Freshdesk incident
Issues in incoming DMs converting to tickets on Facebook Integration
Resolved after 6 hours 33 minutes, affecting Ticketing Core, on October 21, 2025.
The issue has been fully resolved. All systems are now stable and operating as expected.
Affected components
Update timeline
- investigating Oct 21, 2025, 02:25 AM UTC
We are facing degraded performance on our incoming DMs on Facebook integration and will experience delay in converting the Facebook DMs to tickets and replies in Freshdesk.
- investigating Oct 21, 2025, 04:30 AM UTC
We have identified the root cause of the issue. Our team is actively working on the fix to ensure a better experience.
- investigating Oct 21, 2025, 05:30 AM UTC
Our technical team is actively addressing this issue to restore service.
- monitoring Oct 21, 2025, 08:30 AM UTC
The issue has been identified and is close to being resolved. Our team is actively monitoring the system to ensure complete recovery
- resolved Oct 21, 2025, 08:58 AM UTC
The issue has been fully resolved. All systems are now stable and operating as expected.
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