Freshdesk has been highly reliable recently: StatusBird's independent monitoring recorded 100.0% availability and zero major incidents over the last 90 days.
Numbers alone do not tell you whether to worry, so this post also covers what actually breaks when Freshdesk has problems and how to get warned early.
What is Freshdesk?
Freshdesk is a customer support helpdesk from Freshworks that centralizes email, chat, phone, social, and WhatsApp conversations into tickets. E-commerce stores use it to manage order questions, returns, and complaints, often with Shopify integration so agents see order data next to each ticket, plus automations, canned responses, and self-service knowledge bases.
Freshdesk uptime and outage history
| Metric (90 days, as of July 2026) | Value |
|---|---|
| Availability | 100.0% |
| Reliability grade | A+ |
| Major incidents | 0 |
| Total major-outage downtime | 0 minutes |
| Average incident duration | n/a |
| Most recent major incident | None in the last 90 days |
| Checks in window | 45,546 |
Among the 4 customer support services StatusBird monitors, Freshdesk currently holds the top reliability position for the 90-day window. See the full ranking of customer support tools by reliability.
What happens to your store when Freshdesk goes down?
When Freshdesk is down, support agents lose access to the ticket queue, so customer inquiries pile up unanswered and SLA timers keep running against open tickets. Incoming emails to support addresses are typically still received and converted to tickets once service recovers, but live channels like chat widgets and portal logins fail outright, leaving customers with no immediate way to reach you. Any order lookups, automations, and integrations tied to Freshdesk also stop working.
Typical symptoms during a Freshdesk outage:
- Agents cannot log into Freshdesk or the dashboard fails to load
- The support portal and knowledge base return errors for customers
- The chat or messaging widget on your store fails to load
- New tickets stop appearing even though customers say they emailed
- Freshdesk API integrations and automations stop executing
If you are in the middle of an incident right now, see what to do when Freshdesk goes down for a step-by-step playbook.
Frequently asked questions
Are customer emails lost while Freshdesk is down?
Generally no. Email travels through mail servers that retry delivery, and Freshdesk converts queued messages to tickets once it recovers, so expect a delayed burst rather than losses. Messages sent through the chat widget or portal during the outage are the ones most likely to have failed.
How do I keep answering customers during a Freshdesk outage?
Go around the helpdesk: log into the underlying support mailbox directly and reply from there, and route urgent contacts to phone or social DMs. Track what you answered manually so agents can close or merge the duplicate tickets that appear when Freshdesk catches up.
How this data is measured
StatusBird checks Freshdesk's status every 2 minutes, around the clock, independently of the vendor. The availability figure counts major and critical outages only; minor degradation is excluded so numbers are not skewed by vendors that report small blips near-continuously. Grades run from A+ to F. See the live numbers on the Freshdesk reliability page and current status on the Freshdesk status page, or browse all 84 service grades.
Know before your customers do
StatusBird monitors Freshdesk and 83 other services online stores depend on, plus your own storefront, every 2 minutes. When something goes down you get an SMS, email, or Slack alert with plain-English context, usually before the official status page catches up. Start monitoring free, no card required for the free plan.