Freshdesk experienced a major incident on April 23, 2026 affecting Agent Portal and Customer Portal and 1 more component, lasting 1h 10m. The incident has been resolved; the full update timeline is below.
Affected components
Agent PortalCustomer PortalEmailChat & MessagingSocialSLARouting & Agent AvailabilityWorkflow & AutomationsAI Agents & BotsTicketing Core
Update timeline
- investigating Apr 23, 2026, 03:26 AM UTC
We are observing network performance issues due to our third‑party service provider. Our engineering team is actively working with the provider to investigate and resolve the issue. We will share further updates as more information becomes available.
- resolved Apr 23, 2026, 04:36 AM UTC
The issue with our third-party service provider has been resolved. All services are operating as expected, and we continue to monitor closely to ensure full stability.