Freshchat incident

Degraded Performance

Minor Resolved View vendor source →

Freshchat experienced a minor incident on October 20, 2020 affecting Third-party Services and Third-party Services and 1 more component, lasting 1d 1h. The incident has been resolved; the full update timeline is below.

Started
Oct 20, 2020, 12:45 AM UTC
Resolved
Oct 21, 2020, 02:14 AM UTC
Duration
1d 1h
Detected by Pingoru
Oct 20, 2020, 12:45 AM UTC

Affected components

Third-party ServicesThird-party ServicesThird-party ServicesThird-party Services

Update timeline

  1. investigating Oct 20, 2020, 12:45 AM UTC

    We are currently facing an issue with our email service provider. All outbound emails from Freshchat are impacted, which includes email campaigns. The team is working on this with priority. Updates to follow shortly.

  2. investigating Oct 20, 2020, 07:30 AM UTC

    We are working with our email service provider on this with priority. Updates to follow.

  3. investigating Oct 20, 2020, 10:00 AM UTC

    We are yet to hear from our Email service provider further and are closely following up. We will keep you posted with updates.

  4. investigating Oct 20, 2020, 01:00 PM UTC

    The root cause of this Issue has been narrowed down by our service provider. We are closely working with them to resolve this. Updates to follow.

  5. investigating Oct 20, 2020, 04:19 PM UTC

    Our email service provider is facing an unexpected delay in getting this fixed. We are closely following up the issue with our email service provider, we will keep you posted with updates

  6. investigating Oct 20, 2020, 04:22 PM UTC

    Our email service provider is working on the resolution but unfortunately there has been an unexpected delay with the fix. We will keep you posted on further updates.

  7. investigating Oct 20, 2020, 08:35 PM UTC

    The email delivery of notifications, reports, etc is restored to normal functioning across regions. The email campaign configured with DKIM of the customer domain is still having delivery issues. We're working with our email service provider for the resolution.

  8. investigating Oct 21, 2020, 02:02 AM UTC

    We have confirmed that the issue has been resolved from our service provider end. FreshChat accounts in all the regions are functioning normally. This incident has been marked as resolved.

  9. resolved Oct 21, 2020, 02:14 AM UTC

    This incident has been marked as resolved.