When Freshdesk Goes Down
Check the status page, tell your customers before they tell you, and plan for the pile-up when it comes back.
Checking properly
Freshworks publishes a status page covering its products and regions. Your account sits in a specific region, so a green overall status can coexist with your instance being unavailable.
Subscribe to updates before you need them. Hunting for a status page mid-incident is time you do not have.
What to do during an outage
The flood afterwards
This is the part nobody plans for. During an outage customers try to reach you, appear to fail, and try again on another channel. When service returns, everything queued is delivered at once.
Your queue then contains two or three versions of the same request from the same person, plus whatever has to be imported from the fallback mailbox. Post-outage duplicate rates are far above normal, and they land on a team already behind.
Frequently asked questions
How do I know if Freshdesk is down for everyone?+
Check the Freshworks status page for your product and region. Account-level problems look identical from your side.
What happens to email during an outage?+
It is usually queued and delivered on recovery, which is why everything arrives at once and full of duplicates.
Collapse the post-outage pile
Three tickets from one customer in one hour is exactly the pattern automatic merging is built for.
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