Freshservice Outage History

Freshservice experienced performance degradation across its Mumbai region, impacting 16 components including API, Authentication, Mobile App, Login, Freshcaller, Freddy AI Agent, Ticket - Service Request, Sandbox, Chat, Search, Workflow, Third Party Services, Reporting, and Web App On-Call Management. Users could encounter slower responses and intermittent access to core features such as tickets, search, and chat, with multiple services affected within the Mumbai footprint. The issue originated from a third-party service impacting multiple product areas.

Freshservice reported a brief degradation in email ticket creation. The incident began at 3:21 PM UTC and was resolved by 4:21 PM UTC, lasting about 1 hour. During the incident, users attempting to create tickets by email may have experienced delays. Freshservice issued two official status updates during the incident, and service returned to normal after the second update.

Freshservice experienced a brief degradation in incoming email processing that slowed ticket creation and conversation generation. Users attempting to create tickets via email reported delays, impacting email-based workflows during the incident window. The outage began at 10:26 AM UTC and was resolved by 11:21 AM UTC.

Freshservice issued 2 status updates during the incident as they investigated and resolved the issue; the outage lasted about 55 minutes.

Freshservice experienced a broad degradation beginning on 3:51 PM UTC due to performance issues from third-party services. The impact spanned multiple Freshservice components across Web App areas (Billing, Dashboard, Project Management, Releases) and backend services such as API, Login, and Search, as well as frontend tools like Freshcaller and Freddy AI Agent. Regions affected included US East (North Virginia), EU Central (Frankfurt), Asia Pacific (Sydney), and India (Mumbai), with dozens of components impacted and widespread user-visible slowdowns or partial outages across features.

During the incident, Mumbai region components moved to maintenance around 1:31 AM UTC and began returning to up by 2:31 AM UTC as investigators progressed. Freshservice issued four status updates during the incident. The outage persisted for roughly 14 hours and was resolved by 5:56 AM UTC with most components returning to up state.

The Freshservice platform experienced broad performance degradation starting at 11:41 AM UTC attributed to issues with a third-party service. Affected components spanned Web App features, Freshcaller, Email, Sandbox, and multiple regional deployments (MEA, APAC Sydney, EU Frankfurt, US East), likely causing slow responses and limited functionality for users across workflows such as tickets, automation, and analytics. The incident persisted for about 2 hours and 30 minutes and was resolved by 2:11 PM UTC as the status returned to normal. The provider issued 2 status updates during the event to communicate the degradation and subsequent recovery.

The Freshservice service in the Asia Pacific (Sydney) region underwent a planned maintenance window from Dec 12, 2025 1:31 PM UTC to Dec 12, 2025 2:31 PM UTC. Sixteen components were placed into maintenance during this period, including API, Authentication, Login, Chat, Freshcaller, Mobile App, Reporting, Search, Freddy AI Agent, Third Party Services, Ticket - Service Request, Sandbox, Custom Objects, Workflow, Activities & Audit Log, and more. This likely caused temporary access limitations or degraded functionality for users in Sydney, with no evidence of impact outside the region. The maintenance concluded when affected components returned to normal at Dec 12, 2025 2:31 PM UTC.

Freshservice experienced a broad maintenance window starting at 8:31 AM UTC that affected a wide range of Web App components and MEA region services, including Billing, Email, Dashboard, Tickets, Projects, and Analytics. During this period, users reported degraded performance and intermittent errors across multiple features; for example, 500 Internal Server Errors were observed in Brussels and Edgware around 8:49 AM UTC to 8:54 AM UTC. The maintenance affected dozens of components across the Web App and MEA services, indicating a broad but controlled disruption.

The outage began at 1:45 PM UTC and was resolved by 1:53 PM UTC, lasting about 8 minutes. Freshservice users across multiple regions reported the main website and ticketing portal were inaccessible with 503 errors, and in some cases the status page itself was unavailable. The incident appeared global, with reports from North America, Europe, Asia, and other regions indicating widespread impact on core services.

Freshservice experienced degraded performance across its Web App for a period spanning Nov 18, 2025 1:21 PM UTC to Nov 18, 2025 3:01 PM UTC, lasting about 1 hour 40 minutes. The issue affected 17 Web App components, including Billing, Analytics, Dashboard, Tickets, and On-Call Management, with users potentially seeing slower pages, longer response times, or intermittent access to the Freshservice web interface.

Freshservice experienced a period of degraded performance affecting canned responses and knowledge base articles. Users attempting to use automated replies or access solution articles may have experienced slower responses or difficulties during the incident window. The issue began at 9:36 PM UTC and was resolved by 11:41 PM UTC, lasting approximately 2 hours and 5 minutes.