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MEC to EUN migration guide

Modified on: Sat, 14 Mar, 2026 at 10:47 AM

Overview

Freshworks is migrating environments from the Middle East Central (MEC) infrastructure to the Europe North (EUN) infrastructure. This migration improves alignment of regional infrastructure, platform performance, and service reliability. The migration will occur in two phases. During the migration window, some platform features will be temporarily unavailable.


This guide explains:

  • Feature availability during each migration phase
  • Temporary feature limitations
  • Actions to complete to ensure uninterrupted access


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Migration phases

Phase 1: Core platform availability - Available in a phased rollout starting from 15 March

After the migration is completed, the following core capabilities remain available:

  • Account sign-up
  • Account sign-in
  • Ticket creation and management
  • Workflow automation
  • Alert notifications

These capabilities allow teams to continue performing essential service management operations.


Phase 2: Feature enablement - Available in a phased rollout starting from 18 March

The following features will be available in a phased rollout starting 18 March.

ProductFeature
FreshserviceMobile application sign-in
FreshserviceFreddy Artificial Intelligence (AI) features — Co-Pilot, Insights, AI Agent
FreshserviceMarketplace integrations — Microsoft Azure Active Directory (Azure AD), Slack
FreshserviceAnalytics
FreshdeskFreddy Artificial Intelligence (AI) features — Co-Pilot, Insights, AI Agent
FreshdeskFreshbots
FreshdeskAnalytics
FreshdeskMobile application sign-in


Temporary integration limitations

Freshservice integrations

Some marketplace integrations rely on third-party service providers and may not function immediately after migration. If you experience issues with the following integrations, reinstall the application. Reinstalling the application triggers a historical data synchronization, which restores the integration.


Affected integrations include:

  • Google Drive
  • Confluence

Freshchat mobile application

The Freshchat mobile application depends on an updated Software Development Kit (SDK) release.


Availability schedule:

  • Android: Available in a phased rollout starting 16 March
  • iOS: Available in a phased rollout starting 16 March

Actions required

To ensure uninterrupted access after migration, complete the following steps.

Clear the Domain Name System (DNS) cache

Clearing the Domain Name System (DNS) cache ensures that your system connects to the correct EUN regional endpoints.

If cached DNS records are used, you may experience errors such as:

  • Site not found
  • Connection refused
  • Login failures
Why does this issue occur?
Domains under *.myfreshworks.com use a Time-To-Live (TTL) value of 24 hours.
During the migration, DNS records are updated to route traffic to the EUN infrastructure. If a device continues using older cached records, the browser may attempt to connect to the previous infrastructure.
Clearing the DNS cache forces the system to retrieve updated DNS records.


Clear DNS cache on your operating system

Windows

  • Press the Windows key.
  • Search for Command Prompt.
  • Right-click Command Prompt, then select Run as administrator.
  • Run the following command: ipconfig /flushdns


If successful, the system displays the message: Successfully flushed the DNS Resolver Cache


macOS

  1. Open Terminal.
  2. Run the following command:
  3. sudo dscacheutil -flushcache; sudo killall -HUP mDNSResponder
  4. Enter your system password when prompted.


If the command succeeds, the terminal returns no output.


Linux (Ubuntu or systemd-based distributions)

  • Run the following command: sudo resolvectl flush-caches
  • For older Linux distributions, run: sudo systemd-resolve --flush-caches


Clear browser DNS cache

Modern browsers maintain an internal DNS cache separate from the operating system cache.

Clearing browser history or cookies does not remove this cache.


Google Chrome, Brave, or Microsoft Edge

  1. Open a new browser tab.
  2. Enter the following URL in the address bar: chrome://net-internals/#dns
  3. Select Clear host cache.
  4. Open the Sockets tab.
  5. Select Flush socket pools.


Mozilla Firefox

  1. Enter the following in the address bar: about:config
  2. Select Accept the Risk and Continue.
  3. Search for: network.dnsCacheExpiration
  4. Temporarily set the value to 0.
  5. After the site loads successfully, restore the default value.


Allowlist Freshworks platform Internet Protocol (IP) addresses

Your organization’s firewall must allow required Internet Protocol (IP) addresses used by the Freshworks platform.

Blocking these IP addresses may cause issues with:

  • Platform access
  • Integrations
  • Email processing

For the complete list of IP addresses, see the support article:

https://support.freshworks.com/support/solutions/articles/50000005619-allowlist-nat-ips


Reauthenticate your mailbox

After migration, email integrations may require mailbox reauthentication.

Reauthentication ensures that the platform can continue sending and receiving emails through your configured mailbox.


Mailbox configuration steps vary depending on the email service provider, such as:

  • Microsoft 365
  • Microsoft Exchange
  • Google Workspace

If needed, contact your internal IT team for assistance.


Note: To prevent the system from automatically importing large volumes of historical email messages, the default 4-day historical email retrieval has been disabled.
After the mailbox connection is established, the system retrieves new emails only from that point forward.


Importing historical emails

If you need historical email messages, contact Freshworks Support. The support team can initiate a historical email import upon request.

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