Cronologia delle interruzioni di Deskpro

1. 20 agosto 2026 alle ore 15:13 UTCinvestigating

   Alcuni clienti della nostra regione di hosting degli Stati Uniti stanno sperimentando errori con le connessioni AI gestite da Deskpro, che possono impedire che le funzioni AI vengano configurate o utilizzate. Stiamo indagando.

2. 20 agosto 2026 alle ore 15:52 UTCmonitoring

   Il problema è stato mitigato e le funzionalità AI funzionano normalmente.

3. 20 agosto 2026 alle ore 17:20 UTCresolved

   Il problema è stato risolto, e la funzionalità AI ora funziona normalmente.

Tradotto automaticamente dall'aggiornamento ufficiale dell'incidente.

1. 19 agosto 2026 alle ore 07:42 UTCinvestigating

   Stiamo esaminando i rapporti che le immagini e gli allegati non stanno caricando per alcuni helpdesks nella nostra regione dell'UE. Gli agenti colpiti vedono le immagini mancanti sui biglietti esistenti, e alcune risposte contenenti immagini non riescono con un errore. Biglietti, risposte e tutte le altre funzioni sono altrimenti funzionanti. Le risposte di testo vengono inviate normalmente.

2. 19 agosto 2026 alle ore 08:46 UTCmonitoring

   Immagini e allegati stanno caricando di nuovo normalmente in tutta la regione dell'UE, e non abbiamo avuto nuovi rapporti dalle 07:00 UTC. Se stai ancora vedendo le immagini mancanti, aggiorna il tuo browser prima e contattaci su support.deskpro.com se il problema persiste. Non abbiamo ancora stabilito cosa ha causato questo e stiamo continuando a indagare. Aggiorneremo questa pagina con i nostri risultati.

3. 19 agosto 2026 alle ore 10:36 UTCresolved

   Questo problema è stato risolto. La causa è stata un cambiamento interno a come i nostri sistemi rinnovano le loro credenziali di accesso, che ha lasciato l'archiviazione di file temporaneamente inaccessibile. L'accesso è stato ripristinato automaticamente alle 07:00 UTC e la modifica è stata corretta. Solo la regione dell'UE è stata colpita. Ci dispiace per l'interruzione.

Tradotto automaticamente dall'aggiornamento ufficiale dell'incidente.

1. 24 luglio 2026 alle ore 09:27 UTCinvestigating

   Stiamo attualmente indagando i rapporti di problemi di autenticazione utilizzando Google SSO. Altri metodi di autenticazione sembrano non essere influenzati.

2. 24 luglio 2026 alle ore 10:26 UTCidentified

   Il problema è stato identificato come stiamo lavorando a una soluzione.

3. 24 luglio 2026 alle ore 11:46 UTCmonitoring

   Una soluzione temporanea è stata implementata per coloro che sono stati colpiti. Attualmente stiamo lavorando a una soluzione a lungo termine.

4. 27 luglio 2026 alle ore 13:42 UTCresolved

   Questo incidente è stato risolto.

Tradotto automaticamente dall'aggiornamento ufficiale dell'incidente.

1. 15 luglio 2026 alle ore 09:36 UTCresolved

   Tra le 7:30 e le 7:44 di mattina, l'accesso a Deskpro è stato degradato per circa 14 minuti. La rottura si è verificata durante la manutenzione delle infrastrutture programmate, parte del nostro continuo lavoro di indurimento a seguito del recente incidente di servizio. La manutenzione richiedeva più tempo da applicare che anticipato. Il servizio è stato completamente restaurato alle 7:44 e tutti i sistemi sono operativi normalmente. Nessun dato è stato perso o interessato.

Tradotto automaticamente dall'aggiornamento ufficiale dell'incidente.

1. 13 luglio 2026 alle ore 15:38 UTCresolved

   Tra le 13:36 e le 14:15 BST, alcuni clienti hanno sperimentato errori e prestazioni lente quando si utilizza Deskpro. Questo è stato causato da un problema con uno dei nostri server di database. Il nostro team ha identificato il server interessato e ha reindirizzato il traffico lontano da esso, ripristinando le prestazioni normali. Abbiamo aperto un'indagine con il nostro fornitore di infrastrutture per determinare la causa principale.

Tradotto automaticamente dall'aggiornamento ufficiale dell'incidente.

1. 15 giugno 2026 alle ore 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 giugno 2026 alle ore 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 giugno 2026 alle ore 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 giugno 2026 alle ore 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 giugno 2026 alle ore 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 giugno 2026 alle ore 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 maggio 2026 alle ore 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 maggio 2026 alle ore 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 maggio 2026 alle ore 09:07 UTCresolved

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

1. 7 maggio 2026 alle ore 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 maggio 2026 alle ore 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 maggio 2026 alle ore 15:22 UTCresolved

   Inbound call alerting has been restored for all affected customers.

1. 23 aprile 2026 alle ore 17:40 UTCinvestigating

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

2. 23 aprile 2026 alle ore 20:12 UTCmonitoring

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

3. 23 aprile 2026 alle ore 22:32 UTCresolved

   This incident has been resolved.

1. 27 marzo 2026 alle ore 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 marzo 2026 alle ore 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 marzo 2026 alle ore 15:33 UTCmonitoring

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

4. 27 marzo 2026 alle ore 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 marzo 2026 alle ore 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 marzo 2026 alle ore 10:49 UTCresolved

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

1. 6 febbraio 2026 alle ore 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 febbraio 2026 alle ore 13:55 UTCinvestigating

   We are continuing to investigate this issue.

3. 6 febbraio 2026 alle ore 15:14 UTCmonitoring

   Usual service restored & monitoring situation.

4. 6 febbraio 2026 alle ore 15:50 UTCresolved

   This incident has been resolved.

1. 8 gennaio 2026 alle ore 08:52 UTCinvestigating

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

2. 8 gennaio 2026 alle ore 08:59 UTCinvestigating

   We are continuing to investigate this issue.

3. 8 gennaio 2026 alle ore 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 gennaio 2026 alle ore 09:54 UTCresolved

   This incident has been resolved.

1. 10 dicembre 2025 alle ore 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 dicembre 2025 alle ore 08:50 UTCmonitoring

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

3. 10 dicembre 2025 alle ore 11:10 UTCresolved

   This incident has been resolved.

1. 24 novembre 2025 alle ore 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 alle ore 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 alle ore 20:25 UTCresolved

   This incident has been resolved.

1. 18 novembre 2025 alle ore 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 alle ore 13:12 UTCmonitoring

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

3. 18 novembre 2025 alle ore 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 ottobre 2025 alle ore 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 ottobre 2025 alle ore 15:05 UTCmonitoring

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

3. 2 ottobre 2025 alle ore 17:44 UTCresolved

   This incident has been resolved.

1. 27 luglio 2025 alle ore 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 luglio 2025 alle ore 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 luglio 2025 alle ore 23:01 UTCresolved

   This incident has been resolved.

1. 8 marzo 2025 alle ore 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 marzo 2025 alle ore 11:33 UTCidentified

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

3. 8 marzo 2025 alle ore 12:30 UTCmonitoring

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

4. 10 marzo 2025 alle ore 18:42 UTCresolved

   This incident has been resolved.

1. 30 gennaio 2025 alle ore 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 gennaio 2025 alle ore 15:41 UTCmonitoring

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

3. 30 gennaio 2025 alle ore 19:01 UTCresolved

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

1. 29 gennaio 2025 alle ore 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 gennaio 2025 alle ore 16:51 UTCmonitoring

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

3. 29 gennaio 2025 alle ore 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.