Today Freshdesk service was down for approximately one hour between 5:30 AM – 6:30 AM US Eastern Time.
The reason given to us by our hosting provider (Engine Yard) was that our primary DB server crashed and we had to reboot our instances and recover the data from the previous snapshot. (Backup) All customer tickets generated via email during this period was queued and subsequently delivered as tickets in the respective accounts.
We do not know how the crash occurred (and unfortunately may never know). We are exploring options with our hosting provider to move to a different infrastructure (we are currently on Amazon EC2) with more stringent SLAs and failover options.
We apologize for the downtime and we thank you for your understanding and continued support.