Freshservice incident
Performance degradation issue with Self-service portal
Resolved after 14 hours 6 minutes, affecting Self-service portal and Self-service portal and 1 more, on April 22, 2026.
The issue has been successfully resolved. Our team has implemented the necessary fixes, and services have returned to normal operation. We will continue to monitor closely to ensure ongoing stability.
Affected components
Update timeline
- investigating Apr 22, 2026, 03:02 AM UTC
We are currently experiencing issues with the Self Service portal. The Service Bot integrated with Microsoft Teams (Virtual Agent) is not responding as expected and may return errors during interactions. Our teams are actively investigating the issue and working to restore full service. Further updates will be shared as progress is made.
- identified Apr 22, 2026, 02:00 PM UTC
Our engineering team has identified the root cause of the issue with the Self Service portal affecting the Service Bot integrated with Microsoft Teams (Virtual Agent). We are currently working on implementing a fix to restore full service and will provide further updates as progress is made.
- identified Apr 22, 2026, 03:00 PM UTC
Our team has identified the issue and actively working towards resolving it. We are closely monitoring the situation and will share further updates as more information becomes available.
- resolved Apr 22, 2026, 05:08 PM UTC
The issue has been successfully resolved. Our team has implemented the necessary fixes, and services have returned to normal operation. We will continue to monitor closely to ensure ongoing stability.
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