Freshchat incident

Issue with AI Agents in EUN region

Major Resolved View vendor source →

Freshchat experienced a major incident on May 19, 2026 affecting Freddy AI Agent, lasting 1h 38m. The incident has been resolved; the full update timeline is below.

Started
May 19, 2026, 10:12 AM UTC
Resolved
May 19, 2026, 11:50 AM UTC
Duration
1h 38m
Detected by Pingoru
May 19, 2026, 10:12 AM UTC

Affected components

Freddy AI Agent

Update timeline

  1. investigating May 19, 2026, 10:12 AM UTC

    An issue affecting AI-Agent modules caused AI agents to become unresponsive and resulted in requests being routed to human agents; our engineering team has identified the root cause and fully resolved the issue.

  2. resolved May 19, 2026, 11:50 AM UTC