ability to record calls and billing. We are actively working with the provider to resolve the issue and will share further updates as they become available.

2. investigating Aug 21, 2025, 07:07 PM UTC

   Our third-party service provider has implemented manual traffic adjustments to help mitigate the impact and is closely monitoring performance. Additional improvements are currently in progress.

3. resolved Aug 21, 2025, 07:45 PM UTC

   The issue has been resolved by our third-party service provider, and all services are now operating normally.

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Started Jul 21, 2025, 08:44 AM UTC· resolved Jul 21, 2025, 09:39 AM UTC

1. investigating Jul 21, 2025, 08:44 AM UTC

   We had a degraded performance in the Analytics module. Analytics module has been successfully resolved. All services are now operating normally.

2. resolved Jul 21, 2025, 09:39 AM UTC

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Started Jun 11, 2025, 08:00 AM UTC· resolved Jun 11, 2025, 09:50 AM UTC

1. investigating Jun 11, 2025, 08:00 AM UTC

   We are facing some degraded performance on our Analytics module , our best minds are working on it and will post the update once it got resolved

2. resolved Jun 11, 2025, 09:50 AM UTC

   Analytics module has been successfully resolved. All services are now operating normally.

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Started May 02, 2025, 10:40 AM UTC· resolved May 02, 2025, 11:03 AM UTC

1. investigating May 02, 2025, 10:40 AM UTC

   The issue impacting access to Freshcaller from the EUC POD was due to a service disruption from our upstream provider, Cloudflare. They have identified and resolved the issue on their end. Access to Freshcaller has been fully restored, and services are now operating normally. For more details, you can refer to Cloudflare’s official status update here: Cloudflare Incident Report. https://www.cloudflarestatus.com/incidents/t785s74j57gs

2. resolved May 02, 2025, 11:03 AM UTC

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Started Apr 29, 2025, 09:56 AM UTC· resolved Apr 29, 2025, 11:24 AM UTC

1. investigating Apr 29, 2025, 09:56 AM UTC

   There is an issue where incoming calls are not reaching agents and are disconnecting. Our team is actively investigating and addressing the problem.

2. resolved Apr 29, 2025, 11:24 AM UTC

   Incoming calls are now successfully reaching agents, and the system is operating as expected. We will continue to monitor closely to ensure stability.

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Started Mar 31, 2025, 03:18 PM UTC· resolved Mar 31, 2025, 05:27 PM UTC

1. investigating Mar 31, 2025, 03:18 PM UTC

   We have noticed an issue with incoming calls for a small subset of calls. Our engineers are working on the issue and we will provide an update as more information becomes available.

2. investigating Mar 31, 2025, 05:13 PM UTC

   Our telephony provider has confirmed that they are observing recovery in their system. We are currently monitoring the issue to ensure there is no recurrence of the incident

3. resolved Mar 31, 2025, 05:27 PM UTC

   Our telephony provider has confirmed that the issue is resolved in their end and incoming calls should be working fine.

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Started Mar 20, 2025, 04:00 AM UTC· resolved Mar 20, 2025, 05:45 PM UTC

1. investigating Mar 20, 2025, 04:00 AM UTC

   We are experiencing problems with the Analytics, which is preventing customers from seeing the most recent data in their reports. Our engineering team is actively investigating the issue and will provide updates as soon as possible.

2. investigating Mar 20, 2025, 10:00 AM UTC

   Our engineering team is working on it with high priority and we will keep you posted with further updates.

3. investigating Mar 20, 2025, 03:30 PM UTC

   Our engineering team is actively involved in resolving the issue, more updates to follow.

4. investigating Mar 20, 2025, 04:30 PM UTC

   Our third-party service provider has confirmed the issue, and our engineering team is actively working with them to resolve it. We’ll share updates as soon as we have more information.

5. resolved Mar 20, 2025, 05:45 PM UTC

   The third-party issue has been resolved, and normal operations have been fully restored. We appreciate your patience throughout this process and will continue to monitor the situation to ensure ongoing stability.

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Started Mar 19, 2025, 02:22 PM UTC· resolved Mar 19, 2025, 09:30 PM UTC

1. investigating Mar 19, 2025, 02:22 PM UTC

   Snowflake is having data cloud connectivity issues due to which customers using ANALYTICS are experiencing intermittent delays or timeouts while attempting to access analytics reports. Snowflake power Analytics reporting and hence customers are seeing pages slow to load in US.

2. investigating Mar 19, 2025, 04:00 PM UTC

   Due to the ongoing issue with Snowflake, data loading will be delayed until the problem is resolved. We are collaborating closely with the Snowflake team to address the issue as quickly as possible.

3. investigating Mar 19, 2025, 04:30 PM UTC

   According to the latest update from Snowflake, several other services within analytics are also affected. Snowflake has identified the root cause of the issue and is currently working on developing and implementing a solution to restore service.

4. investigating Mar 19, 2025, 05:36 PM UTC

   Snowflake is continuing to work on resolving the analytics issue, and we will provide the next update as soon as we hear from the Snowflake team.

5. investigating Mar 19, 2025, 08:30 PM UTC

   We are pleased to inform you that our analytics system has successfully recovered. Our team is currently working on data ingestion, and we anticipate resolving the status page once this process is completed. Thank you for your patience and understanding.

6. resolved Mar 19, 2025, 09:30 PM UTC

   We are pleased to announce that the issues with our analytics system have been fully resolved. The data ingestion process has been successfully completed, and all services are now operating normally. We are continuing to have this closely monitored.

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Started Mar 11, 2025, 12:47 PM UTC· resolved Mar 11, 2025, 02:12 PM UTC

1. investigating Mar 11, 2025, 12:47 PM UTC

   Our telephony provider is facing errors while contacting freshworks system on updates on calls and conferences

2. resolved Mar 11, 2025, 02:12 PM UTC

   The issue has been resolved by the telephony provider, Voice and Video services are operating normally.

Read the full incident report →