Störungsverlauf von Deskpro

1. 20. August 2026 um 15:13 UTCinvestigating

   Einige Kunden in unserer Hosting-Region in den USA haben Fehler mit von Deskpro verwalteten KI-Verbindungen, die verhindern können, dass KI-Funktionen konfiguriert oder verwendet werden. Wir untersuchen.

2. 20. August 2026 um 15:52 UTCmonitoring

   Das Problem wurde gemildert und die KI-Funktionen funktionieren normal.

3. 20. August 2026 um 17:20 UTCresolved

   Das Problem wurde behoben und die KI-Funktionalität funktioniert jetzt normal.

Automatisch aus der offiziellen Störungsmeldung übersetzt.

1. 19. August 2026 um 07:42 UTCinvestigating

   Wir untersuchen Berichte, dass Bilder und Anhänge für einige Helpdesks in unserer EU-Region nicht geladen werden. Betroffene Agenten sehen fehlende Bilder auf vorhandenen Tickets, und einige Antworten mit Bildern scheitern mit einem Fehler. Tickets, Antworten und alle anderen Funktionen funktionieren ansonsten. Nur text antworten senden normal.

2. 19. August 2026 um 08:46 UTCmonitoring

   Bilder und Anhänge werden in der gesamten EU-Region wieder normal geladen, und wir haben seit 07:00 UTC keine neuen Berichte mehr. Wenn Sie immer noch fehlende Bilder sehen, aktualisieren Sie bitte zuerst Ihren Browser und kontaktieren Sie uns unter support.deskpro.com, wenn das Problem weiterhin besteht. Wir haben noch nicht festgestellt, was dies verursacht hat, und werden weiter untersuchen. Wir werden diese Seite mit unseren Ergebnissen aktualisieren.

3. 19. August 2026 um 10:36 UTCresolved

   Dieses Problem ist gelöst. Die Ursache war eine interne Änderung, wie unsere Systeme ihre Zugangsdaten erneuern, was die Dateispeicherung vorübergehend unerreichbar machte. Der Zugriff wurde automatisch um 07:00 Uhr UTC wiederhergestellt und die Änderung wurde korrigiert. Nur die EU-Region war betroffen. Es tut uns leid für die Störung.

Automatisch aus der offiziellen Störungsmeldung übersetzt.

1. 24. Juli 2026 um 09:27 UTCinvestigating

   Wir untersuchen derzeit Berichte über Authentifizierungsprobleme mit Google SSO. Andere Methoden der Authentifizierung scheinen nicht betroffen zu sein.

2. 24. Juli 2026 um 10:26 UTCidentified

   Das Problem wurde identifiziert und wir arbeiten an einem Fix.

3. 24. Juli 2026 um 11:46 UTCmonitoring

   Ein temporärer Fix wurde für die Betroffenen implementiert. Wir arbeiten derzeit an einer längerfristigen Lösung.

4. 27. Juli 2026 um 13:42 UTCresolved

   Dieser Vorfall wurde behoben.

Automatisch aus der offiziellen Störungsmeldung übersetzt.

1. 15. Juli 2026 um 09:36 UTCresolved

   Zwischen 7:30 Uhr und 7:44 Uhr BST heute Morgen wurde der Zugang zu Deskpro für etwa 14 Minuten beeinträchtigt. Die Störung trat während der geplanten Wartung der Infrastruktur auf, die Teil unserer laufenden Härtearbeiten nach dem jüngsten Servicevorfall war. Die Wartung dauerte länger als erwartet. Der Service wurde um 7:44 Uhr vollständig wiederhergestellt und alle Systeme funktionieren normal. Es sind keine Daten verloren gegangen oder betroffen.

Automatisch aus der offiziellen Störungsmeldung übersetzt.

1. 13. Juli 2026 um 15:38 UTCresolved

   Zwischen ca. 13:36 und 14:15 BST erlebten einige Kunden Fehler und eine langsame Leistung bei der Verwendung von Deskpro. Dies wurde durch ein Problem mit einem unserer Datenbankserver verursacht. Unser Team identifizierte den betroffenen Server und leitete den Datenverkehr von ihm weg und stellte die normale Leistung wieder her. Wir haben eine Untersuchung mit unserem Infrastrukturanbieter eingeleitet, um die Ursache zu ermitteln.

Automatisch aus der offiziellen Störungsmeldung übersetzt.

1. 15. Juni 2026 um 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 um 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 um 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 um 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 um 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 um 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. Mai 2026 um 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. Mai 2026 um 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. Mai 2026 um 09:07 UTCresolved

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

1. 7. Mai 2026 um 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. Mai 2026 um 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. Mai 2026 um 15:22 UTCresolved

   Inbound call alerting has been restored for all affected customers.

1. 23. April 2026 um 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 um 20:12 UTCmonitoring

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

3. 23. April 2026 um 22:32 UTCresolved

   This incident has been resolved.

1. 27. März 2026 um 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. März 2026 um 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. März 2026 um 15:33 UTCmonitoring

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

4. 27. März 2026 um 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. März 2026 um 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. März 2026 um 10:49 UTCresolved

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

1. 6. Februar 2026 um 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 um 13:55 UTCinvestigating

   We are continuing to investigate this issue.

3. 6. Februar 2026 um 15:14 UTCmonitoring

   Usual service restored & monitoring situation.

4. 6. Februar 2026 um 15:50 UTCresolved

   This incident has been resolved.

1. 8. Januar 2026 um 08:52 UTCinvestigating

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

2. 8. Januar 2026 um 08:59 UTCinvestigating

   We are continuing to investigate this issue.

3. 8. Januar 2026 um 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 um 09:54 UTCresolved

   This incident has been resolved.

1. 10. Dezember 2025 um 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. Dezember 2025 um 08:50 UTCmonitoring

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

3. 10. Dezember 2025 um 11:10 UTCresolved

   This incident has been resolved.

1. 24. November 2025 um 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 um 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 um 20:25 UTCresolved

   This incident has been resolved.

1. 18. November 2025 um 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 um 13:12 UTCmonitoring

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

3. 18. November 2025 um 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 um 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 um 15:05 UTCmonitoring

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

3. 2. Oktober 2025 um 17:44 UTCresolved

   This incident has been resolved.

1. 27. Juli 2025 um 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 um 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 um 23:01 UTCresolved

   This incident has been resolved.

1. 8. März 2025 um 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. März 2025 um 11:33 UTCidentified

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

3. 8. März 2025 um 12:30 UTCmonitoring

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

4. 10. März 2025 um 18:42 UTCresolved

   This incident has been resolved.

1. 30. Januar 2025 um 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 um 15:41 UTCmonitoring

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

3. 30. Januar 2025 um 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 um 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 um 16:51 UTCmonitoring

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

3. 29. Januar 2025 um 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.