Cronologia delle interruzioni di Topdesk

1. 21 luglio 2026 alle ore 14:02 UTCmonitoring

   TOPdesk sta introducendo la guida in-product all'interno dell'interfaccia TOPdesk — brevi passaggi, strumenti e occasionali richieste di feedback che aiutano gli utenti a scoprire le funzionalità e ottenere più valore da TOPdesk. Questa guida viene fornita tramite una piattaforma fornita da Userpilot, Inc.. Si prega di notare che, a differenza dei prodotti aggiuntivi opzionali, questo livello di guida si applica a tutti gli ambienti TOPdesk SaaS; non è un abbonamento separato. Cosa significa questo cambiamento per i tuoi dati? Per fornire questa guida, Userpilot elabora una serie limitata di dati per conto di TOPdesk: Metadati di interazione — se un elemento di orientamento è stato visto, completato, respinto o ignorato. Un insieme limitato di identificativi utente — utilizzato in modo che la stessa guida non venga mostrata ripetutamente allo stesso utente. Questi dati sono pseudonimi. Non include alcun contenuto dell'ambiente TOPdesk: nessun biglietto, nessun registro dei clienti e nessun dato personale inserito in TOPdesk. Poiché Userpilot tratta dati personali limitati (identificatori utente) per conto di TOPdesk, Userpilot agisce come sub-processor come definito in leggi sulla protezione dei dati applicabili, tra cui il GDPR, il GDPR del Regno Unito e la legge sulla protezione dei dati generale brasiliana (LGPD). I dati trattati da Userpilot in relazione a TOPdesk vengono memorizzati ed elaborati all'interno dell'Unione Europea, in particolare su server situati in Francia, per tutti i clienti, indipendentemente da dove si trova il cliente. È accessibile solo al personale autorizzato. Per i clienti che si trovano al di fuori dell'UE, questo significa che i dati relativi al tuo Userpilot sono trattati nell'UE piuttosto che nella tua regione. Per fornire correttamente la guida, Userpilot utilizza gli indirizzi IP per determinare il paese dell'utente finale; questi indirizzi IP non vengono memorizzati in modo permanente e vengono scartati una volta elaborati. Questi dati sono crittografati in transito e a riposo ed è coperto da un accordo di trattamento dei dati che fornisce adeguate garanzie in conformità con la legge applicabile sulla protezione dei dati. Questo cambiamento ha effetto il 21 agosto. Per ulteriori dettagli e informazioni di sfondo, vedere il mio TOPdesk Knowledge Articolo: KI 19347 Se avete obiezioni riguardo a questa modifica, si prega di rispondere entro 30 giorni al supporto TOPdesk: [email protected] o https://my.topdesk.com. Il nostro team di supporto è disponibile anche per qualsiasi altra domanda o osservazione in merito a questo cambiamento.

2. 21 luglio 2026 alle ore 14:04 UTCmonitoring

   Privacy Q&A: Userpilot in TOPdesk Cos'è Userpilot? Userpilot è uno strumento che permette a TOPdesk di mostrare la guida in-product — cose come passeggi a bordo, strumenti e brevi suggerimenti di feedback — direttamente all'interno dell'interfaccia TOPdesk. È utilizzato da TOPdesk per aiutare i clienti a ottenere più valore dal prodotto. Userpilot ha accesso ai nostri dati? No. Userpilot non ha accesso a nulla memorizzato nell'ambiente TOPdesk. Non può vedere i tuoi biglietti, i tuoi registri dei clienti, i tuoi dati personali o qualsiasi contenuto della tua organizzazione è entrato in TOPdesk. Quali dati raccoglie Userpilot? Solo i processi Userpilot: metadati di interazione — sia che un utente sia impegnato, respinto o completato un elemento di guida (ad esempio un walkthrough o tooltip). Metadati dell'utente — un insieme limitato di identificatori che TOPdesk invia in modo che la stessa guida non venga mostrata ripetutamente allo stesso utente. Questi dati sono pseudonimi: non includono nomi, indirizzi e-mail o qualsiasi contenuto dell'ambiente TOPdesk. Poiché si tratta di identificativi utente limitati, viene trattato come dati personali ai sensi del GDPR e gestito di conseguenza. Dove sono memorizzati e trattati i dati? Tutti i dati trattati da Userpilot in relazione a TOPdesk vengono memorizzati ed elaborati all'interno dell'Unione Europea, in particolare su server situati in Francia, per tutti i clienti, indipendentemente da dove si trova il cliente. Per fornire correttamente la guida, Userpilot utilizza gli indirizzi IP per determinare il paese dell'utente finale; questi indirizzi IP non vengono memorizzati in modo permanente e vengono scartati una volta elaborati. È Userpilot un sottoprocessore sotto il nostro accordo di elaborazione dati con TOPdesk? Si'. Userpilot è stato aggiunto come subprocessore. I clienti sono informati di questo tramite una notifica subprocessore separata e formale (pubblicata sulla nostra pagina di stato SaaS), che stabilisce i dettagli richiesti e il diritto di opposizione entro il periodo indicato. Questo Q&A è un documento di riferimento e non è di per sé quella notifica formale. Esiste un Contratto di Trattamento dei Dati (DPA) in vigore con Userpilot? Sì, un accordo di elaborazione dati è in vigore tra TOPdesk e Userpilot. L'accordo stesso è riservato tra le parti, quindi non siamo in grado di condividere una copia — ma siamo lieti di rispondere a domande su come i vostri dati sono trattati e protetti. Possiamo optare o chiedere la cancellazione dei nostri dati? Ai sensi del GDPR (art. 17, il "diritto di cancellazione"), gli individui possono chiedere la cancellazione dei propri dati personali — ad esempio, quando non è più necessario o il consenso è stato revocato. Per esercitare questo diritto, contattateci all'indirizzo sottostante e ci occuperemo della richiesta. Questo è separato dal diritto di opporsi all'aggiunta di Userpilot come subprocessore, che è coperto dalla procedura formale di notifica subprocessore e relativo periodo di opposizione. Chi possiamo contattare con altre domande? Per domande o osservazioni generali su questo cambiamento, si prega di raggiungere il supporto TOPdesk: [email protected] o https://my.topdesk.com. Per domande specifiche sulla privacy o sulla protezione dei dati, è possibile contattare il nostro team di privacy direttamente a [email protected].

Tradotto automaticamente dall'aggiornamento ufficiale dell'incidente.

1. 14 luglio 2026 alle ore 08:18 UTCinvestigating

   Attualmente stiamo vivendo interruzioni con il login al portale My TOPdesk. Siamo consapevoli del problema e stiamo lavorando ad una soluzione. Le nostre scuse per l'inconveniente. Al momento di scrivere questo non siamo in grado di darvi una stima su quando il vostro ambiente sarà disponibile. Il prossimo aggiornamento sarà fornito come garanzia eventi fino a quando il problema non è stato risolto. Gli aggiornamenti di posta elettronica saranno inviati immediatamente quando il problema è stato risolto. È possibile iscriversi alla pagina di stato (https://status.topdesk.com) per ulteriori aggiornamenti. Per informare TOPdesk siete interessati da questo numero, visitare https://my.topdesk.com/tas/public/ssp/ . Si prega di fare riferimento all'incidente TDR26 07 3573.

2. 14 luglio 2026 alle ore 10:03 UTCinvestigating

   Vorremmo aggiornarla sui progressi dell'indagine. In questo momento i nostri ingegneri stanno ancora investigando il problema e non sono stati in grado di risolvere il problema ancora. Ti invieremo un altro aggiornamento entro 3 ore o precedenti se le notizie sulla soluzione possono essere condivise.

3. 14 luglio 2026 alle ore 11:29 UTCinvestigating

   Stiamo continuando a indagare su questo problema.

4. 14 luglio 2026 alle ore 12:07 UTCmonitoring

   Siamo lieti di informarvi che abbiamo risolto i problemi e dovreste essere in grado di accedere nuovamente al MyTOPdesk. Noi stiamo monitorando la situazione da vicino questo pomeriggio per garantire che il servizio rimanga stabile. Se rimane stabile, chiuderemo il maggiore alle ore 17.00 CET.

5. 14 luglio 2026 alle ore 15:25 UTCresolved

   Dopo il monitoraggio abbiamo concluso che la soluzione è stabile, e quindi chiudiamo questo grave incidente. Ci scusiamo sinceramente per l'inconveniente causato e vi ringraziamo per la vostra pazienza e comprensione.

Tradotto automaticamente dall'aggiornamento ufficiale dell'incidente.

1. 2 luglio 2026 alle ore 09:03 UTCinvestigating

   Attualmente stiamo sperimentando interruzioni che interessano i clienti ospitati in EU1, con conseguente problemi di prestazioni. Di conseguenza, il vostro ambiente TOPdesk può essere lento o temporaneamente non disponibile. Siamo consapevoli del problema e stiamo lavorando ad una soluzione. Le nostre scuse per l'inconveniente. Al momento della scrittura, non siamo in grado di fornire una stima per quando il servizio normale sarà ripristinato. Ci proponiamo di aggiornare questa pagina di stato ogni 30 minuti fino a quando il problema non è stato risolto. Gli aggiornamenti di posta elettronica saranno inviati quando il problema è stato risolto. È possibile iscriversi alla pagina di stato (https://status.topdesk.com) per ulteriori aggiornamenti. Per informare TOPdesk siete interessati da questo numero, visitate My TOPdesk .

2. 2 luglio 2026 alle ore 11:42 UTCmonitoring

   Abbiamo identificato il problema e fatto azioni per mitigare la causa. L'EU1co3 è ora tornato a pieno stato operativo senza problemi di prestazione Continueremo a monitorare attentamente la situazione per garantire che il servizio rimanga stabile.

3. 2 luglio 2026 alle ore 18:57 UTCresolved

   In questo momento l'EU1co3 è ora tornato a pieno stato operativo senza problemi di prestazione, chiuderemo questo importante.

Tradotto automaticamente dall'aggiornamento ufficiale dell'incidente.

1. 25 giugno 2026 alle ore 15:31 UTCinvestigating

   Attualmente stiamo riscontrando problemi nel nostro datacenter CA1. Di conseguenza il vostro ambiente TOPdesk potrebbe non essere disponibile. Siamo consapevoli del problema e stiamo lavorando ad una soluzione. Le nostre scuse per l'inconveniente. Al momento di scrivere questo non siamo in grado di darvi una stima su quando il vostro ambiente sarà disponibile. Il prossimo aggiornamento sarà fornito come garanzia eventi fino a quando il problema non è stato risolto. Gli aggiornamenti di posta elettronica saranno inviati immediatamente quando il problema è stato risolto. È possibile iscriversi alla pagina di stato (https://status.topdesk.com) per ulteriori aggiornamenti. Per informare TOPdesk siete interessati da questo numero, visitare https://my.topdesk.com/tas/public/ssp/ . Si prega di fare riferimento all'incidente TDR26 06 8482.

2. 25 giugno 2026 alle ore 16:03 UTCresolved

   La questione è stata risolta e tutte le istanze dovrebbero essere nuovamente raggiungibili. Pubblicheremo un RCA non appena questa materia sarà valutata internamente. Le nostre scuse per gli inconvenienti.

3. 26 giugno 2026 alle ore 15:46 UTCpostmortem

   Nell'ambito dei miglioramenti previsti delle infrastrutture per l'ambiente Canada, un cambiamento di configurazione precedentemente posticipato è stato applicato involontariamente durante un aggiornamento dei servizi di routine. Poiché questo cambiamento dipendeva da infrastrutture che non erano ancora state dispiegate nell'ambiente Canada, il traffico dei clienti non poteva essere percorso correttamente, con conseguente interruzioni di servizio. Una volta individuato il problema, il cambiamento di configurazione è stato immediatamente ripiegato, ripristinando il servizio normale. Abbiamo anche aggiornato il nostro processo di distribuzione per evitare modifiche di configurazione posticipate da essere applicati involontariamente in futuro.

Tradotto automaticamente dall'aggiornamento ufficiale dell'incidente.

1. 19 giugno 2026 alle ore 06:11 UTCinvestigating

   Attualmente stiamo vivendo interruzioni in uno dei nostri servizi. Come risultato l'accesso al vostro ambiente TOPdesk potrebbe non essere possibile. Siamo consapevoli del problema e stiamo lavorando ad una soluzione. Le nostre scuse per l'inconveniente. Al momento di scrivere questo non siamo in grado di darvi una stima su quando il vostro ambiente sarà disponibile. Il prossimo aggiornamento sarà fornito come garanzia eventi fino a quando il problema non è stato risolto. Gli aggiornamenti di posta elettronica saranno inviati immediatamente quando il problema è stato risolto. È possibile iscriversi alla pagina di stato (https://status.topdesk.com) per ulteriori aggiornamenti. Attualmente non funziona Per informare TOPdesk siete interessati da questo numero, visitare https://my.topdesk.com/tas/public/ssp/ . Si prega di fare riferimento all'incidente TDR26 06 6038.

2. 19 giugno 2026 alle ore 07:14 UTCinvestigating

   Stiamo attualmente indagando sulla causa di questo problema. Forniremo un aggiornamento non appena più informazioni saranno disponibili, e non oltre 3 ore da ora.

3. 19 giugno 2026 alle ore 07:48 UTCmonitoring

   Abbiamo identificato il problema e implementato una correzione. Ora dovresti essere in grado di accedere al tuo ambiente TOPdesk come previsto. Se stai ancora vivendo problemi di login, contatta il nostro team di supporto e facci sapere. Continueremo a monitorare attentamente la situazione per garantire che il servizio rimanga stabile.

4. 22 giugno 2026 alle ore 07:37 UTCresolved

   Gentile cliente, Nel fine settimana non sono stati osservati ulteriori problemi e tutti i servizi sono stati operativi normalmente. Chiudiamo il maggiore. La causa principale di questa interruzione è stata identificata e un'analisi delle cause della radice sarà posta non appena questo diventa disponibile. Ci scusiamo sinceramente per qualsiasi inconveniente questo problema potrebbe aver causato e apprezzare la vostra pazienza mentre abbiamo lavorato per risolverlo. Saluti, Il team TOPdesk

5. 24 giugno 2026 alle ore 13:43 UTCpostmortem

   **Analisi della Causa della Root: ** Durante una migrazione pianificata di routing di servizio, è stato mancato un aggiornamento di configurazione richiesto per un servizio. Di conseguenza, il traffico per quel servizio è stato indirizzato in modo errato. Poiché altri servizi sono rimasti inalterati e la configurazione generale è apparsa valida, il monitoraggio esistente non ha rilevato il problema. La causa principale era un errore umano durante il processo di aggiornamento della configurazione. ** Misure preventive: ** Per ridurre il rischio di problemi simili, applicheremo costantemente il principio di quattro occhi a tutte le modifiche di configurazione e introdurremo una fase di verifica post-attuazione obbligatoria per garantire che tutti gli aggiornamenti previsti siano stati applicati correttamente prima che una modifica venga considerata completa.

Tradotto automaticamente dall'aggiornamento ufficiale dell'incidente.

1. 10 giugno 2026 alle ore 10:15 UTCinvestigating

   We are currently experiencing connectivity issues affecting our Delft office. As a result, myTOPdesk.com and our Support telephone line are currently unavailable. We are investigating the issue and working to restore these services as quickly as possible. We apologize for the inconvenience and will provide updates as more information becomes available.

2. 10 giugno 2026 alle ore 11:18 UTCresolved

   The issue has been resolved, and all affected services are operating normally again. Thank you for your patience and understanding. If you have any questions, our Support team is happy to help.

1. 10 giugno 2026 alle ore 07:38 UTCinvestigating

   We are currently experiencing disruptions with saving incident cards. It may occur that Incident cards that contain an empty action field cannot be saved. An error pops up stating to check the log files. To see if you are affected by this disruption, check if your Incident contains empty action fields, or check the logs for the following error: 'plainText is marked non-null but is null' Development has created a fix that will be introduced in version 16.06.007. A work around is also available for this bug. Work around: ⒈Locate the empty action field ⒉Delete it ⒊If deletion is not yet possible, fill the empty field and then delete or save the card. Our apologies for the inconvenience To inform TOPdesk you are affected by this issue, please visit https://my.topdesk.com/tas/public/ssp/ . Please refer to incident TDR26 06 1656.

2. 10 giugno 2026 alle ore 13:57 UTCinvestigating

   Dear customer, The issue where some incidents with empty action fields cannot be saved has been fixed. The fix will be available in version 16.06.007 Due to the way the TOPdesk release cycle works, it will take some time before you'll notice the fix in your TOPdesk. We will try to keep you updated where possible.

3. 11 giugno 2026 alle ore 10:42 UTCinvestigating

   Dear customer, The issue where some incidents with empty action fields cannot be saved has been fixed. The fix will be available in version 16.06.007 A work around is available for this bug. Work around: ⒈Locate the empty action fields of the progress trail. ⒉Fill the field with a dummy value ⒊Submit the correcte action field ⒋Delete the corrected action field ⒌Repeat if more action fields are affected ⒍Save the card The fix will be available in version 16.06.007 Our apologies for the inconvenience. At the time of writing the fix is part of our release cycle.  We cannot yet say when exactly the release will be available. Expected release is start of week 25.

4. 19 giugno 2026 alle ore 08:19 UTCresolved

   Dear customer, The issue where some incidents with empty action fields cannot be saved has been fixed. The fixed version is 16.06.007 and has been released to all customer environments. This issue will be thoroughly evaluated to prevent these issues in the future. Our apologies for the inconvenience and thank you for you patience.

1. 9 giugno 2026 alle ore 15:06 UTCinvestigating

   We are currently experiencing disruptions with incidents that cannot be saved due to empty images in the action field. We are aware of the problem and are working on a solution. Our apologies for the inconvenience. At the time of writing this we are not able to give you an estimate on when this will be solved. To inform TOPdesk you are affected by this issue, please visit https://my.topdesk.com/tas/public/ssp/ . Please refer to incident TDR26 06 2790.

2. 10 giugno 2026 alle ore 09:16 UTCinvestigating

   We are currently experiencing disruptions with saving incident cards. It may occur that Incident cards that contain a "broken image" cannot be saved. An error pops up stating to check the log files. To see if you are affected by this disruption, check if your Incident contains action fields with "broken images" These images look like an empty box with gray border. The logs files state the following error: 'The given index must be of a Image token' The error was introduced in version 16.06.001 A work around is also available for this bug. Work around: ⒈Locate the broken images in the action fields ⒉Delete the broken images ⒊Save the card Development is actively investigating the issue and will produce a fix as soon as possible. Our apologies for the inconvenience

3. 10 giugno 2026 alle ore 13:59 UTCinvestigating

   Dear customer, The issue where "broken images" in incidents action fields prevent you from saving the incident card has been fixed by development. The version for this fix has yet to be announced.  We expect this to be known tomorrow. Due to the way the TOPdesk release cycle works, it will take some time before you'll notice the fix in your TOPdesk. We will try to keep you updated where possible.

4. 11 giugno 2026 alle ore 12:38 UTCinvestigating

   Dear customer, The issue where "broken images" in incidents action fields prevent you from saving the incident card has been fixed by development. The version for this fix is 16.06.008. A work around is available for this bug. Work around: ⒈Locate the broken images in the action fields of the progress trail. The broken image will look like a square box with a border around it. ⒉Delete the broken images ⒊Submit the correcte action field ⒋Repeat if more action fields are affected ⒌Save the card Our apologies for the inconvenience. At the time of writing the fix is part of our release cycle.  We cannot yet say when exactly the release will be available. Expected release is by the end of week 25.

5. 23 giugno 2026 alle ore 13:26 UTCresolved

   Dear Customers, as communicated before, a fix for the not savable incidents issue has been released. Due to the TOPdesk release cycle, it took some time to ensure that all environments were updated to the required version. We are pleased to confirm that version 16.06.008 has now been deployed to all TOPdesk environments. This update resolves the issue that prevented operators from saving incidents that contain broken images. We sincerely apologize for any inconvenience this issue may have caused and appreciate your patience while we worked to resolve it. Kind regards, The TOPdesk Team

1. 8 giugno 2026 alle ore 08:11 UTCinvestigating

   We are currently experiencing disruptions with access to my.topdesk.com Over the weekend (June 6th to 7th), we scheduled maintenance to update our AD FS and MiM systems. During this process, we encountered several issues that we have not yet resolved. We are actively working to restore access to My TOPdesk as swiftly as possible. Currently, login to My TOPdesk is temporarily unavailable If you would like to register an incident with support, please send an email to [email protected] Our apologies for the inconvenience. At the time of writing this we are not able to give you an estimate on when My TOPdesk will be available. The next update will be provided as events warrant until the issue has been resolved. E-mail updates will be sent right away when the issue has been resolved. You can subscribe on the status page (https://status.topdesk.com) for additional updates.

2. 9 giugno 2026 alle ore 13:23 UTCresolved

   The access to my.topdesk has been restored. The issues caused by the maintenance on the 6th-7th of June have been resolved. The cause will be evaluated to prevent similar issues in the future. We apologize again for any inconvenience and thank you for your patience.

1. 6 giugno 2026 alle ore 18:26 UTCinvestigating

   TOPdesk environment unreachable for hosting location in Canada

2. 6 giugno 2026 alle ore 18:28 UTCinvestigating

   We are currently investigation the cause of this outage. We will keep you updates every 30 minutes

3. 6 giugno 2026 alle ore 19:51 UTCinvestigating

   We are continuing to investigate this issue.

4. 6 giugno 2026 alle ore 20:04 UTCinvestigating

   We have identified an issue in the load balancer for the services cluster. We are working on resolving this issue.

5. 6 giugno 2026 alle ore 20:19 UTCinvestigating

   All environments are accessible again. Root cause analysis will be published within a week.

6. 6 giugno 2026 alle ore 20:23 UTCmonitoring

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

7. 6 giugno 2026 alle ore 20:23 UTCresolved

   This incident has been resolved.

8. 12 giugno 2026 alle ore 09:28 UTCpostmortem

   The Azure-managed load balancer unexpectedly removed two port rules due to an azure internal issue in the integration between Kubernetes and Azure’s load balancer management. This resulted in a temporary loss of connectivity for our services. Adding the rules by hand resolved the issue. We are currently investigating how to prevent similar future outages.

1. 3 giugno 2026 alle ore 06:53 UTCinvestigating

   We are currently experiencing disruptions with the Adobe PDF plugin version 26.5.2.0  Customers experience issues login in as an Operator. The page will infinitely buffer. Turning off the browser plugin/extension and restarting your browser will resolve the issue for now. We will investigate further and will update you on the fix. Our apologies for the inconvenience.  Please find the latest updates on our TOPdesk Status Page: https://status.topdesk.com To inform TOPdesk you are affected by this issue, please visit https://my.topdesk.com/tas/public/ssp/ . Please refer to incident TDR26 06 895.

2. 3 giugno 2026 alle ore 11:42 UTCinvestigating

   Update: a workaround has been implemented, and the fix will be rolled out with the next release. The next version will usually be release within the next week.

3. 5 giugno 2026 alle ore 07:54 UTCinvestigating

   The issue where Operators where unable to use TOPdesk who had the Adobe Extension active in Chrome, is tested and ready. Our fix will be introduced in TOPdesk version 16.06.004. When your TOPdesk has reached this version, you can turn the Extension on again in the Chrome Extension. Our apologies for the inconvenience.

4. 10 giugno 2026 alle ore 14:01 UTCinvestigating

   Dear customers, As announced last week, the fix for the Adobe Plugin issue was announced. Due to the way the TOPdesk release cycle works, it will take some time before you'll notice the fix in your TOPdesk. Hopefully most/all update groups will have the correct version on Friday. We will try to keep you updated where possible.

5. 17 giugno 2026 alle ore 07:56 UTCresolved

   Dear Customers, As communicated last week, a fix for the Adobe Plugin issue has been released. Due to the TOPdesk release cycle, it took some time to ensure that all environments were updated to the required version. We are pleased to confirm that version 16.06.004 has now been deployed to all TOPdesk environments. This update resolves the issue that prevented operators from logging in when the Adobe Plugin was enabled. You may now safely re-enable the Adobe Plugin. We sincerely apologize for any inconvenience this issue may have caused and appreciate your patience while we worked to resolve it. Kind regards, The TOPdesk Team

1. 1 giugno 2026 alle ore 07:15 UTCinvestigating

   We are currently experiencing a disruption to the import service on EU1. We are aware of the problem and are working on a solution. Our apologies for the inconvenience. At the time of writing this we are not able to give you an estimate on when your environment will be available. The next update will be provided as events warrant until the issue has been resolved. E-mail updates will be sent right away when the issue has been resolved. You can subscribe on the status page (https://status.topdesk.com) for additional updates. To inform TOPdesk you are affected by this issue, please visit https://my.topdesk.com/tas/public/ssp/ . Please refer to incident TDR26 06 039.

2. 1 giugno 2026 alle ore 11:12 UTCmonitoring

   We have restarted the import service and are seeing improvements in the performance. Imports can now executed again. We will continue to monitor the situation.

3. 1 giugno 2026 alle ore 12:12 UTCresolved

   We have continued to monitor the import services following the reported issues and have not observed any further occurrences. Everything is operating as expected. As no additional problems have been identified, we will proceed with closing this major.

1. 22 aprile 2026 alle ore 09:55 UTCinvestigating

   We are currently experiencing disruptions with our SSP. After clicking on a form in the SSP, the page appears white. Hitting ctrl+F5 (or Cmd + Shift + R for Mac) seems to help as a workaround. Our apologies for the inconvenience. At the time of writing this we are not able to give you an estimate on when your environment will be available. The next update will be provided as events warrant until the issue has been resolved. E-mail updates will be sent right away when the issue has been resolved. You can subscribe on the status page (https://status.topdesk.com) for additional updates. To inform TOPdesk you are affected by this issue, please visit https://my.topdesk.com/tas/public/ssp/ . Please refer to incident TDR26 04 5630.

2. 22 aprile 2026 alle ore 12:45 UTCmonitoring

   Because the problem occurred after the last update, we decided to rollback the update again. Following this rollback, multiple customers have confirmed that the issue has been resolved. Based on this feedback, we are putting this major into monitoring time. If the problem does not recur, we will close the major at around 7 o'clock. At this time, the exact root cause has not yet been fully identified. Our team will continue to investigate to determine the underlying issue and prevent recurrence. Should you experience any further problems, please do not hesitate to contact us. A RCA will be published once ready

3. 23 aprile 2026 alle ore 06:29 UTCresolved

   As no further issues arose during the monitoring period, we are hereby closing the major and all linked incidents. At this time, the exact root cause has not yet been fully identified. Our team will continue to investigate to determine the underlying issue and prevent recurrence. Should you experience any further problems, please do not hesitate to contact us. A RCA will be published once ready.

1. 16 marzo 2026 alle ore 14:08 UTCinvestigating

   We are currently experiencing disruptions with logging in to My TOPdesk. We are aware of the problem and are working on a solution. Our apologies for the inconvenience. At the time of writing this we are not able to give you an estimate on when your environment will be available. The next update will be provided as events warrant until the issue has been resolved. E-mail updates will be sent right away when the issue has been resolved. You can subscribe on the status page (https://status.topdesk.com) for additional updates. To inform TOPdesk you are affected by this issue, please visit https://my.topdesk.com/tas/public/ssp/ . Please refer to incident TDR26 03 4191.

2. 16 marzo 2026 alle ore 14:24 UTCmonitoring

   The issue has been identified and resolved. You can now log in to MyTOPdesk again. We are keeping a close eye on the situation. We apologise for the inconvenience.

3. 16 marzo 2026 alle ore 18:09 UTCresolved

   The issue has been identified and resolved. You can now log in to MyTOPdesk again. We are keeping a close eye on the situation. We apologise for the inconvenience.

1. 20 gennaio 2026 alle ore 09:58 UTCinvestigating

   We are currently experiencing disruptions with one of our services. As a result, some or all of the knowledge items in the operator section won't display your written content but .json code. The SSP view seems to be not affected. Only early update groups are impacted. We are aware of the problem and are working on a solution. As a workaround, switching temporarily to the old knowledge base shows the content again. Please stay away from editing and saving knowledge items until the issue is resolved. Our apologies for the inconvenience. At the time of writing this, we are not able to give you an estimate on when your environment will be available. The next update will be provided as events warrant until the issue has been resolved. E-mail updates will be sent right away when the issue has been resolved. You can subscribe on the status page (https://status.topdesk.com) for additional updates. To inform TOPdesk you are affected by this issue, please visit https://my.topdesk.com/tas/public/ssp/ . Please refer to incident TDR26 01 5257.

2. 20 gennaio 2026 alle ore 11:28 UTCinvestigating

   We are still experiencing disruptions with one of our services. As a result, some or all of the knowledge items in the operator section won't display your written content but .json code. The SSP view seems to be not affected. Only early update groups are impacted. We will applied fixes to test environments of the early update groups and the applied fixes showed the desired result. To apply these fixes in your production environment, a restart is needed. The restarts will happen after 13:00 CET today. The estimated downtime for each environment is about 5 minutes. As a result of this fix the new knowledge base will be deactivated temporarily and can't be turned on until the underlying issue is resolved. We are also working on a permanent solution for this issue.  Please stay away from editing and saving knowledge items until the issue is resolved. Our apologies for the inconvenience. The current status can be found on our TOPdesk Status Page: https://status.topdesk.com

3. 20 gennaio 2026 alle ore 16:16 UTCresolved

   The major incident has been resolved. For the early update groups, both test and production environments, fixes have been applied and the knowledge base functionality has been restored. That being said, the underlying issue will be resolved in an upcoming TOPdesk version update in the near future. To guarantee stability, the fix won't be applied today; the knowledge base can be used, as you are used to, from now on again. If a rich-text field of a knowledge item was edited edited during the lifetime of this major, from the impacted usergroup, the edited content can't be recovered, even if the final fix is applied. Thank you for your patience.

1. 16 gennaio 2026 alle ore 11:41 UTCinvestigating

   We are currently experiencing multiple issues related to new rich text functionalities in the Knowledge Management module, specifically when images are included in knowledge items or news items. We are aware of the problem and are working on a solution. Our apologies for the inconvenience. The next update will be provided as events warrant until the issue has been resolved. E-mail updates will be sent right away when the issue has been resolved. You can subscribe on the status page (https://status.topdesk.com) for additional updates. To inform TOPdesk you are affected by this issue, please visit https://my.topdesk.com/tas/public/ssp/ . Please refer to incident TDR26 01 4577.

2. 16 gennaio 2026 alle ore 12:55 UTCinvestigating

   Research by our developers is still ongoing. A recent change in our code seems to be the likely cause. We will provide you with further information as soon as we have it.

3. 16 gennaio 2026 alle ore 13:59 UTCinvestigating

   Our developers are still researching the issue. We will provide you with further information as soon as we have it.

4. 16 gennaio 2026 alle ore 15:25 UTCresolved

   Our development department was able to create a solution for the problem. We have implemented this solution in all environments and have already received positive feedback. However, in order for the solution to work, all images in the affected knowledge articles must be re-uploaded. We apologise for any inconvenience caused.

1. 24 dicembre 2025 alle ore 09:00 UTCinvestigating

   We are currently experiencing disruptions at our EU1 hosting location, on specific containers. Please contact TOPdesk Support after submitting an incident, so we can store additional logfiles to investigate this. Our apologies for the inconvenience. At the time of writing this we are not able to give you an estimate on when your environment will be available. The current status can be found on our TOPdesk Status Page: https://status.topdesk.com To inform TOPdesk you are affected by this issue, please visit https://my.topdesk.com/tas/public/ssp/ . Please refer to incident TDR25 12 8094.

2. 24 dicembre 2025 alle ore 09:34 UTCinvestigating

   We are currently experiencing disruptions at our EU1 hosting location. The disruptions affecting only specific containers and currently have two different outcomes •Sloweness •Not beeing able to download attachements Please contact TOPdesk Support after submitting an incident, so we can store additional logfiles to investigate this. Our apologies for the inconvenience. At the time of writing this we are not able to give you an estimate on when your environment will be working properly again. The current status can be found on our TOPdesk Status Page: https://status.topdesk.com

3. 24 dicembre 2025 alle ore 10:38 UTCinvestigating

   We are currently experiencing disruptions at our EU1 hosting location. The disruptions affecting only specific containers and currently have the following outcomes •Sloweness •Not beeing able to download attachements •E-Mail Import fails Please contact TOPdesk Support after submitting an incident, so we can store additional logfiles to investigate this. Our apologies for the inconvenience. At the time of writing this we are not able to give you an estimate on when your environment will be working properly again. The current status can be found on our TOPdesk Status Page: https://status.topdesk.com

4. 24 dicembre 2025 alle ore 11:00 UTCinvestigating

   A fix has been implemented to affected containers; we will monitor the applied changes. It can take up to 15 minutes until the fix is propagated to all affected environments. Please contact TOPdesk Support after submitting an incident, so we can store additional logfiles to investigate this. Our apologies for the inconvenience. The current status can be found on our TOPdesk Status Page: https://status.topdesk.com

5. 24 dicembre 2025 alle ore 12:34 UTCinvestigating

   The major has been resolved. The applied fixes to specific containers in our EU1-datacenter resolved the following issues: •Slowness •Not being able to upload/download attachments •E-Mail import fails due to file server issues •Registering incidents by the SSP with attachements  Please check all your mail import folders and mail import connectors. It is likely that emails have been moved to your unsuccessful folder. Please move them to your inbox again, mark them as unread, and let the import run again. Thanks for your patience, and happy holidays.

6. 24 dicembre 2025 alle ore 12:34 UTCresolved

   The major has been resolved. The applied fixes to specific containers in our EU1-datacenter resolved the following issues: •Slowness •Not being able to upload/download attachments •E-Mail import fails due to file server issues •Registering incidents by the SSP with attachements  Please check all your mail import folders and mail import connectors. It is likely that emails have been moved to your unsuccessful folder. Please move them to your inbox again, mark them as unread, and let the import run again. Thanks for your patience, and happy holidays.

1. 19 dicembre 2025 alle ore 12:26 UTCinvestigating

   We are currently experiencing disruptions across multiple hosting locations. As a result, your TOPdesk environment may experience degraded performance or temporary unavailability. We are investigating the issue, which may be related to a disruption at an external service provider. For reference, Cloudflare’s service status can be found here: https://www.cloudflarestatus.com/ Please contact TOPdesk Support after submitting an incident, so we can store additional logfiles to investigate this. Our apologies for the inconvenience. At the time of writing this we are not able to give you an estimate on when your environment will be available. We aim to update this status page every 30 minutes until the issue has been resolved. E-mail updates will be sent when the issue has been resolved. You can subscribe on the status page (https://status.topdesk.com) for additional updates. To inform TOPdesk you are affected by this issue, please visit My TOPdesk .

2. 19 dicembre 2025 alle ore 12:42 UTCmonitoring

   Cloudflare has implemented a fix for the network performance issues and is monitoring the results. We are also monitoring the situation across our own TOPdesk environments and will provide further updates as they become available.

3. 19 dicembre 2025 alle ore 14:28 UTCresolved

   Cloudflare has closed their incident after confirming that network performance has been restored. We have not observed further impact on TOPdesk environments and have also received positive feedback from customers confirming service stability.

1. 5 dicembre 2025 alle ore 09:09 UTCinvestigating

   We are currently experiencing disruptions with Cloudflare We are aware of the problem and are working on a solution. Our apologies for the inconvenience. At the time of writing this we are not able to give you an estimate on when your environment will be available. The next update will be provided as events warrant until the issue has been resolved. E-mail updates will be sent right away when the issue has been resolved. You can subscribe on the status page (https://status.topdesk.com) for additional updates. To inform TOPdesk you are affected by this issue, please visit https://my.topdesk.com/tas/public/ssp/ . Please refer to incident TDR25 12 2484.

2. 5 dicembre 2025 alle ore 09:16 UTCmonitoring

   Cloudflare has introduced a fix. Environments should be back online  We will keep monitoring and wait for further messaging. Our apologies for the inconvenience.

3. 5 dicembre 2025 alle ore 09:43 UTCresolved

   Cloudflare has resolved the issue on their status page. We have received feedback that TOPdesk is working as expected. This Major incident will be closed since the issue is resolved. We'd like to apologies once more for the inconvenience and will communicate an RCA once it is received

4. 19 dicembre 2025 alle ore 14:59 UTCpostmortem

   A change made to how Cloudflare's Web Application Firewall parses incoming requests caused Cloudflare's network to be unavailable for several minutes this morning. This change was deployed by Cloudflare's team to help mitigate the industry-wide vulnerability disclosed this week in React Server Components. CloudFlare has issued a detailed statement on this matter here: [https://blog.cloudflare.com/5-december-2025-outage/](https://blog.cloudflare.com/5-december-2025-outage/)

1. 20 novembre 2025 alle ore 10:14 UTCinvestigating

   We are currently experiencing disruptions regarding the Asset module and automated actions Automated actions for Asset management are failing. Fields related to ${(_linkAdded["assignment_persons"] and ${(_linkRemoved["assignment_persons"] are affected and no longer give a value. The error message can differ depending on what is being done in the step. Examples are:  {"errors":{"personTopDeskId":["The personTopDeskId field is required."]} {"errors":[{"errorCode":"parse_error","appliesTo":["id"],"errorMessage":"uuid has invalid length"}]} We are aware of the problem and are working on a solution. To help us troubleshoot this issue, please add the following information to your ticket when you are affected by this disruption: - The date and time of the last reproduction of this issue - The username of the user that reproduced this issue - A description of what the user was doing in TOPdesk - Browser activity and network traffic logs in a .HAR file, see KI 11015 on how to gather this information. Please contact TOPdesk Support after submitting an incident, so we can store additional logfiles to investigate this. Our apologies for the inconvenience. At the time of writing this we are not able to give you an estimate on when your environment will be available. The next update will be provided as events warrant until the issue has been resolved. E-mail updates will be sent right away when the issue has been resolved. You can subscribe on the status page (https://status.topdesk.com) for additional updates. To inform TOPdesk you are affected by this issue, please visit https://my.topdesk.com/tas/public/ssp/ . Please refer to incident TDR25 11 5294.

2. 20 novembre 2025 alle ore 10:19 UTCinvestigating

   Dear Customers, We are investigating an issue affecting automated actions in the asset module. Fields related to 'assigned_persons' are affected and no longer return values, potentially breaking action sequences. This could cause issues assigning assets to persons, unassigning assets to persons or retrieving information about assets assigned to a person, using the API. We have been able to reproduce the steps for this behavior and are working actively to mitigate the issue. Please visit my.topdesk and indicate if you are affected in any way. Our apologies for the inconvenience. Please follow www.status.topdesk.com

3. 20 novembre 2025 alle ore 12:08 UTCresolved

   Dear Customers, Our development team has rolled out a fix, resolving the issue affecting automated actions in the asset module. The solution does have an instant effect in your environments, and no further steps are needed to have this solved. Our apologies for the inconvenience. A Root Cause Analysis (RCA) will be posted on the TOPdesk status page once available.