Hi ​@LSA :

I understand the URL wss-web.eu.freshchat.com you are referring resolved to 10.10.1.3 and may I know if this IP you are referring is connected to private and not public?

Could you please explained more of your concern to check this further?

Thank you.  

Hello,

at some point while using the FreshService, it tries to connect to that address…

https://wss-web.eu.freshchat.com/socket.io/?EIO=3&transport=polling&t=…..

I would like to know why this hostname resolves to a private IP address, if there is a misconfiguration anywhere, etc.

Best regards

Hi ​@LSA :

We need to check this with our devs, could you please write a email to support@freshchat.com with complete page screenshot or video recording of when it exactly connecting to this address from your Freshservice account and we will update you over the email itself.