Subject: Update: our email delivery outage on October 20
From: "Team Freshworks" <[email-masked]>
To: "Seeta Kunwar" <[email-masked]>
Date: Fri, 23 Oct 2020 13:41:37 +0000 (UTC)

On October 20, 2020 between 04:41 PDT and 16:41 PDT, you might have experienced some issues with your Freshworks products that involved email. Hello, On October 20, 2020 between 04:41 PDT and 16:41 PDT, you might have experienced some issues with your Freshworks products that involved email. For example, you might not have received transactional emails like password reset or been able to email your customers or leads or receive data exports via email as expected. This was because of some unexpected service disruption from the email provider we used to deliver email, Sendgrid. Sendgrid services are up and running now, but we wanted to make sure you’re in the loop as to what happened. What have we done so far? As an immediate corrective measure, we set up an alternate mechanism to ensure that customers wouldn’t be affected for a significant period by the service disruption. However, this might have led to some slightly unusual, unexpected behavior. Emails that were queued up to be sent when the service outage hit Freshworks would have been delivered by now. Emails that were sent to you during the outage will likely have a delayed arrival in your inbox. We apologize for the inconvenience caused. Next steps Going forward, to ensure redundancy, we plan to migrate all our products to our internal email service and keep Sendgrid as a backup to ensure continuity of email services. How can you stay updated on future issues? Subscribe to the status update page of your favorite Freshworks products: Freshdesk, Freshservice, Freshsales, Freshchat, Freshcaller. If you have any questions, please feel free to reply to this email or write to [email-masked]. Regards, Team Freshworks Message sent by Freshworks Inc at 2950 S Delaware Street, Suite 201, San Mateo, California, USA. Don't want to receive emails from us? Manage your email preferences here. Powered by Freshworks