Freshdesk Outage History

Started May 20, 2026, 03:03 PM UTC· resolved May 20, 2026, 03:15 PM UTC

1. investigating May 20, 2026, 03:03 PM UTC

   We are currently experiencing an issue with our third-party service provider that is affecting our product functionality. Our engineering team is currently investigation the issue and will share the updates as soon as available.

2. resolved May 20, 2026, 03:15 PM UTC

   The issue has been resolved and all affected services are now operating normally. We will continue to monitor to ensure stability.

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Started May 19, 2026, 10:20 PM UTC· resolved May 20, 2026, 01:32 AM UTC

1. investigating May 19, 2026, 10:20 PM UTC

   We are currently experiencing issues accessing the analytics reports and “Today’s trends” section within the dashboard. Our team is actively investigating the issue and working toward a resolution.

2. identified May 20, 2026, 12:00 AM UTC

   Our engineering team has identified a potential root cause and is currently working on implementing a fix. We are actively monitoring the situation and will share further updates as progress is made.

3. resolved May 20, 2026, 01:32 AM UTC

   The issue affecting access to Analytics Reports and the “Today’s Trends” section within the dashboard has now been resolved. Our team has implemented the necessary fix, and services are functioning normally again. We will continue to monitor the system to ensure stability. Thank you for your patience.

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Started May 19, 2026, 10:12 AM UTC· resolved May 19, 2026, 11:50 AM UTC

1. investigating May 19, 2026, 10:12 AM UTC

   An issue affecting AI-Agent modules caused AI agents to become unresponsive and resulted in requests being routed to human agents; our engineering team has identified the root cause and fully resolved the issue.

2. resolved May 19, 2026, 11:50 AM UTC

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Started May 18, 2026, 12:38 PM UTC· resolved May 18, 2026, 12:43 PM UTC

1. investigating May 18, 2026, 12:38 PM UTC

   Performance issues were observed in the Freshdesk US region between 18:08 and 18:13 IST, impacting ticket creation, search, outbound emails, and contact & account management; the issue has been identified and resolved, and all services are now operating normally.

2. resolved May 18, 2026, 12:43 PM UTC

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Started May 11, 2026, 02:30 PM UTC· resolved May 11, 2026, 07:44 PM UTC

1. investigating May 11, 2026, 02:30 PM UTC

   We experienced performance issues affecting the search module. Our engineering team has identified and resolved the issue, and the service is now operating normally.

2. resolved May 11, 2026, 07:44 PM UTC

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Started Apr 29, 2026, 07:56 AM UTC· resolved Apr 29, 2026, 01:10 PM UTC

1. investigating Apr 29, 2026, 07:56 AM UTC

   We are currently experiencing an issue affecting bot functionality due to a problem with a third-party service provider. Our team is actively working with the provider to resolve this as quickly as possible.

2. investigating Apr 29, 2026, 09:30 AM UTC

   We are closely collaborating with our third-party service provider to resolve the issue at the earliest. We are monitoring the situation and will provide further updates as soon as they are available.

3. investigating Apr 29, 2026, 10:30 AM UTC

   We are seeing recovery in our bot services. While we continue to receive updates from our third‑party service provider, we are closely monitoring the situation.

4. resolved Apr 29, 2026, 01:10 PM UTC

   The issue affecting bot functionality has been resolved by our third-party provider. All services are operating normally. We will continue to monitor to ensure ongoing stability.

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Started Apr 29, 2026, 07:18 AM UTC· resolved Apr 29, 2026, 04:55 PM UTC

1. investigating Apr 29, 2026, 07:18 AM UTC

   We are currently investigating an issue with Spotlight search functionality affecting customers who have at least one custom object configured. Our team is actively working on a resolution and will provide updates as progress is made.

2. investigating Apr 29, 2026, 02:00 PM UTC

   We are continuing to investigate the issue affecting the search functionality, where results are not auto-populating as expected. Our engineering team is actively analyzing the problem and working towards identifying the root cause. We will share further updates as more information becomes available.

3. investigating Apr 29, 2026, 03:30 PM UTC

   Our Engineering team is still actively working on this issue and continues to make progress toward a resolution. We appreciate your continued patience and will share further updates as they become available.

4. resolved Apr 29, 2026, 04:55 PM UTC

   The issue affecting Spotlight search has been resolved, and the functionality is now working as expected. We will continue to monitor the system to ensure stability.

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Started Apr 23, 2026, 10:12 AM UTC· resolved Apr 23, 2026, 05:10 PM UTC

1. investigating Apr 23, 2026, 10:12 AM UTC

   We are currently experiencing an issue with outgoing emails pertaining to custom mail server. Our team is actively working towards resolving the issue

2. resolved Apr 23, 2026, 05:10 PM UTC

   Our engineering team has identified and resolved the issue affecting outgoing emails through custom mail servers. Services have been restored, and we are continuing to monitor system performance to ensure stability.

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Started Apr 23, 2026, 03:26 AM UTC· resolved Apr 23, 2026, 04:36 AM UTC

1. 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.

2. 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.

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Started Apr 20, 2026, 07:23 AM UTC· resolved Apr 30, 2026, 10:45 AM UTC

1. investigating Apr 20, 2026, 07:23 AM UTC

   We are currently observing an issue affecting a subset of customers using Microsoft custom mailboxes, resulting in intermittent connectivity issues. As a workaround, reauthenticating the mailbox connection may help restore access. We are actively monitoring the situation and will share further updates as more information becomes available.

2. investigating Apr 20, 2026, 11:30 AM UTC

   We are currently working with our third-party service provider to address this issue. We will share further updates as more information becomes available.

3. investigating Apr 20, 2026, 01:30 PM UTC

   We are continuing to work with our third-party service provider and are seeing progress toward mitigation. We remain focused on restoring full functionality and will share further updates as more information becomes available.

4. investigating Apr 21, 2026, 04:30 PM UTC

   We are actively working with the Microsoft team to investigate connectivity issues impacting some customers using custom mailboxes between their tenant and Microsoft services. This issue is being treated with high priority. If you are experiencing connectivity issues, please raise a high‑priority support ticket directly with Microsoft from your end, while we continue to coordinate closely with the Microsoft team in parallel. As a temporary workaround, customers may try re‑authenticating their mailbox when a disconnection occurs. Further updates will be shared as more information becomes available.

5. investigating Apr 27, 2026, 12:00 PM UTC

   Microsoft has prioritized this issue, and their engineering team continues to work on the investigation. We are closely coordinating with Microsoft to address the connectivity issues affecting some customers using custom mailboxes. If you are still experiencing issues, please consider raising a high‑priority support ticket with Microsoft, which can help speed up resolution. As a temporary workaround, re‑authenticating the mailbox may restore connectivity. We appreciate your patience and will share further updates as they become available.

6. monitoring Apr 29, 2026, 01:45 PM UTC

   We are in touch with Microsoft regarding this issue. They have confirmed that a fix has been implemented; however, it may take some time to fully propagate across all tenants globally. As a result, some customers may already be seeing recovery, while others may continue to experience the issue. At this time, we are still observing errors on our end and are closely monitoring the situation. We expect the next update from Microsoft by May 4th and will share further information as it becomes available.

7. resolved Apr 30, 2026, 10:45 AM UTC

   Our monitoring shows that no further errors have been observed since April 30th at 4:15 PM IST, and the service has been operating normally. While we are still awaiting formal confirmation from Microsoft regarding full global propagation of the fix, the issue is no longer being observed on our end. Given the sustained stability, we are proceeding to mark this incident as resolved. Thank you for your patience and understanding.

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Started Apr 19, 2026, 08:47 PM UTC· resolved Apr 20, 2026, 03:25 PM UTC

No vendor updates were posted for this incident.

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Started Apr 14, 2026, 12:15 PM UTC· resolved Apr 15, 2026, 12:27 AM UTC

1. investigating Apr 14, 2026, 12:15 PM UTC

   We are observing intermittent network performance issues with 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.

2. monitoring Apr 14, 2026, 01:30 PM UTC

   Our third‑party service provider has implemented a fix, and we are continuing to monitor system performance to ensure stability. We will provide the next update once more details are available.

3. monitoring Apr 14, 2026, 05:35 PM UTC

   Our traffic remains stable, and we are monitoring closely as the third-party provider has implemented a fix but not yet confirmed full resolution. We will keep you updated as more information becomes available.

4. resolved Apr 15, 2026, 12:27 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.

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Started Apr 14, 2026, 05:19 AM UTC· resolved Apr 14, 2026, 10:13 PM UTC

1. investigating Apr 14, 2026, 05:19 AM UTC

   The AI agent bot is experiencing failures due to a third-party provider. This may result in bot failures,Knowledge source admin configurations causing conversations to be assigned to an agent. We are actively working with our third-party provider to resolve the issue as quickly as possible

2. investigating Apr 14, 2026, 07:30 AM UTC

   We are continuing to engage with our third-party service provider regarding the ongoing issue affecting bot functionality. Further updates will be shared as they become available.

3. investigating Apr 14, 2026, 09:30 AM UTC

   We are still working with our third-party service provider on this issue and will share updates as more information becomes available. Thank you for your patience.

4. investigating Apr 14, 2026, 02:30 PM UTC

   We continue to work with our third-party service provider on the issue affecting bot functionality. Additional updates will be provided as more information becomes available.

5. resolved Apr 14, 2026, 10:13 PM UTC

   Our third-party service provider has resolved the underlying issue affecting bot functionality. We will continue to monitor the system to ensure stability. Thank you for your patience.

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Started Apr 11, 2026, 10:43 AM UTC· resolved Apr 11, 2026, 11:06 AM UTC

1. investigating Apr 11, 2026, 10:43 AM UTC

   Some users experienced delays or incomplete loading of ticket timeline information on the Contact Details page. The issue has been identified and resolved, and all functionality is now operating normally.

2. resolved Apr 11, 2026, 11:06 AM UTC

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Started Apr 10, 2026, 12:45 AM UTC· resolved Apr 10, 2026, 02:20 PM UTC

1. investigating Apr 10, 2026, 12:45 AM UTC

   Customers attempting to sign up and connect a new WhatsApp number may encounter failures during the onboarding process. This is due to an ongoing disruption in a third-party service (Meta) and does not impact any existing WhatsApp integrations or conversations. Our teams are actively monitoring the situation and we will update this page once the issue is resolved.

2. investigating Apr 10, 2026, 11:00 AM UTC

   We’ve reached out to the third-party service provider and are closely monitoring the situation. We’ll share updates as soon as they become available.

3. resolved Apr 10, 2026, 02:20 PM UTC

   The issue has been resolved following confirmation from Meta. All services are now operating normally. We will continue to monitor to ensure ongoing stability. Thank you for your patience.

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Started Apr 09, 2026, 10:35 AM UTC· resolved Apr 09, 2026, 12:20 PM UTC

1. investigating Apr 09, 2026, 10:35 AM UTC

   We are currently experiencing an issue where SLA reminder notifications and SLA breach notifications on tickets are not being triggered as expected. Some quick automation may also be temporarily affected. Our team has identified the source and is actively working to restore full functionality.

2. resolved Apr 09, 2026, 12:20 PM UTC

   The issue impacting SLA reminder notifications, SLA breach notifications, and quick automations has been resolved. All services are now functioning normally. Thank you for your patience.

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Started Apr 08, 2026, 05:00 PM UTC· resolved Apr 09, 2026, 12:00 AM UTC

1. investigating Apr 08, 2026, 05:00 PM UTC

   We are currently experiencing an issue with email-to-ticket conversion in the US region. Our team is actively working on resolving it and will keep you updated on the progress.

2. investigating Apr 08, 2026, 06:30 PM UTC

   Our engineering team is actively investigating and working on resolving the issue with high priority. We will continue to provide updates as we make progress.

3. monitoring Apr 08, 2026, 08:00 PM UTC

   Customers using the Gmail client may experience issues with incoming emails being converted into tickets due to an issue at the email provider's end. Our team is working closely with the provider to identify the root cause and restore normal service as quickly as possible. We will provide updates as more information becomes available

4. monitoring Apr 08, 2026, 10:00 PM UTC

   We are continuing to monitor the issue affecting email-to-ticket creation for customers using Gmail. The email provider is still working on stabilizing their services. Our team remains engaged and will share further updates as more information becomes available.

5. resolved Apr 09, 2026, 12:00 AM UTC

   The issue has been resolved and email-to-ticket creation is working normally. We will continue to monitor to ensure stability.

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Started Mar 31, 2026, 04:26 AM UTC· resolved Mar 31, 2026, 07:37 AM UTC

1. investigating Mar 31, 2026, 04:26 AM UTC

   We are currently investigating an issue impacting a very small subset of customers accessing the customer portal via custom domains. Access through the default Freshdesk URLs remains unaffected. Our engineering team is treating this with the urgent priority and is actively working on a resolution. We will continue to share updates as more information becomes available.

2. identified Mar 31, 2026, 06:30 AM UTC

   Our engineering team has identified the issue and is currently implementing changes to mitigate its impact. We are actively monitoring the system to ensure stability.

3. resolved Mar 31, 2026, 07:37 AM UTC

   The issue impacting a subset of customers accessing the portal via custom domains has been resolved. Our engineering team has implemented the necessary fixes and is continuing to monitor the system to ensure stability.

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Started Mar 27, 2026, 09:38 AM UTC· resolved Mar 27, 2026, 09:52 AM UTC

1. investigating Mar 27, 2026, 09:38 AM UTC

   We are currently experiencing degraded performance while loading contacts for a subset of Customers. Our team is actively investigating the issue and working towards a resolution.

2. resolved Mar 27, 2026, 09:52 AM UTC

   The issue has been resolved, and service performance is operating normally. We are continuing to monitor the system closely.

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Started Mar 25, 2026, 11:18 AM UTC· resolved Mar 25, 2026, 01:21 PM UTC

1. investigating Mar 25, 2026, 11:18 AM UTC

   We are currently experiencing issues with background workers, which is impacting certain functionalities. Our team is actively investigating and working towards a resolution.

2. investigating Mar 25, 2026, 11:48 AM UTC

   Our engineering team continues to actively work on resolving the affected services. We appreciate your patience and will share additional updates as more information becomes available.

3. investigating Mar 25, 2026, 12:48 PM UTC

   Our engineering team is actively working to mitigate the issue affecting the impacted services. We will continue to share updates as progress is made.

4. resolved Mar 25, 2026, 01:21 PM UTC

   The issue has been resolved, and all services are now functioning normally. Our team will continue to monitor the system to ensure stability.

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Started Mar 16, 2026, 10:57 AM UTC· resolved Mar 16, 2026, 04:37 PM UTC

1. investigating Mar 16, 2026, 10:57 AM UTC

   We are currently experiencing an issue with the Microsoft Graph API, which is impacting the processing of incoming emails and may cause delays or disruptions. This issue specifically affects customers using Graph-based custom mailboxes.

2. investigating Mar 16, 2026, 01:00 PM UTC

   Our team is actively monitoring the situation and working with the provider to restore normal functionality. We will share further updates as more information becomes available.

3. investigating Mar 16, 2026, 03:00 PM UTC

   We’re seeing signs of recovery, and only a small number of customers may still be experiencing issues. Our team is working on this with top priority, and we’ll keep you updated as we make progress.

4. resolved Mar 16, 2026, 04:37 PM UTC

   The issue with incoming emails caused by the Microsoft Graph API has been resolved. Microsoft has confirmed the root cause was an issue on their end, and email processing is now functioning normally.

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Started Mar 02, 2026, 05:22 AM UTC· resolved Apr 20, 2026, 01:30 PM UTC

1. investigating Mar 02, 2026, 05:22 AM UTC

   Due to ongoing AWS infrastructure issues in the UAE, Freshworks is migrating impacted customer data to a secure European facility. For full details and next steps, visit our Community post: https://freshworks.com/medc-bcp

2. investigating Mar 02, 2026, 07:22 AM UTC

   We are working closely with our cloud provider as they perform restoration efforts. Our teams are actively taking mitigation steps to minimise the impact on our users and ensure service stability.

3. investigating Mar 02, 2026, 08:22 AM UTC

   We are currently experiencing a wider impact and have migrated the incident to a Major Outage. Our team is actively involved in mitigating the issue and closely working with our cloud providers to restore normal operations. We will continue to provide further updates as more information becomes available.

4. investigating Mar 02, 2026, 11:45 AM UTC

   We understand the continued disruption this situation is causing for our customers. Our teams are actively engaged with our cloud provider(AWS), who is currently experiencing an issue affecting our service availability in MEA region . We are closely monitoring their progress and working together toward resolution, while carefully considering regional and regulatory requirements. At this time, there is no confirmed timeline for full service restoration. We will continue to share updates as more information becomes available.

5. investigating Mar 02, 2026, 06:30 PM UTC

   Our engineering team is actively monitoring the situation and working closely with AWS to track resolution progress, and we will continue to provide updates as more information becomes available, with the next update within 24 hours or sooner if there is a significant development.

6. investigating Mar 03, 2026, 01:30 PM UTC

   Our engineering team is working urgently to restore services and is closely coordinating with AWS to resolve the ongoing issue in the Middle East region. We recognize the impact this disruption may have on your operations and appreciate your patience during recovery. Restoration efforts are ongoing, and there is currently no ETA for full recovery. We will provide the next update by 03‑Mar‑2026, 5:30 PM PST / 04‑Mar‑2026, 5:30 AM GST.

7. investigating Mar 04, 2026, 02:00 AM UTC

   Our engineering teams continue to monitor the situation and are working in coordination with AWS regarding the ongoing issue affecting the Middle East region. Recovery efforts are ongoing, and overall progress continues to depend on AWS’s restoration of services in the affected region. At this time, there is no confirmed ETA for full service restoration. We appreciate your understanding and the next update will be provided in 6 hours, by 03‑Mar‑2026, 11:30 PM PST / 04‑Mar‑2026, 11:30 AM GST.

8. investigating Mar 04, 2026, 08:30 AM UTC

   Our engineering teams are continuing to make steady progress in restoring data within AWS data centers as part of the ongoing recovery efforts for the Middle East region. We remain closely aligned with AWS throughout the recovery process. While work is progressing, recovery timelines continue to depend on AWS’s restoration of services in the affected region, and a definitive ETA for full recovery is not yet available. The next update will be provided by 04‑Mar‑2026, 8:30 AM PST / 04‑Mar‑2026, 8:30 PM GST.

9. investigating Mar 04, 2026, 06:00 PM UTC

   Our engineering teams continue to work in close partnership with Amazon Web Services to restore data and services impacted in the Middle East data centers. In line with AWS guidance, we are actively evaluating options to recover and restore customer instances in an alternate, secure region outside the Middle East as part of our next recovery steps. While we are making steady progress, the overall recovery timeline remains dependent on the availability and accessibility of backups from the affected AWS region. We are closely monitoring developments, coordinating continuously with AWS, and prioritizing full restoration with the highest level of urgency. We understand the disruption this situation may cause to your operations and sincerely appreciate your continued patience and trust. Our teams remain fully engaged to expedite recovery and minimize further impact. The next update will be shared by 04-Mar-2026, 8:30 PM PST / 05-Mar-2026, 8:30 AM GST, or earlier if there is any significant progress to report.

10. investigating Mar 05, 2026, 06:30 AM UTC

    Our engineering teams remain fully engaged in the ongoing recovery efforts impacting the Middle East region. Restoration activities for the affected data and services within AWS data centers are currently in progress, with our teams working closely with AWS to accelerate recovery. In line with prior communications, we have activated established disaster recovery procedures based on AWS guidance and are evaluating the most suitable recovery solution to ensure services are restored in a reliable and efficient manner. We understand the disruption this situation may cause to your operations and appreciate your patience and continued support. Further updates will be shared as more information becomes available.

11. investigating Mar 06, 2026, 07:00 PM UTC

    Due to ongoing AWS infrastructure issues in the UAE, Freshworks is migrating impacted customer data to a secure European facility. For full details and next steps, visit our Community post: https://www.freshworks.com/medc-bcp/

12. investigating Mar 09, 2026, 01:30 PM UTC

    This update applies to all the customers affected by the ongoing service disruption in the UAE-based data center. As previously shared in our community post (https://www.freshworks.com/medc-bcp/), Freshworks teams are working around the clock with AWS to secure customer data backups and transfer them to a secure European facility, with the goal of restoring services from the European region. Our recovery efforts are currently focused across three key workstreams: Workstream 1: Accessing Data Backups from AWS (UAE Region) Engineering teams continue to work closely with AWS to secure access to backups from the impacted UAE data centers. Good progress has been made in accessing several critical data stores required for service restoration in the European region. However, some critical backups remain inaccessible at this time as recovery depends on AWS restoring access to the underlying physical storage infrastructure at the affected site. As a result, the timeline for full access to all backups remains fluid. Additionally, transferring such large volumes of data is a complex process, and transfer speeds currently depend on the pace of AWS’s ongoing recovery efforts. In parallel, teams are also evaluating alternative approaches to recover the remaining data required to restore services. Workstream 2: Migration of Data Backups to a Secure European Facility As backups are recovered from AWS, teams are simultaneously transferring and migrating the data stores to a secure European facility. This effort is progressing well in parallel with the recovery of backups. Workstream 3: Service Restoration Once the data transfer is complete, you will have the option to restore services from our European data center and resume normal business operations. Given the nature of the recovery efforts outlined above, this remains a complex and multi-phased process involving coordination across multiple systems and teams, including ongoing dependencies on AWS recovery activities. As a result, it is difficult to provide an exact timeline for full restoration at this stage. That said, our teams are making steady progress across all workstreams and continue to prioritize recovery with the highest urgency. We will share further updates as more clarity becomes available.

13. investigating Mar 10, 2026, 05:30 PM UTC

    This update applies to all the customers affected by the ongoing service disruption in the UAE-based data center. Action Required : Confirm if you would like services restored in the EU region While we continue working with AWS on recovering data backups and migrating recovered data to the Europe data center we have initiated parallel efforts to obtain customers confirmation for restoring services in the Europe region. Securing confirmations in advance will help expedite service restoration once the data becomes available and recovery activities are completed. If you are an account administrator, please check your email inbox for instructions about next steps to confirm “Yes” if you would like us to proceed with restoring your services in the EU region or reach out to [email protected]. As indicated previously, our recovery efforts are currently focused across three key workstreams: Workstream 1: Accessing Data Backups from AWS (UAE Region) Engineering teams continue to work closely with AWS to secure access to backups from the impacted UAE data centers. Good progress has been made in accessing several critical data stores required for service restoration in the European region. However, some critical backups remain inaccessible at this time as recovery depends on AWS restoring access to the underlying physical storage infrastructure at the affected site. As a result, the timeline for full access to all backups remains fluid. Additionally, transferring such large volumes of data is a complex process, and transfer speeds currently depend on the pace of AWS’s ongoing recovery efforts. In parallel, teams are also evaluating alternative approaches to recover the remaining data required to restore services. Workstream 2: Migration of Data Backups to a Secure European Facility As backups are recovered from AWS, teams are simultaneously transferring and migrating the data stores to a secure European facility. This effort is progressing well in parallel with the recovery of backups. Workstream 3: Service Restoration Once the data transfer is complete, you will have the option to restore services from our European data center and resume normal business operations. Given the nature of the recovery efforts outlined above, this remains a complex and multi-phased process involving coordination across multiple systems and teams, including ongoing dependencies on AWS recovery activities. As a result, it is difficult to provide an exact timeline for full restoration at this stage. That said, our teams are making steady progress across all workstreams and continue to prioritize recovery with the highest urgency. We will share further updates as more clarity becomes available.

14. in progress Mar 13, 2026, 06:30 PM UTC

    MEA Datacenter Recovery Note: We are pleased to share that significant progress has been made in restoring services following the recent UAE data center disruption. We have begun bringing services back online in the Europe region for affected accounts after securely migrating data to our EU region. The restoration is being carried out in phases based on technical parameters to ensure data integrity and security. What do I need to do? To return to normal operations, please review the following two actions (Please ignore if you have already responded): Confirm "yes": We cannot restore your services without this confirmation. If you have not yet done so, please respond on the below link to confirm "Yes" or email [email protected] to proceed with the restoration of your services in the EU region. http://www.freshworks.com/medc-bcp/consent/ If you have already confirmed "yes" in writing, no further action is required from you. Please review the below link to ensure readiness as your instance is restored in the Europe region. https://support.freshservice.com/support/solutions/articles/50000012022-mec-to-eun-migration-guide How will I know when my services are restored? You will hear from us as soon as your account has been restored and tested for successful operation. Whom do I contact with questions? If you have questions regarding the migration or technical requirements, please email [email protected] or reach out directly to your customer success manager. We appreciate your continued patience as we work to bring your systems back online as quickly and securely as possible.

15. resolved Apr 20, 2026, 01:30 PM UTC

    We understand how important service availability is to your operations, and we sincerely appreciate your patience during this time. This update is specifically for customers whose services are still impacted and remain non-operational in the Middle East Data Center. As part of our ongoing mitigation efforts, we have migrated the majority of impacted customers to the EU region. We are pleased to share that services for these customers are now stable and operating normally. For our remaining customers, we are here to support you through the final step of restoration. With your consent, we can complete your migration to the EU region and restore your services immediately. Please provide your approval by copying and pasting the following link into your browser: http://www.freshworks.com/medc-bcp/consent/ Once your services are restored, you will receive a confirmation email from us indicating that your account has been successfully activated in the new region. At this time, the restoration timeline for the original Middle East region remains uncertain, as our cloud provider, AWS, has not yet provided a confirmed ETA for full service recovery. If you have any questions or would like assistance with the migration process, our support team is available at [email protected]. You may also contact your Customer Success Manager, who is ready to help at every step. This mitigation remains in place as we prepare to resolve the incident on our status page. Thank you for your continued understanding and cooperation as we work to fully restore services for all customers as quickly and securely as possible.

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Started Mar 01, 2026, 12:51 PM UTC· resolved Mar 01, 2026, 03:39 PM UTC

1. investigating Mar 01, 2026, 12:51 PM UTC

   We are currently observing partial outage within our cloud provider’s Middle East region, which may potentially impact Freshworks services. At this time, the extent of the impact is still being assessed. Our team is actively working with the cloud provider to investigate and mitigate the issue. We will provide further updates as more information becomes available.

2. identified Mar 01, 2026, 02:00 PM UTC

   We are working closely with our third-party infrastructure provider as they perform restoration efforts. Our teams are actively taking mitigation steps to minimize the impact on our users and ensure service stability.

3. monitoring Mar 01, 2026, 03:00 PM UTC

   Resolution has been implemented, and we are currently in the monitoring phase. We continue to work with our third-party provider to confirm full service restoration and will keep you updated.

4. resolved Mar 01, 2026, 03:39 PM UTC

   Service stability has been restored by rerouting traffic from the affected zone to healthy zones, and all systems are now operating normally. However, a small subset of customers may continue to experience delays with outgoing emails. We are actively monitoring the environment while awaiting the official resolution from the third-party provider.

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Started Feb 25, 2026, 04:43 PM UTC· resolved Feb 25, 2026, 05:07 PM UTC

1. investigating Feb 25, 2026, 04:43 PM UTC

   We experienced an internal issue that affected a subset of Freshdesk customers. The issue has now been resolved, and all services are operating normally.

2. resolved Feb 25, 2026, 05:07 PM UTC

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Started Feb 21, 2026, 03:40 PM UTC· resolved Feb 21, 2026, 08:00 PM UTC

1. investigating Feb 21, 2026, 03:40 PM UTC

   We are currently experiencing an issue affecting Freshbot's functionality due to a problem with a third-party service provider, which may cause Freshbot timeouts. Our team is actively working with the provider to resolve this as quickly as possible.

2. investigating Feb 21, 2026, 06:00 PM UTC

   We are continuing to work closely with our third‑party service provider to resolve the issue impacting bot functionality. Investigations are ongoing, and we will share further updates as they become available.

3. investigating Feb 21, 2026, 07:30 PM UTC

   We are closely collaborating with our third-party service provider to resolve the issue at the earliest. We are monitoring the situation and will provide further updates as soon as they are available.

4. resolved Feb 21, 2026, 08:00 PM UTC

   The issue affecting bot functionality due to a third‑party service provider has been resolved. Bot operations are now functioning normally, and we will continue to monitor the system to ensure stability.

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