Historique des pannes de Deskpro

1. 20 août 2026 à 15:13 UTCinvestigating

   Certains clients de notre région d'hébergement américain connaissent des erreurs avec des connexions AI gérées par Deskpro, ce qui peut empêcher que les fonctions AI soient configurées ou utilisées. Nous enquêtons.

2. 20 août 2026 à 15:52 UTCmonitoring

   La question a été atténuée et les fonctions d'IA fonctionnent normalement.

3. 20 août 2026 à 17:20 UTCresolved

   Le problème a été corrigé et la fonctionnalité d'IA fonctionne maintenant normalement.

Traduit automatiquement depuis la mise à jour officielle de l'incident.

1. 19 août 2026 à 07:42 UTCinvestigating

   Nous enquêtons sur les informations selon lesquelles les images et les pièces jointes ne sont pas chargées pour certains services d'assistance dans notre région de l'UE. Les agents affectés voient les images manquantes sur les tickets existants, et certaines réponses contenant des images échouent avec une erreur. Les billets, les réponses et toutes les autres fonctions fonctionnent autrement. Les réponses texte seulement envoient normalement.

2. 19 août 2026 à 08:46 UTCmonitoring

   Les images et les pièces jointes sont chargées normalement à nouveau dans toute la région de l'UE, et nous n'avons eu aucun nouveau rapport depuis 07:00 UTC. Si vous voyez toujours des images manquantes, s'il vous plaît rafraîchir votre navigateur d'abord, et nous contacter à support.deskpro.com si le problème persiste. Nous n'avons pas encore établi ce qui a causé cela et nous continuons d'enquêter. Nous mettrons à jour cette page avec nos constatations.

3. 19 août 2026 à 10:36 UTCresolved

   Cette question a été résolue. La cause a été un changement interne à la façon dont nos systèmes renouvellent leurs identifiants d'accès, qui ont laissé le stockage de fichiers temporairement inaccessible. L'accès a été rétabli automatiquement à 07:00 UTC et le changement a été corrigé. Seule la région de l'UE a été touchée. Nous sommes désolés pour la perturbation.

Traduit automatiquement depuis la mise à jour officielle de l'incident.

1. 24 juillet 2026 à 09:27 UTCinvestigating

   Nous enquêtons actuellement sur les rapports de problèmes d'authentification en utilisant Google SSO. D'autres méthodes d'authentification ne semblent pas être affectées.

2. 24 juillet 2026 à 10:26 UTCidentified

   Le problème a été identifié et nous travaillons sur une solution.

3. 24 juillet 2026 à 11:46 UTCmonitoring

   Une correction temporaire a été mise en œuvre pour les personnes touchées. Nous travaillons actuellement sur une solution à long terme.

4. 27 juillet 2026 à 13:42 UTCresolved

   Cet incident a été résolu.

Traduit automatiquement depuis la mise à jour officielle de l'incident.

1. 15 juillet 2026 à 09:36 UTCresolved

   Entre 7h30 et 7h44 ce matin, l'accès à Deskpro a été dégradé pendant environ 14 minutes. La perturbation s'est produite au cours de l'entretien régulier de l'infrastructure, une partie de notre travail de durcissement continu après le récent incident de service. L'entretien a pris plus de temps que prévu. Le service a été entièrement restauré à 7h44 et tous les systèmes fonctionnent normalement. Aucune donnée n'a été perdue ou affectée.

Traduit automatiquement depuis la mise à jour officielle de l'incident.

1. 13 juillet 2026 à 15:38 UTCresolved

   Entre 13h36 et 14h15, certains clients ont éprouvé des erreurs et des performances lentes lors de l'utilisation de Deskpro. Cela a été causé par un problème avec un de nos serveurs de base de données. Notre équipe a identifié le serveur affecté et réacheminé le trafic loin de lui, en rétablissant les performances normales. Nous avons ouvert une enquête avec notre fournisseur d'infrastructure pour déterminer la cause fondamentale.

Traduit automatiquement depuis la mise à jour officielle de l'incident.

1. 15 juin 2026 à 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 juin 2026 à 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 juin 2026 à 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 juin 2026 à 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 juin 2026 à 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 juin 2026 à 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 à 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 à 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 à 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 à 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 à 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 à 15:22 UTCresolved

   Inbound call alerting has been restored for all affected customers.

1. 23 avril 2026 à 17:40 UTCinvestigating

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

2. 23 avril 2026 à 20:12 UTCmonitoring

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

3. 23 avril 2026 à 22:32 UTCresolved

   This incident has been resolved.

1. 27 mars 2026 à 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 mars 2026 à 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 mars 2026 à 15:33 UTCmonitoring

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

4. 27 mars 2026 à 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 mars 2026 à 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 mars 2026 à 10:49 UTCresolved

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

1. 6 février 2026 à 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 février 2026 à 13:55 UTCinvestigating

   We are continuing to investigate this issue.

3. 6 février 2026 à 15:14 UTCmonitoring

   Usual service restored & monitoring situation.

4. 6 février 2026 à 15:50 UTCresolved

   This incident has been resolved.

1. 8 janvier 2026 à 08:52 UTCinvestigating

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

2. 8 janvier 2026 à 08:59 UTCinvestigating

   We are continuing to investigate this issue.

3. 8 janvier 2026 à 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 janvier 2026 à 09:54 UTCresolved

   This incident has been resolved.

1. 10 décembre 2025 à 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 décembre 2025 à 08:50 UTCmonitoring

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

3. 10 décembre 2025 à 11:10 UTCresolved

   This incident has been resolved.

1. 24 novembre 2025 à 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 novembre 2025 à 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 novembre 2025 à 20:25 UTCresolved

   This incident has been resolved.

1. 18 novembre 2025 à 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 novembre 2025 à 13:12 UTCmonitoring

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

3. 18 novembre 2025 à 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 octobre 2025 à 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 octobre 2025 à 15:05 UTCmonitoring

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

3. 2 octobre 2025 à 17:44 UTCresolved

   This incident has been resolved.

1. 27 juillet 2025 à 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 juillet 2025 à 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 juillet 2025 à 23:01 UTCresolved

   This incident has been resolved.

1. 8 mars 2025 à 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 mars 2025 à 11:33 UTCidentified

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

3. 8 mars 2025 à 12:30 UTCmonitoring

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

4. 10 mars 2025 à 18:42 UTCresolved

   This incident has been resolved.

1. 30 janvier 2025 à 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 janvier 2025 à 15:41 UTCmonitoring

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

3. 30 janvier 2025 à 19:01 UTCresolved

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

1. 29 janvier 2025 à 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 janvier 2025 à 16:51 UTCmonitoring

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

3. 29 janvier 2025 à 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.