Freshservice had 68 outages in the last 2 years totaling 401h 35m of downtime — averaging 2.8 incidents per month.
There were 68 Freshservice outages since October 25, 2024 totaling 401h 35m of downtime. Each is summarised below — incident details, duration, and resolution information.
We are investigating an issue where ticket related global search is returning no results. We are working to restore it.
The issue has been resolved and the affected services have been restored. All functionality is now operating as expected.
We are experience issue with incoming and outgoing calls through Freshcaller application. Our engineering team is actively working to resolve the issue and will share updates as progress is made.
The issue affecting incoming and outgoing calls has been resolved. Our team will continue to monitor the service to ensure ongoing stability.
Customers would be experiencing slowness across list views and updates would not be reflected immediately. Our team is actively investigating the root cause and working to restore normal service as quickly as possible.
Our engineering teams are actively engaged and working to mitigate the ongoing issue. We will provide further updates as more information becomes available.
Our engineering team continues to work with high priority to resolve the issue. We will keep you posted with further updates.
Our engineering team has identified the issue and is actively working to restore normal service. We appreciate your patience and will share the next update as soon as possible.
Our engineering team has implemented the required fix, and the issue affecting performance in List View has been resolved.
We are currently investigating an issue where Web Request nodes in Workflow Automators that use external URLs are returning HTTP 400 (Bad Request) responses. This is impacting workflows that rely on these external API/web requests and may result in workflow execution failures.
Our team has identified the issue and is actively working on a resolution. We are currently implementing the necessary fixes to restore normal service. We will provide another update once the fix has been implemented.
The issue was resolved for the US regions at 9:32 PM IST, and Our team is continuing to work on the EUC region and will provide further updates as we make progress.
The issue has been resolved and the affected services have been restored. All functionality is now operating as expected.
A subset of customers is currently experiencing issues when attempting to submit service requests using catalog items. The issue occurs only when there are Conditions configured for the 'Request For' field for the Service Catalog Items. Our team is actively investigating the root cause and working to restore normal service as quickly as possible.
Our engineering team has identified the issue and is actively working to restore normal service. We appreciate your patience and will share the next update as soon as possible.
We are working toward a resolution and will continue to share updates as needed.
The issue affecting a subset of customers submitting service requests with catalog items has been resolved. We are continuing to have this closely monitored
We are currently investigating an issue affecting a subset of customers where the Resolution Note tab remains stuck in a loading state on the Ticket Edit page. As a result, customers may be unable to edit ticket properties or resolve tickets, and Business Rules may not execute as expected.
Our engineering teams are actively engaged and working to mitigate the ongoing issue. We will provide further updates as more information becomes available.
We have identified the issue and are working toward a resolution. We will continue to share updates as needed.
The issue has been resolved. We will continue to monitor it to ensure stability.
We are currently experiencing an issue where Report Permissions are missing from the IT Supervisor and Change Manager roles. Customers with agents assigned to these roles will see a direct impact in Analytics, rendering them unable to access widgets, view data exports, or manage schedules.
Our engineering teams are actively engaged and working to mitigate the ongoing issue. We will provide further updates as more information becomes available.
We have identified the issue and are working toward a resolution. We will continue to share updates as needed.
The issue has been fixed is now & services are back to normal. We are continuing to have this closely monitored
We are aware that some customers may experience delays or failures when sending emails to microsoft recipients, caused by a delivery issue on Microsoft's end (Exchange Online Protection throttling/server busy errors). This is not caused by an issue on our platform. We are actively monitoring the situation and will provide updates as more information becomes available. Affected emails are typically queued and retried automatically; no action is required from customers at this time.
We continue to investigate the email delivery delays affecting some customers sending via Outlook. We have engaged our messaging service provider (MSP) and are working with them to resolve the underlying issue on Microsoft's end. We will post another update as soon as we have more information.
The email delivery issue affecting some customers sending via Outlook has been resolved. The underlying issue on Microsoft's end has been cleared, and previously failed emails have been retried. If you notice any emails still missing, they will be auto-retried and delivered shortly with a slight delay. We apologize for any inconvenience caused.
We are currently investigating an issue affecting a subset of customers when accessing ticket-related pages. Our team is actively looking into the issue and working toward a resolution. We will provide another update soon.
We have successfully resolved the issue affecting ticket-related pages, and all systems are back to normal.
We are currently investigating an issue impacting access to the Support Portal. Subset of Customers began experiencing the issue at the following times: AP-SOUTH-1 : 9:00 AM IST EU-CENTRAL-1 : 11:00 AM IST US-EAST-1 : 5:00 PM IST Our team is actively investigating the issue and working to restore normal service as quickly as possible. We will provide further updates as more information becomes available.
This issue has been resolved. Access to the Support Portal has been fully restored. We apologize for any inconvenience caused and thank you for your patience.
We’re facing issue with incoming emails for customers who are using Microsoft custom mail server. Users may be unable to authenticate their mailboxes or sync incoming emails.
We are currently working with our third-party service provider to address this issue. We will share further updates as more information becomes available.
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.
The third-party service provider has resolved the issue. Mailbox authentication and email syncing are now fully operational.
We are currently investigating an issue impacting product search functionality in Freshservice. Users may experience difficulties or delays while searching for products. Our team is actively investigating the issue and working to restore normal search functionality as soon as possible. We will provide further updates as more information becomes available.
The issue affecting product search functionality in Freshservice has been successfully resolved. Product search is now functioning normally, and users should be able to search for products as expected.
The issue affecting the end user portal availability has been successfully resolved. Access to the portal has been fully restored.We are continuing to monitor the system closely to ensure ongoing stability.
A third-party cloud infrastructure issue in the eu-central-1 region caused a partial disruption affecting the OCS module. Mitigation measures were implemented, the module recovered successfully, and continuous monitoring confirmed stable operations.
Customers are facing issues in accessing freshservice portal in EUN region. Our team has identified the issue and is actively investigating the impact and working towards a resolution.
Our engineering team is working on it with high priority and we will keep you posted with further updates.
The login issue affecting the Freshservice EUN region has now been resolved. Customers who are still experiencing login problems are advised to open a new browser tab and try logging in to the portal again. We appreciate your patience while we worked to resolve this issue.
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.
We are investigating this issue with our third-party service provider. We will post an update here as soon as we have more information.
The issue has been resolved following recovery from our third-party provider. All services are now operating normally, and our team will continue to monitor the situation.
We are currently experiencing intermittent issues affecting Tickets (including requested items and time tracking), as well as Problem, Change, Release, and ITAM modules, with creation, update, and deletion actions. Our engineering team is actively investigating and working to resolve the issue with high priority.
Our team is actively working to restore normal service. We are closely monitoring the situation and will share further updates as they become available.
Our team continues to work on implementing and validating the fix for the identified issue. We are closely monitoring the situation and will provide further updates as progress is made.
The issue has been resolved, and services are operating normally. Our team will continue to monitor the system to ensure stability.
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.
The issue has been resolved and all affected services are now operating normally. We will continue to monitor to ensure stability.
We experienced performance issues affecting the search module. Our engineering team has identified and resolved the issue, and the service is now operating normally.
Customers would be experiencing issues when attempting to trigger approvals manually, through workflows, or via API, resulting in a "Something went wrong" error; this has been resolved by restoring the underlying approval service configurations, and users can now process approvals as expected.
We are currently experiencing an issue with outgoing emails pertaining to custom mail server. Our team is actively working towards resolving the issue
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.
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.
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.
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.
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.
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.
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.