Freshchat experienced a minor incident on January 29, 2023 affecting Freshchat Web App, lasting 7h 40m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jan 29, 2023, 04:30 AM UTC
Some of customers are experiencing a degraded performance in Webapp. We're aware of the issue and working towards a resolution.
- investigating Jan 29, 2023, 06:07 AM UTC
Appropriate engineering teams have been engaged to resolve the issue. Periodic updates will be shared with progress & resolution status.
- investigating Jan 29, 2023, 06:42 AM UTC
Our best minds are trying to zero in on the issue. More updates to follow.
- investigating Jan 29, 2023, 08:04 AM UTC
Based on current investigations, the issue seems to be limited to India/EMEA users accessing US datacenters and is potentially related to an on going Cloud services provider/Internet issue. We are currently working with Cloud Provider & ISPs to identify the root cause. Further updates will be shared once an update is available.
- investigating Jan 29, 2023, 09:15 AM UTC
While the Cloud Provider is working on addressing the internet connectivity to their infrastructure that is affecting external traffic from India, Middle east, Maldives to US, Freshworks team has enabled an alternative/faster network route to help restore slowness issues. this should help resolve the issue post clearing browser cache. Please reach out if you are still seeing slowness issues.
- investigating Jan 29, 2023, 10:45 AM UTC
Based on current investigations, the issue seems to be between the our cloud services provider and the regional ISP. The vendor is currently working to fix the same.. more updates to be followed
- resolved Jan 29, 2023, 12:10 PM UTC
Our Engineers have restored the slowness issue and our systems are back to normal now. Please reach out to our support team if you are facing any issues. We will continue monitoring our systems.