Histórico de interrupções do Deskpro

1. 21 Here 2026 da 08:51 UTCmonitoring

   Estamos cientes de duas vulnerabilidades de segurança no PHP, a linguagem de programação Deskpro é construída sobre: CVE-2026-109618 e CVE-2026-109619. O PHP agendou uma versão de segurança para as 14:00 UTC (15:00 BST) hoje, 21 de outubro, que é esperado corrigi-los. - Estamos nos preparando para aplicar a correção do PHP na Deskpro Cloud assim que for lançado. - Se você mesmo hospedar o Deskpro, compartilharemos orientações sobre atualização quando a correção do PHP estiver disponível. Se tiver alguma dúvida, contacte a nossa equipa de apoio.

2. 21 Here 2026 da 09:58 UTCmonitoring

   Regras adicionais de firewall de aplicação web agora estão ativas na Deskpro Cloud. Nosso provedor de rede os liberou em resposta a esses relatórios, e estamos confirmando que eles funcionam como esperado. O lançamento de segurança do PHP ainda está agendado para as 14:00 UTC (15:00 BST) hoje. Assim que sair, construiremos, testaremos e faremos um lançamento atualizado da Deskpro Cloud. Isto vai demorar várias horas, e vamos postar aqui quando o lançamento começar. Se você mesmo hospedar o Deskpro (DPC), compartilharemos orientações assim que a correção do PHP estiver disponível.

3. 21 Here 2026 da 12:28 UTCmonitoring

   O Deskpro Cloud está sendo desligado temporariamente como precaução, de acordo com as orientações do UK National Cyber Security Centre (NCSC). https://www.ncsc.gov.uk/news/critical-security-feeding-php

4. 21 Here 2026 da 13:47 UTCmonitoring

   Correcção: O PHP lançou correções para as duas vulnerabilidades críticas, CVE-2026-109618 e CVE-2026-109619. Sua assessoria de segurança está aqui: https://www.php.net/archive/2026.php#2026-10-21-5 Estamos esperando as imagens oficiais do docker PHP para que possamos construir e testar versões atualizadas do Deskpro com o PHP patched. A Deskpro Cloud ficará offline até que a correção esteja no lugar, e traremos serviços de volta assim que for seguro fazê-lo. Nossa próxima atualização será às 17:00 BST.

5. 21 Here 2026 da 15:04 UTCmonitoring

   O PHP publicou correções para duas vulnerabilidades críticas, CVE-2026-109618 e CVE-2026-109619 (https://www.php.net/archive/2026.php). Seguindo as orientações da NCSC do Reino Unido (https://www.ncsc.gov.uk/news/critical-security-feeding-php), a Deskpro Cloud permanece offline como precaução. Estamos construindo e testando versões remendadas agora. Os sites da nuvem retornarão assim que a versão remendada for implantada e verificada. Ainda não podemos dar um tempo de restauração. O e-mail enviado para os helpdesks da Cloud durante a falha ainda está sendo recebido e será processado quando o serviço for restaurado. Suporte: support.deskpro.com está offline. Por favor, e-mail [email protected] onde estamos monitorando a correspondência de entrada. Self-hosted: Nós enviaremos e-mail aos clientes quando uma versão remendada estiver disponível. Até lá, siga as orientações do nosso e-mail anterior hoje.

6. 21 Here 2026 da 15:50 UTCmonitoring

   Continuamos a preparar e testar uma versão patched do Deskpro usando as correções lançadas pelo PHP. A Deskpro Cloud ficará offline até que a versão remendada seja implantada e verificada, até agora, não podemos dar um tempo de restauração. O e-mail enviado para os helpdesks da Cloud durante a falha ainda está sendo recebido e será processado quando o serviço for restaurado. support.deskpro.com permanece offline; por favor, envie um email [email protected]. Self-hosted: Nós enviaremos e-mail aos clientes quando uma versão remendada estiver disponível. Até lá, siga as orientações do nosso e-mail anterior hoje.

7. 21 Here 2026 da 16:39 UTCmonitoring

   Ainda estamos a trabalhar na versão remendada do Deskpro. O progresso é mais lento do que esperávamos devido aos atrasos nas fontes de software de terceiros que nós e muitos outros provedores de software em todo o mundo dependemos para as correções do PHP. A Deskpro Cloud ficará offline até que a versão remendada seja implantada e verificada. Ainda não podemos dar um tempo de restauração.

8. 21 Here 2026 da 17:34 UTCmonitoring

   Continuamos a trabalhar na versão remendada do Deskpro. Estamos vendo atrasos significativos nas fontes de software de terceiros de que nós e muitos outros provedores de software em todo o mundo dependemos para as correções do PHP e que nos permitem enviar mudanças com segurança. A Deskpro Cloud ficará offline até que a versão remendada seja implantada e verificada. Ainda não podemos dar um tempo de restauração.

9. 21 Here 2026 da 18:33 UTCmonitoring

   We are continuing to work on the patched version of Deskpro and have been able to make significant progress to being able to release. We are still seeing significant delays in the third-party software sources that is hampering us but continuing to monitor a progress where we can. Deskpro Cloud will stay offline until the patched version has been deployed and checked. We cannot yet give a restore time.

10. 21 Here 2026 da 19:30 UTCmonitoring

    The patched versions for Deskpro have been built, tested and are being prepared for release. We are still seeing significant delays in the third-party software sources that is slowing us down from deploying but are continuing to work on this. Deskpro Cloud will stay offline until the patched version has been deployed and checked. We cannot yet give a restore time.

11. 21 Here 2026 da 20:53 UTCmonitoring

    The patched versions for Deskpro have been built, tested and we are preparing to release. We are still seeing significant delays in the third-party software sources that is slowing us down from deploying but are continuing to work on this. Once we have successfully deployed the patches to Deskpro Cloud we will begin to return access to the helpdesks.

12. 21 Here 2026 da 21:54 UTCmonitoring

    Deployment of the patched versions of Deskpro to Cloud customers is under way. We are rolling out the changes across our Cloud infrastructure, and helpdesks will begin coming back online once the patched versions are deployed and checked. We cannot yet give an exact restore time.

13. 21 Here 2026 da 23:10 UTCmonitoring

    We have started bringing Deskpro Cloud helpdesks back online with the patched version. Helpdesks hosted in our EU region are now available again. We are working through the remaining regions and will restore access to the rest of our Cloud customers as each one is completed and checked. If your helpdesk is still showing this status page, it has not been restored yet; please bear with us.

14. 22 Here 2026 da 00:01 UTCmonitoring

    Helpdesks hosted in our UK region are now back online with the patched version, joining our EU region. We are now working on our US region and will restore access to the remaining Cloud customers once it has been completed and checked. We cannot yet give an exact restore time for the US region. If your helpdesk is still showing this status page, it has not been restored yet; please bear with us.

15. 22 Here 2026 da 00:10 UTCmonitoring

    The patched version has now been deployed to our US region and we are carrying out final checks before restoring access. Helpdesks in our EU and UK regions remain available. If your helpdesk is still showing this status page, it has not been restored yet; please bear with us.

16. 22 Here 2026 da 00:20 UTCmonitoring

    All Deskpro Cloud helpdesks are now back online with the patched version, including those hosted in our US region. We will continue to monitor closely. If you notice anything unexpected with your helpdesk, please contact us via support.deskpro.com.

17. 22 Here 2026 da 09:23 UTCresolved

    All Deskpro Cloud helpdesks remain online on the patched version. We are now working through some follow-on effects of yesterday's outage. Email: Email sent to Cloud helpdesks during the outage has been processed. If you think a message is still missing, please contact our support team with the address it was sent to and roughly when. Self-hosted: Patched releases are available (Deskpro 2026.4.17 and DPC 2.27.13) and we strongly recommend customers update as per guidance from the UKs National Cyber Security Centre, the USAs National Security Agency and the EUs Agency for Cyber Security. A release for ARM servers will follow, and we will email affected customers when it is ready. If you notice anything else unexpected, please contact us via support.deskpro.com. References: - https://www.ncsc.gov.uk/news/critical-security-issue-affecting-php - https://www.nsa.gov/Press-Room/Press-Releases-Statements/Press-Release-View/Article/4630238/nsa-advisory-critical-patches-recommended-for-php-vulnerabilities/ - https://www.enisa.europa.eu/news/joint-statement-on-critical-php-vulnerabilities

Traduzido automaticamente da atualização oficial do incidente.

1. 20 Eost 2026 da 15:13 UTCinvestigating

   Alguns clientes em nossa região de hospedagem dos EUA estão tendo erros com conexões de IA gerenciadas pela Deskpro, o que pode impedir que recursos de IA sejam configurados ou usados. Estamos a investigar.

2. 20 Eost 2026 da 15:52 UTCmonitoring

   A questão foi atenuada e as características de IA estão funcionando normalmente.

3. 20 Eost 2026 da 17:20 UTCresolved

   O problema foi corrigido, e a funcionalidade de IA agora está funcionando normalmente.

Traduzido automaticamente da atualização oficial do incidente.

1. 19 Eost 2026 da 07:42 UTCinvestigating

   Estamos a investigar relatórios de que as imagens e anexos não estão a ser carregados para alguns serviços de ajuda na nossa região da UE. Agentes afetados veem as imagens em falta nos tickets existentes, e algumas respostas contendo imagens falham com um erro. Tickets, respostas e todas as outras funções estão funcionando de outra forma. As respostas somente de texto enviam normalmente.

2. 19 Eost 2026 da 08:46 UTCmonitoring

   As imagens e os anexos estão a carregar normalmente em toda a região da UE, e não recebemos novos relatórios desde as 07:00 UTC. Se você ainda estiver vendo imagens em falta, por favor, atualize seu navegador primeiro, e entre em contato conosco no support.deskpro.com se o problema persistir. Ainda não estabelecemos o que causou isto e continuamos a investigar. Atualizaremos esta página com nossas descobertas.

3. 19 Eost 2026 da 10:36 UTCresolved

   Esta questão foi resolvida. A causa foi uma mudança interna de como nossos sistemas renovam suas credenciais de acesso, que deixaram o armazenamento de arquivos temporariamente inacessível. O acesso foi restaurado automaticamente às 07:00 UTC e a mudança foi corrigida. Apenas a região da UE foi afectada. Lamentamos a interrupção.

Traduzido automaticamente da atualização oficial do incidente.

1. 24 Gouere 2026 da 09:27 UTCinvestigating

   Atualmente estamos investigando relatórios de problemas de autenticação usando o Google SSO. Outros métodos de autenticação parecem não ser afetados.

2. 24 Gouere 2026 da 10:26 UTCidentified

   A questão foi identificada e estamos a trabalhar numa solução.

3. 24 Gouere 2026 da 11:46 UTCmonitoring

   Foi implementada uma correção temporária para aqueles que foram afetados. Estamos actualmente a trabalhar numa solução a mais longo prazo.

4. 27 Gouere 2026 da 13:42 UTCresolved

   Este incidente foi resolvido.

Traduzido automaticamente da atualização oficial do incidente.

1. 15 Gouere 2026 da 09:36 UTCresolved

   Entre 7h30 e 7h44 da manhã, o acesso ao Deskpro foi degradado por aproximadamente 14 minutos. A interrupção ocorreu durante a manutenção da infraestrutura programada, parte de nosso trabalho contínuo de endurecimento após o recente incidente de serviço. A manutenção levou mais tempo do que o previsto. O serviço foi totalmente restaurado às 7:44 e todos os sistemas funcionam normalmente. Nenhum dado foi perdido ou afetado.

Traduzido automaticamente da atualização oficial do incidente.

1. 13 Gouere 2026 da 15:38 UTCresolved

   Entre aproximadamente 13:36 e 14:15 BST, alguns clientes experimentaram erros e desempenho lento ao usar Deskpro. Isso foi causado por um problema com um de nossos servidores de banco de dados. Nossa equipe identificou o servidor afetado e redirecionou o tráfego para longe dele, restaurando o desempenho normal. Abrimos uma investigação com o nosso fornecedor de infra-estruturas para determinar a causa principal.

Traduzido automaticamente da atualização oficial do incidente.

1. 15 Mezheven 2026 da 15:39 UTCinvestigating

   We're aware that some users may occasionally see an error when adding attachments to ticket replies. The issue is intermittent and uploads typically succeed when retried. The rest of the product is working normally and no data has been affected. Our team is investigating and working on a fix, and we'll share an update shortly.

2. 15 Mezheven 2026 da 20:17 UTCinvestigating

   We are aware of an issue affecting some customers where attachment uploads intermittently fail with an error. Intermediate steps have been taken to reduce the impact. Background jobs are currently degraded while we continue to investigate a permanent fix.

3. 17 Mezheven 2026 da 07:08 UTCidentified

   We identified an issue affecting a subset of customers in the US region that caused intermittent errors when uploading file attachments and delays in search results reflecting recent activity. Our engineering team applied mitigations on 16 June that restored attachment uploads for affected customers. We are continuing work this morning to fully resolve the underlying cause and clear the remaining backlog, so that search results return to normal. We will post a further update once this is resolved.

4. 18 Mezheven 2026 da 07:15 UTCmonitoring

   We identified an issue affecting some Deskpro Cloud accounts that caused intermittent errors when uploading file attachments, and delayed search results with a persistent "search is indexing" message. We have applied mitigations, and attachment uploads are now working again for the large majority of affected accounts. Search indexing is still running behind on some accounts, so recently added content may take a little longer than usual to appear in search results. We are deploying permanent fixes and working through the backlog in the background. No action is required from customers - we are monitoring closely and will update this page as the situation improves

5. 25 Mezheven 2026 da 10:17 UTCmonitoring

   A fix has been deployed to production. The underlying issue has been resolved and we are monitoring systems closely to confirm full stability. If you continue to experience problems, please contact our support team.

6. 26 Mezheven 2026 da 13:54 UTCresolved

   This issue is now resolved. We have removed the mitigations that were put in place and confirmed normal operation. We'll continue to monitor closely to ensure stability and will provide a further update if anything changes.

1. 20 Mae 2026 da 12:03 UTCidentified

   We are currently experiencing an issue affecting outbound messaging on WhatsApp and Meta social channels. Our team has identified the cause and a fix is in progress.

2. 22 Mae 2026 da 09:20 UTCmonitoring

   A change has been implemented to restore agent replies on WhatsApp and Meta social channels. We are continuing to monitor the results.

3. 26 Mae 2026 da 09:07 UTCresolved

   The issue has now been resolved. Agent replies on WhatsApp and Meta social channels are sending as expected.

1. 7 Mae 2026 da 09:13 UTCinvestigating

   A subset of customers on Deskpro Cloud are experiencing issues with inbound calls not alerting agents. We are currently investigating this issue.

2. 7 Mae 2026 da 09:56 UTCmonitoring

   We have identified the cause and applied a configuration fix to all affected customers. Inbound call alerting is now restored. We are monitoring to confirm full resolution.

3. 7 Mae 2026 da 15:22 UTCresolved

   Inbound call alerting has been restored for all affected customers.

1. 23 Ebrel 2026 da 17:40 UTCinvestigating

   A subset of customers on Deskpro Cloud are experiencing delays for incoming emails. We are currently investigating this issue.

2. 23 Ebrel 2026 da 20:12 UTCmonitoring

   A fix has been implemented and delayed messages will start being reprocessed.

3. 23 Ebrel 2026 da 22:32 UTCresolved

   This incident has been resolved.

1. 27 Meurzh 2026 da 12:38 UTCidentified

   We're aware of reports of some customers seeing the warning message "search is behind indexing". We're currently investigating and adding additional resource to mitigate in the mean time.

2. 27 Meurzh 2026 da 15:32 UTCidentified

   A large number of changes have accumulated that require indexing, causing our processor to fall behind. We've added additional resources to increase throughput and are actively processing the backlog.

3. 27 Meurzh 2026 da 15:33 UTCmonitoring

   A fix has been implemented and we are monitoring the results.

4. 27 Meurzh 2026 da 16:34 UTCmonitoring

   Progress has been made working through the backlog. The additional resource is still up and we will continue to monitor progress.

5. 27 Meurzh 2026 da 17:15 UTCmonitoring

   The backlog continues to reduce and we will continue to monitor over the weekend. A minority of accounts may continue to see the warning message as the final backlog gets processed.

6. 30 Meurzh 2026 da 10:49 UTCresolved

   After monitoring over the weekend, this incident has been resolved.

1. 6 Cʼhwevrer 2026 da 13:54 UTCinvestigating

   We are currently investigating an issue affecting access to our service. Some users may experience intermittent availability or slower response times. Our team is actively working to identify the cause and restore full service as quickly as possible.

2. 6 Cʼhwevrer 2026 da 13:55 UTCinvestigating

   We are continuing to investigate this issue.

3. 6 Cʼhwevrer 2026 da 15:14 UTCmonitoring

   Usual service restored & monitoring situation.

4. 6 Cʼhwevrer 2026 da 15:50 UTCresolved

   This incident has been resolved.

1. 8 Genver 2026 da 08:52 UTCinvestigating

   We are currently investigating a gateway timeout issue affecting a subset of customers.

2. 8 Genver 2026 da 08:59 UTCinvestigating

   We are continuing to investigate this issue.

3. 8 Genver 2026 da 09:09 UTCmonitoring

   We have identified the gateway timeout issue affected customers on a specific cloud region. Whilst we continue to investigate we can see sites have recovered and are monitoring the situation.

4. 8 Genver 2026 da 09:54 UTCresolved

   This incident has been resolved.

1. 10 Kerzu 2025 da 08:39 UTCmonitoring

   We’ve identified an issue affecting service availability and are actively implementing a fix. Normal operation is expected to return soon, and we will provide updates as recovery progresses.

2. 10 Kerzu 2025 da 08:50 UTCmonitoring

   Normal service has now been restored, and we are continuing to monitor.

3. 10 Kerzu 2025 da 11:10 UTCresolved

   This incident has been resolved.

1. 24 Du 2025 da 11:50 UTCinvestigating

   We’re aware that some customers’ agents are unable to log in. Our team is actively investigating the issue. In the meantime, performing a hard refresh and clearing your browser cache may help resolve the problem.

2. 24 Du 2025 da 16:27 UTCmonitoring

   The earlier issues affecting agent logins have now been resolved. All services are operating normally, and we’re continuing to monitor to ensure stability.

3. 24 Du 2025 da 20:25 UTCresolved

   This incident has been resolved.

1. 18 Du 2025 da 12:46 UTCmonitoring

   Cloudflare, a service provider used all over the world including by Deskpro, is having global network issues. This is causing intermittent issues accessing Deskpro and performing certain functions (e.g. downloading attachments), as well as APIs required by third-party services (e.g. telephony services, SMS, WhatsApp). Cloudflare is aware of the problem and service is recovering. You can follow along here: https://www.cloudflarestatus.com/

2. 18 Du 2025 da 13:12 UTCmonitoring

   Cloudflare report that they have identified the problem and that a fix is being implemented.

3. 18 Du 2025 da 15:04 UTCresolved

   Cloudflare report that the issue has been resolved. Normal service should be fully restored. If you continue to experience any issues, please reach out to [email protected].

1. 2 Here 2025 da 08:59 UTCinvestigating

   We are aware of an issue causing degraded performance with outbound voice calls, affecting some customers. Our team is currently investigating and working to resolve the problem.

2. 2 Here 2025 da 15:05 UTCmonitoring

   A fix has been implemented and we are monitoring the results.

3. 2 Here 2025 da 17:44 UTCresolved

   This incident has been resolved.

1. 27 Gouere 2025 da 17:54 UTCidentified

   Some customers may experience issues with Voice and WhatsApp, and the Billing page may not load correctly. This stems from an ongoing problem with a third-party service we rely on. We've identified the cause and are actively monitoring the situation while also exploring potential workarounds to reduce impact. Updates will follow as we learn more.

2. 27 Gouere 2025 da 21:08 UTCmonitoring

   Service from the third-party provider is being restored. Error rates are dropping as systems come back online. The situation is currently stable, and we’re actively monitoring for any changes.

3. 27 Gouere 2025 da 23:01 UTCresolved

   This incident has been resolved.

1. 8 Meurzh 2025 da 11:07 UTCinvestigating

   Some users may be experiencing outbound email delays. External providers like Google Apps or O365 aren’t affected. Our team is investigating.

2. 8 Meurzh 2025 da 11:33 UTCidentified

   The issue has been identified and a fix is being implemented.

3. 8 Meurzh 2025 da 12:30 UTCmonitoring

   We're processing a backlog of messages and will continue to monitor the situation closely

4. 10 Meurzh 2025 da 18:42 UTCresolved

   This incident has been resolved.

1. 30 Genver 2025 da 15:11 UTCinvestigating

   We are currently experiencing a service disruption. Our team is actively working to mitigate the issue and restore normal operations as quickly as possible.

2. 30 Genver 2025 da 15:41 UTCmonitoring

   We have identified and resolved the issue that was disrupting service and are actively monitoring the situation.

3. 30 Genver 2025 da 19:01 UTCresolved

   A platform upgrade led to an unexpected load increase, causing a service interruption. We've scaled up resources.