Freshservice Outage History

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, 03:24 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 Mar 30, 2026, 04:23 PM UTC· resolved Mar 30, 2026, 07:26 PM UTC

1. investigating Mar 30, 2026, 04:23 PM UTC

   We have identified an issue specifically affecting the execution of Alert Workflows. Our engineering team is currently focused on debugging this component to restore full functionality. We will provide a further update as soon as the root cause is identified.

2. investigating Mar 30, 2026, 05:00 PM UTC

   Our engineering team continues to troubleshoot the issue impacting alert workflow executions and is actively implementing mitigation measures to reduce impact. Ticket workflows remain unaffected. We will keep you posted with further updates.

3. investigating Mar 30, 2026, 06:00 PM UTC

   Our engineering team continues to work with high priority to resolve the issue affecting alert workflow executions. We will keep you posted with further updates.

4. resolved Mar 30, 2026, 07:26 PM 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, 02:05 PM UTC

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

   We are currently experiencing latency issues affecting some of our services. Our engineering team is actively investigating and working toward a resolution. We will continue to share updates as more information becomes available

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

   Our engineering team continues to actively work on resolving the latency impacting 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, 02:05 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 25, 2026, 02:42 AM UTC· resolved Mar 25, 2026, 12:22 PM UTC

1. investigating Mar 25, 2026, 02:42 AM UTC

   Customers in the US region experienced a brief period of Web Request and Orchestration node failures, which caused workflows to stall. The issue has now been resolved; however, workflows associated with existing tickets will not resume automatically as they have already timed out.

2. resolved Mar 25, 2026, 12:22 PM UTC

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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 07, 2026, 11:23 AM UTC· resolved Mar 07, 2026, 01:54 PM UTC

1. investigating Mar 07, 2026, 11:23 AM UTC

   We identified an issue where on-call notifications were not triggered for a subset of customers due to a configuration issue. The problem has now been resolved, and services are operating normally.

2. resolved Mar 07, 2026, 01:54 PM UTC

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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, 03:32 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, 03:32 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, 04:42 PM UTC· resolved Feb 25, 2026, 06:35 PM UTC

1. investigating Feb 25, 2026, 04:42 PM UTC

   We experienced an issue where on-call notifications were not triggered for a subset of customers due to a configuration problem. The issue has been identified and resolved, and services are now operating normally.

2. resolved Feb 25, 2026, 06:35 PM UTC

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Started Feb 19, 2026, 01:20 PM UTC· resolved Feb 19, 2026, 04:55 PM UTC

1. investigating Feb 19, 2026, 01:20 PM UTC

   We experienced an issue where on-call notifications failed due to a problem with our third-party service provider. The issue was identified and resolved in coordination with the provider, and services are now operating normally.

2. resolved Feb 19, 2026, 04:55 PM UTC

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Started Jan 27, 2026, 09:23 AM UTC· resolved Jan 27, 2026, 05:30 PM UTC

1. investigating Jan 27, 2026, 09:23 AM UTC

   We are currently experiencing issues with the Freddy AI Agent in the EUC region due to an ongoing outage with one of our third-party service providers. We are actively working with the provider to resolve this issue as quickly as possible. Further updates will be shared as they become available.

2. investigating Jan 27, 2026, 10:00 AM UTC

   We are closely collaborating with our third-party service provider to resolve the issue at the earliest. We will continue to keep you informed of any updates.

3. investigating Jan 27, 2026, 11:30 AM UTC

   Our teams, along with the third-party service provider, have identified the root cause of the issue affecting the Freddy AI Agent in the EUC region. The provider is implementing the necessary fixes to restore stability. We are actively monitoring the situation and will share the next update once we see signs of recovery.

4. investigating Jan 27, 2026, 01:00 PM UTC

   The third-party service provider is still actively working to resolve the issue. We are closely monitoring the situation and will provide further updates as soon as we receive more information from them.

5. investigating Jan 27, 2026, 03:00 PM UTC

   Our third-party service provider is progressing with their remediation efforts. We are monitoring service behaviour on our end to ensure stability during this process.

6. resolved Jan 27, 2026, 05:30 PM UTC

   The issue has been resolved, and all systems have been stable since 9:18 PM IST. The third-party service provider has also confirmed resolution on their status page. We will continue to monitor to ensure continued stability.

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Started Jan 22, 2026, 07:05 PM UTC· resolved Jan 23, 2026, 07:45 AM UTC

1. investigating Jan 22, 2026, 07:05 PM UTC

   Some users may experience delays or failures when sending or receiving emails via Outlook due to an issue with a third-party service. We are actively working with the provider to investigate the issue and will share updates as more information becomes available.

2. investigating Jan 22, 2026, 08:15 PM UTC

   We are working closely with the third-party service provider to fix the issue and we will share further information as soon as it becomes available.

3. monitoring Jan 22, 2026, 09:45 PM UTC

   Our team continues to work closely with the third-party service provider and will keep you informed of the progress toward service restoration.

4. monitoring Jan 22, 2026, 11:45 PM UTC

   We continue to collaborate closely with the third-party service provider and will update the progress shortly

5. investigating Jan 23, 2026, 01:45 AM UTC

   The third-party service provider continues working to resolve the issue and will provide the next update at 9:00 AM IST. We will keep you informed of progress toward full service restoration.

6. investigating Jan 23, 2026, 03:45 AM UTC

   We’re closely monitoring the situation in coordination with the third-party provider and actively tracking service recovery. We will continue to share timely updates as progress is made.

7. resolved Jan 23, 2026, 07:45 AM UTC

   The issue caused by the third-party provider has been fully resolved, and Email services are now operating normally. We will continue monitoring to ensure stability.

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Started Jan 05, 2026, 11:51 AM UTC· resolved Jan 05, 2026, 02:30 PM UTC

1. investigating Jan 05, 2026, 11:51 AM UTC

   A subset of customers may experience delays with incoming emails in the EU region. The team is actively working on mitigation steps and will provide updates as progress is made.

2. investigating Jan 05, 2026, 01:00 PM UTC

   Our engineers are prioritized on resolving the current EU email delays. We are monitoring the situation closely and will provide further updates shortly.

3. resolved Jan 05, 2026, 02:30 PM UTC

   The issue causing delays with incoming emails in the EU region has been resolved. We will continue to monitor the situation closely. Thank you for your patience.

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Started Jan 05, 2026, 06:30 AM UTC· resolved Jan 05, 2026, 11:05 AM UTC

1. investigating Jan 05, 2026, 06:30 AM UTC

   Customers in the EU Region may experience delays with Tickets and Conversation creations. Our team is actively investigating and working to resolve the delay.

2. investigating Jan 05, 2026, 07:30 AM UTC

   Our team is still actively working to resolve the issue causing delays with incoming emails in the EU region. We will share additional updates as progress is made.

3. investigating Jan 05, 2026, 09:00 AM UTC

   Our team remains actively engaged in resolving the issue causing delays with incoming emails in the EU region. We appreciate your continued patience and will provide further updates as soon as more information becomes available.

4. resolved Jan 05, 2026, 11:05 AM UTC

   The issue causing delays with incoming emails in the EU region has been successfully resolved. All services are now operating normally. Thank you for your patience and understanding.

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Started Dec 05, 2025, 08:48 AM UTC· resolved Dec 05, 2025, 09:11 AM UTC

1. investigating Dec 05, 2025, 08:48 AM UTC

   We are currently experiencing an issue with our third-party service provider that is affecting our product functionality. We are actively working with the provider to resolve the issue and will share further updates once they are recovered.

2. resolved Dec 05, 2025, 09:11 AM UTC

   The Issue with our third-party service provider has been resolved. All services are operating as expected, and we are monitoring closely to ensure full stability.

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Started Dec 02, 2025, 03:50 PM UTC· resolved Dec 02, 2025, 03:53 PM UTC

1. investigating Dec 02, 2025, 03:50 PM UTC

   A subset of customers experienced intermittent timeout while accessing Freshservice, including latency. The impact was temporary and automatically resolved within a few minutes after service stabilization.

2. resolved Dec 02, 2025, 03:53 PM UTC

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Started Dec 01, 2025, 01:39 PM UTC· resolved Dec 01, 2025, 01:50 PM UTC

1. investigating Dec 01, 2025, 01:39 PM UTC

   Customers in the US region may have experienced access issues with Freshservice. Our team immediately identified and fixed the issue, and all services have been fully restored. We continue to closely monitor the situation.

2. resolved Dec 01, 2025, 01:50 PM UTC

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Started Nov 10, 2025, 01:30 PM UTC· resolved Nov 10, 2025, 11:35 PM UTC

1. investigating Nov 10, 2025, 01:30 PM UTC

   We are currently experiencing an issue where Canned Responses and Solution Articles are unresponsive for subset of customers when replying to tickets. Our engineering team is actively investigating the cause and working to restore full functionality.

2. investigating Nov 10, 2025, 09:30 PM UTC

   Our engineering team is continuing to work on resolving the issue affecting Canned Responses and Solution Articles on the ticket reply page. These options may still be unresponsive for some customers. We are actively investigating and testing fixes to ensure full functionality is restored as soon as possible.

3. identified Nov 10, 2025, 10:30 PM UTC

   We have identified the cause of the issue affecting Canned Responses and Solution Articles on the ticket reply page. Our engineering team is now working on implementing a fix to restore full functionality.

4. resolved Nov 10, 2025, 11:35 PM UTC

   The problem impacting Canned Responses and Solution Articles on the ticket reply page has been successfully resolved. Our engineering team applied a fix to address the root cause, and all features are now operating normally.

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Started Oct 20, 2025, 07:11 AM UTC· resolved Oct 20, 2025, 07:35 PM UTC

1. investigating Oct 20, 2025, 07:11 AM UTC

   We are currently investigating issues affecting our services hosted on our cloud provider. Users may experience degraded performance or service interruptions during this time. Our team is actively working with the cloud provider team to identify the root cause and restore full functionality as quickly as possible. We will provide further updates as more information becomes available

2. investigating Oct 20, 2025, 08:00 AM UTC

   We are still experiencing service issues and are closely working with our cloud provider to resolve them. Our teams continue to treat this as a high-priority incident and are actively working toward full recovery. Further updates will be shared as we make progress.

3. investigating Oct 20, 2025, 08:45 AM UTC

   The issue is being addressed by our cloud provider. We are actively monitoring the situation and staying in close contact for timely updates.

4. identified Oct 20, 2025, 09:30 AM UTC

   Our engineers and provider teams are continuing their work toward recovery. We appreciate your patience and will share the next update as soon as we have more details.

5. identified Oct 20, 2025, 10:00 AM UTC

   We are seeing early signs of recovery. Our cloud provider is actively working toward full restoration. We will keep you updated on the status.

6. monitoring Oct 20, 2025, 11:00 AM UTC

   Our cloud provider has nearly restored their services, and we are seeing recovery on our end as well. We are continuing to monitor the situation and will provide a next update once we receive confirmation from the provider.

7. monitoring Oct 20, 2025, 12:00 PM UTC

   Some dependent issues persist following the original outage at our cloud provider. We are monitoring the situation and will share updates as they become available.

8. monitoring Oct 20, 2025, 01:30 PM UTC

   Our cloud provider is still working to resolve the remaining issues, which continue to impact some of our services. We will provide further updates as they become available.

9. monitoring Oct 20, 2025, 04:00 PM UTC

   Our cloud provider has pinpointed the cause of the remaining service disruptions and is working to resolve them. We'll continue to monitor the situation and provide updates as they become available.

10. monitoring Oct 20, 2025, 05:00 PM UTC

    The cloud provider has implemented additional measures to resolve the issue. We will keep monitoring the situation and provide updates as soon as they are available.

11. investigating Oct 20, 2025, 06:02 PM UTC

    We have started observing issues with webapp module in Freshservice. Our teams are working closely with our cloud provider to address and resolve them.

12. investigating Oct 20, 2025, 07:00 PM UTC

    Our cloud provider is still working to resolve the issue. We are monitoring the situation closely and will provide the next update within the next two hours

13. investigating Oct 20, 2025, 07:30 PM UTC

    Our cloud provider has implemented the fix, and all our services have been fully restored. We will continue to monitor the situation closely over the next few hours to ensure stability. The status page will be marked as resolved once we receive final confirmation from our service provider.

14. resolved Oct 20, 2025, 07:35 PM UTC

    The issue has been fully resolved, and all services are now operating normally. We appreciate your patience while we worked with our provider to restore full functionality.

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Started Oct 07, 2025, 08:05 AM UTC· resolved Oct 07, 2025, 09:10 AM UTC

1. investigating Oct 07, 2025, 08:05 AM UTC

   We are currently aware of an ongoing maintenance activity with our service provider that may cause increased latency for a subset of customers in the US region when accessing the application. Our teams are monitoring the situation closely, and we will provide updates as the maintenance progresses

2. resolved Oct 07, 2025, 09:10 AM UTC

   Ongoing maintenance activity with our third party service provider has been completed, and the issue is now resolved.

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Started Oct 02, 2025, 02:25 PM UTC· resolved Oct 02, 2025, 02:35 PM UTC

1. investigating Oct 02, 2025, 02:25 PM UTC

   Customers may have experienced performance issues with the search functionality in Freshservice due to an issue with a third‑party service provider. This has been resolved, and the search functionality is now working as expected.

2. resolved Oct 02, 2025, 02:55 PM UTC

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Started Aug 25, 2025, 06:34 PM UTC· resolved Aug 25, 2025, 06:49 PM UTC

1. investigating Aug 25, 2025, 06:34 PM UTC

   A subset of customers was seeing intermittent login failures between 12:04 AM and 12:19 AM IST. The issue is resolved now and login functionality working normal.

2. resolved Aug 25, 2025, 06:49 PM UTC

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Started Aug 21, 2025, 05:25 PM UTC· resolved Aug 21, 2025, 07:45 PM UTC

1. investigating Aug 21, 2025, 05:25 PM UTC

   We are aware that some customers may be experiencing intermittent issues while using the search option in Freshservice. Our team is actively investigating the cause and working to restore full functionality at the earliest. We sincerely apologize for the inconvenience caused and appreciate your patience.

2. investigating Aug 21, 2025, 05:55 PM UTC

   Our team is closely working with the service provider to resolve the problem and restore normal functionality at the earliest. We will continue to share updates as we have them. We appreciate your patience and sincerely apologize for the inconvenience.

3. investigating Aug 21, 2025, 07:26 PM UTC

   Due to an ongoing issue with our service provider, customers in certain locations from US region may experience latency while accessing the application.

4. resolved Aug 21, 2025, 07:45 PM UTC

   The issue has been resolved by our third-party service provider, and all services are now operating normally.

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