Freshdesk incident
Issue with SLA, workflow and automations in our freshdesk support portal
Freshdesk experienced a minor incident on August 10, 2026 affecting Agent Portal and SLA and 1 more component, lasting 3h 45m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Aug 10, 2026, 09:30 AM UTC
We are currently experiencing an issue affecting SLA calculations for tickets. This may impact automatic ticket assignment and automation workflows. Saved list views are also affected for a subset of customers.Our engineering team is actively working to restore full functionality for all affected tickets.
- identified Aug 10, 2026, 11:00 AM UTC
Our team has identified the issue and is actively working on a fix. We will provide an update once the issue is resolved.
- identified Aug 10, 2026, 01:05 PM UTC
Our engineering team has identified and fixed the issue affecting new tickets. For the tickets impacted during the affected window, we are currently processing the pending events and working to complete the recovery.
- resolved Aug 10, 2026, 01:15 PM UTC
The issue affecting SLA calculations, automatic ticket assignment, automation workflows, and saved list views has been resolved. All systems have been restored to normal operation. Our team will continue to monitor closely to ensure continued stability.