Freshchat Outage History

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 Apr 14, 2026, 05:19 AM UTC· resolved Apr 14, 2026, 10:13 PM UTC

1. investigating Apr 14, 2026, 05:19 AM UTC

   The AI agent bot is experiencing failures due to a third-party provider. This may result in bot failures,Knowledge source admin configurations causing conversations to be assigned to an agent. We are actively working with our third-party provider to resolve the issue as quickly as possible.

2. investigating Apr 14, 2026, 07:30 AM UTC

   We are continuing to engage with our third-party service provider regarding the ongoing issue affecting bot functionality. Further updates will be shared as they become available.

3. investigating Apr 14, 2026, 09:30 AM UTC

   We are still working with our third-party service provider on this issue and will share updates as more information becomes available. Thank you for your patience.

4. investigating Apr 14, 2026, 02:30 PM UTC

   We continue to work with our third-party service provider on the issue affecting bot functionality. Additional updates will be provided as more information becomes available.

5. resolved Apr 14, 2026, 10:13 PM UTC

   Our third-party service provider has resolved the underlying issue affecting bot functionality. We will continue to monitor the system to ensure stability. Thank you for your patience.

Read the full incident report →

Started Apr 10, 2026, 12:45 AM UTC· resolved Apr 10, 2026, 02:20 PM UTC

1. investigating Apr 10, 2026, 12:45 AM UTC

   Customers attempting to sign up and connect a new WhatsApp number may encounter failures during the onboarding process. This is due to an ongoing disruption in a third-party service (Meta) and does not impact any existing WhatsApp integrations or conversations. Our teams are actively monitoring the situation and we will update this page once the issue is resolved.

2. investigating Apr 10, 2026, 11:00 AM UTC

   We’ve reached out to the third-party service provider and are closely monitoring the situation. We’ll share updates as soon as they become available.

3. resolved Apr 10, 2026, 02:20 PM UTC

   The issue has been resolved following confirmation from Meta. All services are now operating normally. We will continue to monitor to ensure ongoing stability. Thank you for your patience.

Read the full incident report →

Started Apr 09, 2026, 10:35 AM UTC· resolved Apr 09, 2026, 12:20 PM UTC

1. investigating Apr 09, 2026, 10:35 AM UTC

   We are currently experiencing an issue where SLA reminder notifications and SLA breach notification on tickets are not being triggered as expected. Our team has identified the source and is actively working to restore full functionality.

2. resolved Apr 09, 2026, 12:20 PM UTC

   The issue affecting SLA reminder notifications and SLA breach notification has been identified and resolved. All services are now functioning as expected. Thank you for your patience.

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Started Mar 26, 2026, 03:02 PM UTC· resolved Mar 26, 2026, 05:28 PM UTC

1. investigating Mar 26, 2026, 03:02 PM UTC

   We are currently experiencing an issue affecting bot functionality in Freshchat. Some users may notice delays or unexpected behaviour in bot responses.Our engineering team has identified the issue and is actively working on a fix. We are closely monitoring the situation to ensure services are restored to normal as quickly as possible.

2. in progress Mar 26, 2026, 04:25 PM UTC

   The issue affecting bot functionality in Freshchat has been identified and resolved. Services are now operating as expected, and we continue to closely monitor the system to ensure ongoing stability.

3. in progress Mar 26, 2026, 05:00 PM UTC

   We are still observing issues affecting bot functionality in Freshchat. Some users may continue to experience delays or unexpected behaviour in bot responses.Our engineering team is actively investigating and working towards a complete resolution. We will provide further updates as soon as more information becomes available.

4. resolved Mar 26, 2026, 05:28 PM UTC

   The issue affecting bot functionality in Freshchat has been identified and resolved. Services are now operating as expected, and we continue to closely monitor the system to ensure ongoing stability.

Read the full incident report →

Started Mar 25, 2026, 11:18 AM UTC· resolved Mar 25, 2026, 01:23 PM UTC

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

   We are currently experiencing issues with Bots Executaion and Channels, which is impacting certain functionalities. Our team is actively investigating and working towards a resolution

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

   Our engineering team continues to actively work on resolving the affected 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, 01:23 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 16, 2026, 10:57 AM UTC· resolved Mar 16, 2026, 04:37 PM UTC

1. investigating Mar 16, 2026, 10:57 AM UTC

   We are currently experiencing an issue with the Microsoft Graph API, which is impacting the processing of incoming emails and may cause delays or disruptions. This issue specifically affects customers using Graph-based custom mailboxes.

2. investigating Mar 16, 2026, 01:00 PM UTC

   Our team is actively monitoring the situation and working with the provider to restore normal functionality. We will share further updates as more information becomes available.

3. investigating Mar 16, 2026, 03:00 PM UTC

   We’re seeing signs of recovery, and only a small number of customers may still be experiencing issues. Our team is working on this with top priority, and we’ll keep you updated as we make progress.

4. resolved Mar 16, 2026, 04:37 PM UTC

   The issue with incoming emails caused by the Microsoft Graph API has been resolved. Microsoft has confirmed the root cause was an issue on their end, and email processing is now functioning normally.

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.

Read the full incident report →

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

   Service stability has been restored by routing all traffic from the affected zone to healthy zones. All systems are currently operating normally. A subset of customers may have experienced delays in receiving campaign emails during this time. We continue to monitor the environment closely while awaiting the third-party provider's official resolution.

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Started Feb 21, 2026, 03:40 PM UTC· resolved Feb 21, 2026, 08:00 PM UTC

1. investigating Feb 21, 2026, 03:40 PM UTC

   We are currently experiencing an issue affecting Freshbot's functionality due to a problem with a third-party service provider, which may cause Freshbot timeouts. Our team is actively working with the provider to resolve this as quickly as possible.

2. investigating Feb 21, 2026, 06:00 PM UTC

   We are continuing to work closely with our third‑party service provider to resolve the issue impacting bot functionality. Investigations are ongoing, and we will share further updates as they become available.

3. investigating Feb 21, 2026, 07:30 PM UTC

   We are closely collaborating with our third-party service provider to resolve the issue at the earliest. We are monitoring the situation and will provide further updates as soon as they are available.

4. resolved Feb 21, 2026, 08:00 PM UTC

   The issue affecting bot functionality due to a third‑party service provider has been resolved. Bot operations are now functioning normally, and we will continue to monitor the system to ensure stability.

Read the full incident report →

Started Jan 27, 2026, 09:23 AM UTC· resolved Jan 27, 2026, 05:30 PM UTC

1. investigating Jan 27, 2026, 09:23 AM UTC

   We are currently experiencing issues with the Freddy AI Agent in the EUC region due to an ongoing outage with one of our third-party service providers. We are actively working with the provider to resolve this issue as quickly as possible. Further updates will be shared as they become available.

2. investigating Jan 27, 2026, 10:00 AM UTC

   We are closely collaborating with our third-party service provider to resolve the issue at the earliest. We will continue to keep you informed of any updates.

3. investigating Jan 27, 2026, 11:30 AM UTC

   Our teams, along with the third-party service provider, have identified the root cause of the issue affecting the Freddy AI Agent in the EUC region. The provider is implementing the necessary fixes to restore stability. We are actively monitoring the situation and will share the next update once we see signs of recovery.

4. investigating Jan 27, 2026, 01:00 PM UTC

   The third-party service provider is still actively working to resolve the issue. We are closely monitoring the situation and will provide further updates as soon as we receive more information from them.

5. investigating Jan 27, 2026, 03:00 PM UTC

   Our third-party service provider is progressing with their remediation efforts. We are monitoring service behaviour on our end to ensure stability during this process.

6. resolved Jan 27, 2026, 05:30 PM UTC

   The issue has been resolved, and all systems have been stable since 9:18 PM IST. The third-party service provider has also confirmed resolution on their status page. We will continue to monitor to ensure continued stability.

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Started Jan 22, 2026, 07:05 PM UTC· resolved Jan 23, 2026, 07:45 AM UTC

1. investigating Jan 22, 2026, 07:05 PM UTC

   Some users may experience delays or failures when sending or receiving emails via Outlook due to an issue with a third-party service. We are actively working with the provider to investigate the issue and will share updates as more information becomes available.

2. investigating Jan 22, 2026, 08:15 PM UTC

   We are working closely with the third-party service provider to fix the issue and we will share further information as soon as it becomes available.

3. investigating Jan 22, 2026, 09:45 PM UTC

   Our team continues to work closely with the third-party service provider and will keep you informed of the progress toward service restoration.

4. monitoring Jan 22, 2026, 11:45 PM UTC

   We continue to collaborate closely with the third-party service provider and will update the progress shortly.

5. investigating Jan 23, 2026, 01:45 AM UTC

   The third-party service provider continues working to resolve the issue and will provide the next update at 9:00 AM IST. We will keep you informed of progress toward full service restoration.

6. monitoring Jan 23, 2026, 03:45 AM UTC

   We’re closely monitoring the situation in coordination with the third-party provider and actively tracking service recovery. We will continue to share timely updates as progress is made.

7. resolved Jan 23, 2026, 07:45 AM UTC

   The issue caused by the third-party provider has been fully resolved, and Email services are now operating normally. We will continue monitoring to ensure stability.

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Started Dec 10, 2025, 05:57 AM UTC· resolved Dec 10, 2025, 07:23 AM UTC

1. investigating Dec 10, 2025, 05:57 AM UTC

   We experienced a performance issue affecting Freddy AI Agent in the US region, impacting a subset of customers. Our engineering team identified and resolved the issue, and functionality has returned to normal.

2. resolved Dec 10, 2025, 07:23 AM UTC

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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.

Read the full incident report →

Started Dec 03, 2025, 04:25 AM UTC· resolved Dec 03, 2025, 09:50 PM UTC

1. investigating Dec 03, 2025, 04:25 AM UTC

   We identified an issue affecting a subset of customers using advanced automations across multiple regions. Our engineering team has implemented a fix, and all services are now operating normally.

2. resolved Dec 03, 2025, 09:50 PM UTC

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Started Nov 13, 2025, 08:00 AM UTC· resolved Nov 13, 2025, 12:20 PM UTC

1. investigating Nov 13, 2025, 08:00 AM UTC

   We’re investigating an issue affecting a subset of customers across all regions, where advanced automation and assignment rules may not work as expected.Our team is actively working to identify the cause and restore normal functionality.

2. resolved Nov 13, 2025, 12:20 PM UTC

   The issue affecting a subset of customers across all regions with automation and assignment rules has been resolved.All services are now working as expected.

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Started Nov 06, 2025, 04:05 PM UTC· resolved Nov 06, 2025, 04:55 PM UTC

1. investigating Nov 06, 2025, 04:05 PM UTC

   We experienced degraded performance with the widget not loading between 9:35 PM IST and 10:25 PM IST. The engineering team identified and resolved the issue, and the widget service is now functioning normally. We will continue to monitor the situation closely.

2. resolved Nov 06, 2025, 04:55 PM UTC

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Started Nov 04, 2025, 08:00 AM UTC· resolved Nov 04, 2025, 09:05 AM UTC

1. investigating Nov 04, 2025, 08:00 AM UTC

   There was a performance degradation issue affecting AI Agents (admin settings only) between 1:30 PM IST and 2:35 PM IST. Our engineering team identified the cause and has resolved the issue.

2. resolved Nov 04, 2025, 09:05 AM UTC

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Started Oct 20, 2025, 11:55 PM UTC· resolved Oct 21, 2025, 03:30 AM UTC

1. investigating Oct 20, 2025, 11:55 PM UTC

   We are observing intermittent failures in executing Advanced Automation Rules due to an issue with a third-party service. Customers might also experience occasional issues when creating or updating automation rules. Our on-call team is actively collaborating with the third-party provider to restore normal functionality.

2. investigating Oct 21, 2025, 01:30 AM UTC

   The team is currently working on the update provided by the third-party service. Further updates will be shared once the initial validation phase is completed.

3. investigating Oct 21, 2025, 03:15 AM UTC

   The team has started implementing the fix provided by the third-party service provider. We will continue to monitor the progress and share updates accordingly.

4. resolved Oct 21, 2025, 04:00 AM UTC

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

Read the full incident report →

Started Oct 20, 2025, 07:11 AM UTC· resolved Oct 20, 2025, 11:51 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 working with the cloud provider team to identify the root cause and restore full functionality as quickly as possible. We will provide further updates as more information becomes available.

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

   Some dependent issues persist following the original outage at our cloud provider. We are monitoring the situation and will share updates as they become available.

8. 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.

9. 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.

10. 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.

11. 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.

12. 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.

13. 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.

14. investigating Oct 20, 2025, 07:30 PM UTC

    Our cloud provider has implemented the fix, and all our services have been fully restored. We will continue to monitor the situation closely over the next few hours to ensure stability. The status page will be marked as resolved once we receive final confirmation from our service provider.

15. resolved Oct 20, 2025, 11:51 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.

Read the full incident report →

Started Sep 29, 2025, 10:50 AM UTC· resolved Sep 29, 2025, 01:15 PM UTC

1. investigating Sep 29, 2025, 10:50 AM UTC

   We are currently experiencing outgoing message delivery issues affecting a subset of customers. The issue has been traced to our third-party service provider, and we are working closely with them to restore normal service.

2. resolved Sep 29, 2025, 01:15 PM UTC

   This incident has been resolved. Outgoing message delivery for the affected subset of customers is now functioning normally. The issue was related to our third-party service provider and service has been restored.

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Started Aug 25, 2025, 06:34 PM UTC· resolved Aug 25, 2025, 06:49 PM UTC

1. investigating Aug 25, 2025, 06:34 PM UTC

   A subset of customers was seeing intermittent login failures between 12:04 AM and 12:19 AM IST. The issue is resolved now and login functionality working normal.

2. resolved Aug 25, 2025, 06:49 PM UTC

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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 aware that some customers may be experiencing intermittent issues with ticket creation in Freshchat. Our team is currently investigating the cause and working to restore full functionality as quickly as possible. We apologize for the inconvenience and appreciate your patience while we resolve this.

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 Aug 07, 2025, 09:25 AM UTC· resolved Aug 07, 2025, 11:20 AM UTC

1. investigating Aug 07, 2025, 09:25 AM UTC

   We recently experienced an issue in one of our regions that temporarily affected certain features, including Freshchat Web App and API. The issue has now been resolved, and all features are working as expected.

2. resolved Aug 07, 2025, 11:20 AM UTC

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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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