Historial de interrupciones de Deskpro

1. 20 de agosto de 2026 a las 15:13 UTCinvestigating

   Algunos clientes de nuestra región de hospedaje de EE.UU. están experimentando errores con conexiones AI gestionadas por Deskpro, lo que puede impedir que las características de AI sean configuradas o utilizadas. Estamos investigando.

2. 20 de agosto de 2026 a las 15:52 UTCmonitoring

   El problema se ha mitigado y las características de IA funcionan normalmente.

3. 20 de agosto de 2026 a las 17:20 UTCresolved

   El problema ha sido fijo, y la funcionalidad de IA ahora funciona normalmente.

Traducido automáticamente desde la actualización oficial del incidente.

1. 19 de agosto de 2026 a las 7:42 UTCinvestigating

   Estamos investigando informes de que las imágenes y los archivos adjuntos no están cargando para algunos ayudantes en nuestra región de la UE. Los agentes afectados ven imágenes perdidas en las entradas existentes, y algunas respuestas que contienen imágenes fallan con un error. Billetes, respuestas y todas las demás funciones están funcionando de otro modo. Las respuestas sólo por texto envían normalmente.

2. 19 de agosto de 2026 a las 8:46 UTCmonitoring

   Las imágenes y los archivos adjuntos están cargando normalmente de nuevo en toda la región de la UE, y no hemos tenido nuevos informes desde las 07:00 UTC. Si todavía está viendo imágenes perdidas, por favor, actualice primero su navegador y contáctenos en support.deskpro.com si el problema persiste. Aún no hemos establecido lo que causó esto y seguimos investigando. Actualizaremos esta página con nuestros hallazgos.

3. 19 de agosto de 2026 a las 10:36 UTCresolved

   Esta cuestión se ha resuelto. La causa fue un cambio interno de cómo nuestros sistemas renuevan sus credenciales de acceso, que dejaron el almacenamiento de archivos temporalmente inalcanzable. El acceso fue restaurado automáticamente a las 07:00 UTC y el cambio ha sido corregido. Sólo la región de la UE fue afectada. Lo sentimos por la interrupción.

Traducido automáticamente desde la actualización oficial del incidente.

1. 24 de julio de 2026 a las 9:27 UTCinvestigating

   Actualmente estamos investigando informes de problemas de autenticación utilizando Google SSO. Otros métodos de autenticación parecen no ser afectados.

2. 24 de julio de 2026 a las 10:26 UTCidentified

   La cuestión ha sido identificada como una solución.

3. 24 de julio de 2026 a las 11:46 UTCmonitoring

   Se ha aplicado un arreglo temporal para los afectados. Actualmente estamos trabajando en una solución a largo plazo.

4. 27 de julio de 2026 a las 13:42 UTCresolved

   Este incidente ha sido resuelto.

Traducido automáticamente desde la actualización oficial del incidente.

1. 15 de julio de 2026 a las 9:36 UTCresolved

   Entre las 7:30 am y las 7:44am BST esta mañana, el acceso a Deskpro fue degradado durante aproximadamente 14 minutos. La perturbación ocurrió durante el mantenimiento de la infraestructura programada, parte de nuestro trabajo de endurecimiento continuo después del incidente de servicio reciente. El mantenimiento tardó más en aplicarse de lo previsto. El servicio fue totalmente restaurado a las 7:44am y todos los sistemas funcionan normalmente. No se perdieron ni afectaron los datos.

Traducido automáticamente desde la actualización oficial del incidente.

1. 13 de julio de 2026 a las 15:38 UTCresolved

   Entre aproximadamente 13:36 y 14:15 BST, algunos clientes experimentaron errores y lento rendimiento al utilizar Deskpro. Esto fue causado por un problema con uno de nuestros servidores de bases de datos. Nuestro equipo identificó el servidor afectado y reasignó el tráfico lejos de él, restaurando el rendimiento normal. Hemos abierto una investigación con nuestro proveedor de infraestructura para determinar la causa raíz.

Traducido automáticamente desde la actualización oficial del incidente.

1. 15 de junio de 2026 a las 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 de junio de 2026 a las 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 de junio de 2026 a las 7:08 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 de junio de 2026 a las 7:15 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 de junio de 2026 a las 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 de junio de 2026 a las 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 de mayo de 2026 a las 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 de mayo de 2026 a las 9:20 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 de mayo de 2026 a las 9:07 UTCresolved

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

1. 7 de mayo de 2026 a las 9:13 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 de mayo de 2026 a las 9:56 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 de mayo de 2026 a las 15:22 UTCresolved

   Inbound call alerting has been restored for all affected customers.

1. 23 de abril de 2026 a las 17:40 UTCinvestigating

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

2. 23 de abril de 2026 a las 20:12 UTCmonitoring

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

3. 23 de abril de 2026 a las 22:32 UTCresolved

   This incident has been resolved.

1. 27 de marzo de 2026 a las 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 de marzo de 2026 a las 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 de marzo de 2026 a las 15:33 UTCmonitoring

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

4. 27 de marzo de 2026 a las 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 de marzo de 2026 a las 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 de marzo de 2026 a las 10:49 UTCresolved

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

1. 6 de febrero de 2026 a las 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 de febrero de 2026 a las 13:55 UTCinvestigating

   We are continuing to investigate this issue.

3. 6 de febrero de 2026 a las 15:14 UTCmonitoring

   Usual service restored & monitoring situation.

4. 6 de febrero de 2026 a las 15:50 UTCresolved

   This incident has been resolved.

1. 8 de enero de 2026 a las 8:52 UTCinvestigating

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

2. 8 de enero de 2026 a las 8:59 UTCinvestigating

   We are continuing to investigate this issue.

3. 8 de enero de 2026 a las 9:09 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 de enero de 2026 a las 9:54 UTCresolved

   This incident has been resolved.

1. 10 de diciembre de 2025 a las 8:39 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 de diciembre de 2025 a las 8:50 UTCmonitoring

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

3. 10 de diciembre de 2025 a las 11:10 UTCresolved

   This incident has been resolved.

1. 24 de noviembre de 2025 a las 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 de noviembre de 2025 a las 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 de noviembre de 2025 a las 20:25 UTCresolved

   This incident has been resolved.

1. 18 de noviembre de 2025 a las 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 de noviembre de 2025 a las 13:12 UTCmonitoring

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

3. 18 de noviembre de 2025 a las 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 de octubre de 2025 a las 8:59 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 de octubre de 2025 a las 15:05 UTCmonitoring

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

3. 2 de octubre de 2025 a las 17:44 UTCresolved

   This incident has been resolved.

1. 27 de julio de 2025 a las 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 de julio de 2025 a las 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 de julio de 2025 a las 23:01 UTCresolved

   This incident has been resolved.

1. 8 de marzo de 2025 a las 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 de marzo de 2025 a las 11:33 UTCidentified

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

3. 8 de marzo de 2025 a las 12:30 UTCmonitoring

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

4. 10 de marzo de 2025 a las 18:42 UTCresolved

   This incident has been resolved.

1. 30 de enero de 2025 a las 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 de enero de 2025 a las 15:41 UTCmonitoring

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

3. 30 de enero de 2025 a las 19:01 UTCresolved

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

1. 29 de enero de 2025 a las 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 de enero de 2025 a las 16:51 UTCmonitoring

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

3. 29 de enero de 2025 a las 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.