Freshchat experienced a major incident on July 7, 2020 affecting Freshchat Web App, lasting 36m. The incident has been resolved; the full update timeline is below.
Affected components
Freshchat Web App
Update timeline
- investigating Jul 07, 2020, 04:50 PM UTC
We are facing an issue with intelligent chat assignment functionality in the US data centres. This means, agents will not receive chats via Intelliassign. Other assignment mechanisms are not affected. We are investigating the issue. No other region or functionality is affected. We will keep you updated once we identify the cause and communicate the recovery procedures.
- resolved Jul 07, 2020, 05:26 PM UTC
We identified the cause and fixed the issue. Intelligent assignment works now. Please reach out to support team if you still face issues.