Topdesk の障害履歴

1. 2026年7月21日 14:02 UTCmonitoring

   TOPdesk は、TOPdesk インターフェイス内での製品案内を導入しています。 短いウォークスルー、ツールチップ、およびユーザーが TOPdesk から機能を発見し、より多くの価値を得るのに役立つ機会フィードバック プロンプト。 このガイダンスは、株式会社Userpilotが提供するプラットフォームを通じて配信されます。 オプションのアドオン製品とは異なり、このガイダンス層は、すべてのTOPdesk SaaS環境に適用され、別のサブスクリプションではありません。 データの変更とは? このガイダンスを配信するには、Userpilot は、TOPdesk の代わりに限られた一連のデータを処理します。 インタラクションメタデータ — ガイダンスの要素が見た、完了、却下、またはスキップされたかどうか。 ユーザーの識別子の制限セット — 使用されるため、同じガイダンスは同じユーザーに繰り返し表示されません。 このデータは擬似です。 お客様がTOPdesk環境に入力したいかなるコンテンツも、チケット、顧客記録、およびTOPdeskに入力した個人データは含まれません。 Userpilotは、TOPdeskの代わりに限られた個人データ(ユーザー識別子)を処理するため、Userpilotは、GDPR、英国GDPR、ブラジルの一般データ保護法(LGPD)を含む、適用されるデータ保護法で定義されているサブプロセッサとして機能します。 Topdeskと接続してUserpilotによって処理されたデータは、ヨーロッパ連合(EU)内で保存および処理されます。特に、フランスにあるサーバーに保管されます。 許可された人員だけがアクセス可能です。 EU以外のお客様にとっては、ユーザーパイロット関連のデータは、独自の領域ではなくEUで処理されることを意味します。 ガイダンスを正しく配信するには、Userpilot は IP アドレスを使用して、エンドユーザーの国を特定します。これらの IP アドレスは永続的に保存されず、処理されると廃棄されます。 このデータは、トランジットおよび残りで暗号化され、適用されるデータ保護法に従って適切な保護を提供するデータ処理協定によって覆われています。 この変更は8月21日(火)に有効です。 詳細は Mydesk TOP ナレッジ をご覧ください。 KI 19347 この変更に関する異議がある場合は、TOPdesk Support: [email protected] または https://my.topdesk.com まで30日以内に返信してください。 弊社のサポートチームは、この変更に関するその他の質問や備考も承っております.

2. 2026年7月21日 14:04 UTCmonitoring

   プライバシー Q&A: ユーザプロット Userpilotとは? Userpilot は、TOPdesk が製品案内を表示できるツールです。それは、ウォークスルー、ツールチップ、および短いフィードバックプロンプトをオンボーディングするようなものです。 お客様が製品からより多くの価値を得られるよう、TOPdesk が利用しています。 Userpilotはデータにアクセスしていますか? いいえ。 Userpilot は、TOPdesk 環境に格納されているものにアクセスできません。 チケット、顧客記録、お客様の個人データ、または組織がTOPdeskに入力したコンテンツは表示できません。 Userpilotはどのようなデータを収集しますか? Userpilot プロセスのみ: インタラクションメタデータ — ユーザーが従事しているか、却下したか、またはガイダンス要素(例えば、ウォークスルーまたはツールチップ)を完了するか。 ユーザメタデータ — 同一のガイダンスが同じユーザーに繰り返されないため、TOPdesk が送信する識別子の限定セット。 このデータは擬似です:それはあなたのTOPdesk環境からの名前、電子メールアドレス、または任意のコンテンツが含まれていません。 限られたユーザ識別子を含むため、GDPR の下での個人データとして扱われ、それに応じて処理されます。 データの保存と処理はどこにありますか? Topdesk に接続して Userpilot によって処理されるすべてのデータは、欧州連合(EU)内で保存および処理されます。特に、フランスにあるサーバーに保管されます。 ガイダンスを正しく配信するには、Userpilot は IP アドレスを使用して、エンドユーザーの国を特定します。これらの IP アドレスは永続的に保存されず、処理されると廃棄されます。 Userpilotは、TOPdeskとのデータ処理契約に基づくサブプロセッサーですか? はい。 Userpilot はサブプロセッサとして追加されました。 お客さまは、別途、正式なサブプロセッサー通知(当社のSaaSステータスページに掲載)を通じて、必要な詳細と記載された期間内のオブジェクトの権利を設定しています。 このQ&Aは参考文書であり、正式な通知ではありません。 Userpilotでデータ処理契約(DPA)はありますか? はい、データ処理契約は、TOPdeskとUserpilotの間で行われます。 本契約自体は、当事者間での機密性であるため、コピーを共有することができませんが、お客様のデータがどのように処理され、保護されるかについての質問にお答えします。 削除するデータのオプトアウト、または削除をお願いできますか? GDPR(第17条(「消去する権利」)では、個人は削除される個人データを求めることができます。例えば、必要がなくなったり、同意が撤回されていない場合。 この権利を行使するには、下記のアドレスにご連絡ください。 これは、正式なサブプロセッサ通知手順と関連する異議期間で覆われているUserpilotの追加にオブジェクトにあなたの権利とは別です。 ご質問・お問い合わせ この変更に関する一般的な質問や注意事項については、TOPdesk Support: [email protected] または https://my.topdesk.com までお問い合わせください。 プライバシーやデータ保護に関するご質問は、[email protected]まで直接お問い合わせください.

公式のインシデント更新を自動翻訳しています。

1. 2026年7月14日 8:18 UTCinvestigating

   現在、マイTOPdeskポータルにログインして、中断が発生しています。 私たちは、問題を認識し、解決に取り組んでいます。 不便をおかけしますが、 書き込み時に、環境が利用可能になったらお見積りを頂けません。 問題が解決されるまで、次のアップデートはイベントの保証として提供されます。 問題が解決したときにメールの更新がすぐに送信されます。 ステータスページ(https://status.topdesk.com)を購読して、追加の更新を行うことができます。 この問題の影響を受けているTOPdeskに通知するには、https://my.topdesk.com/tas/public/ssp/ をご覧ください。 例:TDR26 07 3573.

2. 2026年7月14日 10:03 UTCinvestigating

   調査の進捗状況をお知らせします。 現時点では、当社のエンジニアは問題を調査し、まだ問題の解決ができなかった。 ソリューションについてのニュースが共有できる場合は、3時間以内に別の更新を送信します.

3. 2026年7月14日 11:29 UTCinvestigating

   今後もこの問題について調査を続けてまいります.

4. 2026年7月14日 12:07 UTCmonitoring

   課題を解決し、MyTOPdeskに再度ログインできることをお知らせします。 本サービスが安定して残っていることを確実にするために、この午後に密接に状況を監視します。 安定しているままであれば、CETの17.00時間でメジャーをクローズします.

5. 2026年7月14日 15:25 UTCresolved

   モニタリング後、ソリューションが安定していると結論づけ、この大きな事件を閉じます。 誠に申し訳ございませんが、ご迷惑をおかけいたしますが、何卒ご了承くださいますようお願い申し上げます.

公式のインシデント更新を自動翻訳しています。

1. 2026年7月2日 9:03 UTCinvestigating

   現在、EU1でホストされているお客様には、パフォーマンスの問題が起きているのが現状です。 その結果、TOPdesk 環境が遅く、一時的に利用できなくなることがあります。 私たちは、問題を認識し、解決に取り組んでいます。 不便をおかけしますが、 筆記時に、通常のサービスが復元される際の見積もりは提供できません。 問題が解決するまで30分ごとにこのステータスページを更新します。 問題が解決したときにメールの更新が送信されます。 ステータスページ(https://status.topdesk.com)を購読して、追加の更新を行うことができます。 この問題の影響を受けているTOPdeskにご連絡ください.

2. 2026年7月2日 11:42 UTCmonitoring

   問題を特定し、原因を緩和するための行動をしました。 EU1co3 は、パフォーマンスの問題なく、運用状態を完全に維持できるようになりました。 今後も、サービスが安定し続けるよう、状況を密接に監視してまいります.

3. 2026年7月2日 18:57 UTCresolved

   今回、EU1co3 は、パフォーマンスの問題なく、運用状態を完全にバックアップするようになりました。このメジャーをクローズします.

公式のインシデント更新を自動翻訳しています。

1. 2026年6月25日 15:31 UTCinvestigating

   現在、CA1データセンターで問題が発生しています。 その結果、TOP環境では利用できません。 私たちは、問題を認識し、解決に取り組んでいます。 不便をおかけしますが、 書き込み時に、環境が利用可能になったらお見積りを頂けません。 問題が解決されるまで、次のアップデートはイベントの保証として提供されます。 問題が解決したときにメールの更新がすぐに送信されます。 ステータスページ(https://status.topdesk.com)を購読して、追加の更新を行うことができます。 この問題の影響を受けているTOPdeskに通知するには、https://my.topdesk.com/tas/public/ssp/ をご覧ください。 TDR26 06 8482 へのお問い合わせ.

2. 2026年6月25日 16:03 UTCresolved

   問題は解決され、すべてのインスタンスは再び到達可能でなければなりません。 本件が内部で評価されているとすぐにRCAを公開します。 不便をおかけしますが、.

3. 2026年6月26日 15:46 UTCpostmortem

   当社のカナダ環境への計画されたインフラ改善の一環として、サービス更新中に、以前に延期された構成変更が意図せずに適用されました。 この変更は、まだカナダ環境に展開されていないインフラに依存しているため、顧客トラフィックは正しくルーティングされず、サービス中断が発生します。 問題が特定されたら、構成変更はすぐにロールバックされ、正常なサービスを復元する。 また、今後、延期構成変更が未意図に適用されるのを防ぐため、展開プロセスをアップデートしました.

公式のインシデント更新を自動翻訳しています。

1. 2026年6月19日 6:11 UTCinvestigating

   現在、サービスの中断を経験しています。 その結果、TOPdesk 環境へのログインは不可能です。 私たちは、問題を認識し、解決に取り組んでいます。 不便をおかけしますが、 書き込み時に、環境が利用可能になったらお見積りを頂けません。 問題が解決されるまで、次のアップデートはイベントの保証として提供されます。 問題が解決したときにメールの更新がすぐに送信されます。 ステータスページ(https://status.topdesk.com)を購読して、追加の更新を行うことができます。 ログインは現在動作していません この問題の影響を受けているTOPdeskに通知するには、https://my.topdesk.com/tas/public/ssp/ をご覧ください。 例:TDR26 06 6038.

2. 2026年6月19日 7:14 UTCinvestigating

   現在、この問題の原因を調べています。 情報が増え次第、更新をいたします。また、現在から3時間以内に更新いたします.

3. 2026年6月19日 7:48 UTCmonitoring

   問題を特定し、修正を実施しました。 期待通り、TOPdesk環境にログインできるようになりました。 ログイン問題が発生した場合は、サポートチームにご連絡ください。 今後も、サービスが安定し続けるよう、状況を密接に監視してまいります.

4. 2026年6月22日 7:37 UTCresolved

   顧客を遅らせて下さい、 週末はこれ以上の問題を観察し、すべてのサービスは正常に動作していません。 メジャーをクローズします。 この混乱の根本原因は特定され、根本原因分析が利用可能になったらただちに投稿されます。 誠に誠に申し訳ございませんが、この問題は、解決に取り組みながら、ご迷惑をおかけいたしますが、何卒ご了承くださいますようお願い申し上げます。 お問い合わせ トップデスクチーム

5. 2026年6月24日 13:43 UTCpostmortem

   **ルート原因分析:** 計画されたサービスルーティングマイグレーション中は、1つのサービスの必要な構成更新が見逃されました。 その結果、そのサービスのトラフィックは誤ってルーティングされた。 他のサービスは影響を受けず、全体的な構成が有効になったので、既存の監視は問題を検出しなかった。 設定更新プロセス中に root 原因はヒューマン エラーでした。 **予防措置:** 同様の問題のリスクを低減するために、一貫して4眼の原則をすべての構成変更に適用し、すべての意図した更新が完全に考慮される前に正しく適用されることを確認するために、必須のポスト導入検証ステップを導入します.

公式のインシデント更新を自動翻訳しています。

1. 2026年6月10日 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. 2026年6月10日 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. 2026年6月10日 7:38 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. 2026年6月10日 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. 2026年6月11日 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. 2026年6月19日 8:19 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. 2026年6月9日 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. 2026年6月10日 9:16 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. 2026年6月10日 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. 2026年6月11日 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. 2026年6月23日 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. 2026年6月8日 8:11 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. 2026年6月9日 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. 2026年6月6日 18:26 UTCinvestigating

   TOPdesk environment unreachable for hosting location in Canada

2. 2026年6月6日 18:28 UTCinvestigating

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

3. 2026年6月6日 19:51 UTCinvestigating

   We are continuing to investigate this issue.

4. 2026年6月6日 20:04 UTCinvestigating

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

5. 2026年6月6日 20:19 UTCinvestigating

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

6. 2026年6月6日 20:23 UTCmonitoring

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

7. 2026年6月6日 20:23 UTCresolved

   This incident has been resolved.

8. 2026年6月12日 9:28 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. 2026年6月3日 6:53 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. 2026年6月3日 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. 2026年6月5日 7:54 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. 2026年6月10日 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. 2026年6月17日 7:56 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. 2026年6月1日 7:15 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. 2026年6月1日 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. 2026年6月1日 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. 2026年4月22日 9:55 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. 2026年4月22日 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. 2026年4月23日 6:29 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. 2026年3月16日 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. 2026年3月16日 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. 2026年3月16日 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. 2026年1月20日 9:58 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. 2026年1月20日 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. 2026年1月20日 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. 2026年1月16日 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. 2026年1月16日 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. 2026年1月16日 13:59 UTCinvestigating

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

4. 2026年1月16日 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. 2025年12月24日 9:00 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. 2025年12月24日 9:34 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. 2025年12月24日 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. 2025年12月24日 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. 2025年12月24日 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. 2025年12月24日 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. 2025年12月19日 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. 2025年12月19日 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. 2025年12月19日 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. 2025年12月5日 9:09 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. 2025年12月5日 9:16 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. 2025年12月5日 9:43 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. 2025年12月19日 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. 2025年11月20日 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. 2025年11月20日 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. 2025年11月20日 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.