Freshdesk incident
Investigating delays in social channel messaging and ticket creation for some US customers
Resolved after 17 hours 27 minutes, affecting Social, on September 18, 2026.
The issue affecting incoming messages from social channels in the US region has been resolved. Message processing and ticket creation are now functioning normally. We have been monitoring the service to confirm stability.
Affected components
Update timeline
- investigating Sep 18, 2026, 07:00 PM UTC
We are currently investigating an issue affecting some customers in the US region. Customers may experience delays in receiving messages from social channels, including WhatsApp, Facebook, and Instagram. As a result, some customers may also experience delays in ticket creation through these channels. Our team is actively working to identify the root cause and restore normal service as quickly as possible. We will provide another update as soon as more information becomes available.
- investigating Sep 19, 2026, 06:30 AM UTC
Our engineering team is working to resolve the issue as a high priority. We will keep you informed and share further updates as soon as more information becomes available.
- in progress Sep 19, 2026, 11:30 AM UTC
Our engineering team has identified the issue and is actively working on mitigation to restore normal processing of incoming messages from social channels in the US region. Further updates will be shared as progress is made.
- resolved Sep 19, 2026, 12:27 PM UTC
The issue affecting incoming messages from social channels in the US region has been resolved. Message processing and ticket creation are now functioning normally. We have been monitoring the service to confirm stability.
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