Deskpro driftsforstyrrelser

1. 20. august 2026 kl. 15.13 UTCinvestigating

   Nogle kunder på vores amerikanske hosting region oplever fejl med Deskpro-managed AI-forbindelser, som kan forhindre AI funktioner i at blive konfigureret eller brugt. Vi efterforsker det.

2. 20. august 2026 kl. 15.52 UTCmonitoring

   Problemet er blevet afbødet og AI funktioner fungerer normalt.

3. 20. august 2026 kl. 17.20 UTCresolved

   Problemet er blevet rettet, og AI funktionalitet fungerer nu normalt.

Automatisk oversat fra den officielle hændelsesopdatering.

1. 19. august 2026 kl. 07.42 UTCinvestigating

   Vi undersøger rapporter om, at billeder og vedhæftede filer ikke læsser for nogle helpdesk i vores EU-region. Påvirkede agenter se manglende billeder på eksisterende billetter, og nogle svar, der indeholder billeder mislykkes med en fejl. Billetter, svar og alle andre funktioner virker ellers. Tekst- kun svar sende normalt.

2. 19. august 2026 kl. 08.46 UTCmonitoring

   Billeder og vedhæftede filer læsses normalt igen i hele EU-regionen, og vi har ikke fået nye rapporter siden kl. 07: 00 UTC. Hvis du stadig ser manglende billeder, bedes du opdatere din browser først, og kontakte os på support.deskpro.com, hvis problemet fortsætter. Vi har endnu ikke fastslået, hvad der forårsagede dette, og vi fortsætter med at undersøge det. Vi vil opdatere denne side med vores resultater.

3. 19. august 2026 kl. 10.36 UTCresolved

   Dette spørgsmål er blevet løst. Årsagen var en intern ændring af, hvordan vores systemer forny deres adgang legitimation, som efterlod fil opbevaring midlertidigt utilgængelig. Adgangen blev automatisk genoprettet kl 07: 00 UTC og ændringen er blevet rettet. Kun EU-regionen blev berørt. Vi beklager forstyrrelsen.

Automatisk oversat fra den officielle hændelsesopdatering.

1. 24. juli 2026 kl. 09.27 UTCinvestigating

   Vi undersøger i øjeblikket rapporter om godkendelsesspørgsmål ved hjælp af Google SSO. Andre metoder til godkendelse synes at være upåvirket.

2. 24. juli 2026 kl. 10.26 UTCidentified

   Spørgsmålet er blevet identificeret, og vi arbejder på et fix.

3. 24. juli 2026 kl. 11.46 UTCmonitoring

   En midlertidig løsning er blevet gennemført for dem, der er blevet ramt. Vi arbejder i øjeblikket på en langsigtet løsning.

4. 27. juli 2026 kl. 13.42 UTCresolved

   Denne hændelse er blevet løst.

Automatisk oversat fra den officielle hændelsesopdatering.

1. 15. juli 2026 kl. 09.36 UTCresolved

   Mellem 7: 30 og 7: 44 blev adgangen til Deskpro nedbrudt i ca. 14 minutter. Afbrydelsen opstod under planlagt vedligeholdelse af infrastrukturen, en del af vores igangværende hærdningsarbejde efter den seneste servicehændelse. Vedligeholdelsen tog længere tid at anvende end forventet. Tjenesten blev genoprettet kl. 7: 44, og alle systemer fungerer normalt. Ingen data blev tabt eller påvirket.

Automatisk oversat fra den officielle hændelsesopdatering.

1. 13. juli 2026 kl. 15.38 UTCresolved

   Mellem ca. 13: 36 og 14: 15 BST oplevede nogle kunder fejl og langsomme resultater ved brug af Deskpro. Dette skyldtes et problem med en af vores databaseservere. Vores team identificerede den berørte server og omdirigerede trafik væk fra det, genoprette normal ydeevne. Vi har indledt en undersøgelse hos vores infrastrukturleverandør for at finde årsagen.

Automatisk oversat fra den officielle hændelsesopdatering.

1. 15. juni 2026 kl. 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. juni 2026 kl. 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. juni 2026 kl. 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. juni 2026 kl. 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. juni 2026 kl. 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. juni 2026 kl. 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. maj 2026 kl. 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. maj 2026 kl. 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. maj 2026 kl. 09.07 UTCresolved

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

1. 7. maj 2026 kl. 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. maj 2026 kl. 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. maj 2026 kl. 15.22 UTCresolved

   Inbound call alerting has been restored for all affected customers.

1. 23. april 2026 kl. 17.40 UTCinvestigating

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

2. 23. april 2026 kl. 20.12 UTCmonitoring

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

3. 23. april 2026 kl. 22.32 UTCresolved

   This incident has been resolved.

1. 27. marts 2026 kl. 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. marts 2026 kl. 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. marts 2026 kl. 15.33 UTCmonitoring

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

4. 27. marts 2026 kl. 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. marts 2026 kl. 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. marts 2026 kl. 10.49 UTCresolved

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

1. 6. februar 2026 kl. 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. februar 2026 kl. 13.55 UTCinvestigating

   We are continuing to investigate this issue.

3. 6. februar 2026 kl. 15.14 UTCmonitoring

   Usual service restored & monitoring situation.

4. 6. februar 2026 kl. 15.50 UTCresolved

   This incident has been resolved.

1. 8. januar 2026 kl. 08.52 UTCinvestigating

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

2. 8. januar 2026 kl. 08.59 UTCinvestigating

   We are continuing to investigate this issue.

3. 8. januar 2026 kl. 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. januar 2026 kl. 09.54 UTCresolved

   This incident has been resolved.

1. 10. december 2025 kl. 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. december 2025 kl. 08.50 UTCmonitoring

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

3. 10. december 2025 kl. 11.10 UTCresolved

   This incident has been resolved.

1. 24. november 2025 kl. 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. november 2025 kl. 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. november 2025 kl. 20.25 UTCresolved

   This incident has been resolved.

1. 18. november 2025 kl. 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. november 2025 kl. 13.12 UTCmonitoring

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

3. 18. november 2025 kl. 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. oktober 2025 kl. 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. oktober 2025 kl. 15.05 UTCmonitoring

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

3. 2. oktober 2025 kl. 17.44 UTCresolved

   This incident has been resolved.

1. 27. juli 2025 kl. 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. juli 2025 kl. 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. juli 2025 kl. 23.01 UTCresolved

   This incident has been resolved.

1. 8. marts 2025 kl. 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. marts 2025 kl. 11.33 UTCidentified

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

3. 8. marts 2025 kl. 12.30 UTCmonitoring

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

4. 10. marts 2025 kl. 18.42 UTCresolved

   This incident has been resolved.

1. 30. januar 2025 kl. 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. januar 2025 kl. 15.41 UTCmonitoring

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

3. 30. januar 2025 kl. 19.01 UTCresolved

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

1. 29. januar 2025 kl. 16.36 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. 29. januar 2025 kl. 16.51 UTCmonitoring

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

3. 29. januar 2025 kl. 22.28 UTCresolved

   A capacity planning issue became apparent due to a bug in an internal Deskpro Cloud service. This caused service disruptions while we added capacity and investigated the underlying problem. We have since mitigated the issue and are implementing process improvements for the future.