Freshchat incident

Major Outage

Major Resolved View vendor source →

Freshchat experienced a major incident on January 21, 2021 affecting Freshchat Web App and Mobile SDK and 1 more component, lasting 2h 20m. The incident has been resolved; the full update timeline is below.

Started
Jan 21, 2021, 01:58 PM UTC
Resolved
Jan 21, 2021, 04:18 PM UTC
Duration
2h 20m
Detected by Pingoru
Jan 21, 2021, 01:58 PM UTC

Affected components

Freshchat Web AppMobile SDKWeb MessengerRealtime ServicesAPIWebhookDashboard & ReportsThird-party Services

Update timeline

  1. investigating Jan 21, 2021, 01:58 PM UTC

    Some of our customers are facing issues in accessing the freshchat application. Our engineering team is working to fix the issue. Will keep posted.

  2. investigating Jan 21, 2021, 03:08 PM UTC

    We are still facing issues in accessing the application and our engineers are working towards the resolution. Updates to follow.

  3. investigating Jan 21, 2021, 04:18 PM UTC

    All services are up and running now, we are testing the functionalities and monitoring the situation.

  4. resolved Jan 21, 2021, 04:36 PM UTC

    We have now tested all services and sanity test results are good. We’ll continue to monitor the system. We will follow up with an update on the root cause and corrective measures.