Freshdesk experienced a minor incident on October 16, 2026 affecting AI Agents & Bots, lasting 3h 18m. The incident has been resolved; the full update timeline is below.
Affected components
AI Agents & Bots
Update timeline
- investigating Oct 16, 2026, 01:38 PM UTC
Users may have experienced conversations being transferred to a live agent due to bot timeout behavior. Our team has identified the issue and is actively investigating the impact and working towards a resolution.
- resolved Oct 16, 2026, 04:56 PM UTC
We have successfully resolved the performance degradation issue, and all systems are back to normal. We apologize for the disruption and thank you for your patience while we worked to fix this.