Historial de interrupciones de Topdesk

1. July 21, 2026 at 2:02 PM UTCmonitoring

   TOPdesk está introduciendo guías en el producto dentro de la interfaz TOPdesk: pasos cortos, puntas de herramientas y sugerencias de retroalimentación ocasional que ayudan a los usuarios a descubrir características y obtener más valor de TOPdesk. Esta guía se entrega a través de una plataforma proporcionada por Userpilot, Inc.. Tenga en cuenta que, a diferencia de los productos adicionales opcionales, esta capa de orientación se aplica a todos los entornos TOPdesk SaaS; no es una suscripción separada. ¿Qué significa este cambio para sus datos? Para ofrecer esta guía, Userpilot procesa un conjunto limitado de datos en nombre de TOPdesk: Metadatos de interacción: si un elemento de orientación fue visto, completado, despedido o saltado. Un conjunto limitado de identificadores de usuario — usado para que la misma guía no se muestre repetidamente al mismo usuario. Estos datos son pseudonymous. No incluye ningún contenido de su entorno TOPdesk, sin entradas, sin registros de clientes y sin datos personales que haya introducido en TOPdesk. Debido a que Userpilot procesa datos personales limitados (identificadores del usuario) en nombre de TOPdesk, Userpilot actúa como subprocesador según se define en las leyes de protección de datos aplicables, incluyendo el GDPR, el GDPR del Reino Unido y la Ley de Protección de Datos Generales de Brasil (LGPD). Los datos procesados por Userpilot en conexión con TOPdesk se almacenan y procesan dentro de la Unión Europea —específicamente en servidores ubicados en Francia— para todos los clientes, independientemente de dónde se encuentre el cliente. Es accesible sólo para el personal autorizado. Para clientes situados fuera de la UE, esto significa que sus datos relacionados con Userpilot se procesan en la UE en lugar de en su propia región. Para entregar correctamente la guía, Userpilot utiliza direcciones IP para determinar el país del usuario final; estas direcciones IP no se almacenan permanentemente y se descartan una vez procesadas. Estos datos están encriptados en tránsito y en reposo y están cubiertos por un Acuerdo de Procesamiento de Datos que proporciona salvaguardias adecuadas de conformidad con la ley de protección de datos aplicable. Este cambio tiene efecto el 21 de agosto. Para más detalles e información de antecedentes, consulte My TOPdesk Knowledge Item: KI 19347 Si tiene alguna objeción respecto a este cambio, por favor responda dentro de 30 días a TOPdesk Support: [email protected] o https://my.topdesk.com. Nuestro equipo de apoyo también está disponible para cualquier otra pregunta o comentario sobre este cambio.

2. July 21, 2026 at 2:04 PM UTCmonitoring

   Política de privacidad Q Pula: Userpilot in TOPdesk ¿Qué es Userpilot? Userpilot es una herramienta que permite que TOPdesk muestre la guía en el producto — cosas como pasarelas a bordo, puntas de herramientas y consejos de retroalimentación cortos— directamente dentro de la interfaz TOPdesk. Es utilizado por TOPdesk para ayudar a los clientes a obtener más valor del producto. ¿Tiene acceso Userpilot a nuestros datos? No. Userpilot no tiene acceso a nada almacenado en su entorno TOPdesk. No puede ver sus entradas, sus registros de clientes, sus datos personales o cualquier contenido que su organización haya introducido en TOPdesk. ¿Qué datos recopila Userpilot? Procesos de usuario únicamente: Metadatos de interacción: si un usuario se dedica, despide o completa un elemento de orientación (por ejemplo, una guía o punta de herramientas). Metadatos de usuario: un conjunto limitado de identificadores que TOPdesk envía para que la misma guía no se muestre repetidamente al mismo usuario. Estos datos son pseudonymous: no incluyen nombres, direcciones de correo electrónico o ningún contenido de su entorno TOPdesk. Debido a que implica identificadores de usuario limitados, se trata como datos personales bajo el GDPR y se maneja en consecuencia. ¿Dónde se almacenan y procesan los datos? Todos los datos procesados por Userpilot en conexión con TOPdesk se almacenan y procesan dentro de la Unión Europea —específicamente en servidores ubicados en Francia— para todos los clientes, independientemente de dónde se encuentre el cliente. Para entregar correctamente la guía, Userpilot utiliza direcciones IP para determinar el país del usuario final; estas direcciones IP no se almacenan permanentemente y se descartan una vez procesadas. ¿Es Userpilot un subprocesador bajo nuestro acuerdo de procesamiento de datos con TOPdesk? Sí. Userpilot se ha añadido como subprocesador. Los clientes son informados de esto a través de una notificación separada del subprocesador formal (publicada en nuestra página de estado de SaaS), que establece los detalles necesarios y su derecho a oponerse dentro del período indicado. Este documento es un documento de referencia y no es en sí mismo esa notificación formal. ¿Hay un Acuerdo de Procesamiento de Datos (DPA) en vigor con Userpilot? Sí, existe un acuerdo de procesamiento de datos entre TOPdesk y Userpilot. El acuerdo en sí es confidencial entre las partes, por lo que no podemos compartir una copia, pero estamos contentos de responder preguntas sobre cómo se procesan y protegen sus datos. ¿Podemos optar o pedir que nuestros datos sean eliminados? En virtud del RGPD (artículo 17, "derecho a borrar"), los individuos pueden pedir que se supriman sus datos personales, por ejemplo, cuando ya no es necesario o se ha retirado el consentimiento. Para ejercer este derecho, póngase en contacto con nosotros en la dirección de abajo y nos ocuparemos de la solicitud. Esto está separado de su derecho a oponerse a la adición de Userpilot como subprocesador, que está cubierto por el procedimiento formal de notificación del subprocesador y el período de objeción conexo. ¿Quién podemos contactar con más preguntas? Para preguntas generales o observaciones sobre este cambio, sírvase dirigirse a TOPdesk Support: [email protected] o https://my.topdesk.com. Para preguntas específicas sobre privacidad o protección de datos, puede contactar a nuestro equipo de privacidad directamente en [email protected].

Traducido automáticamente desde la actualización oficial del incidente.

1. July 14, 2026 at 8:18 AM UTCinvestigating

   Actualmente estamos experimentando perturbaciones con el acceso al portal My TOPdesk. Somos conscientes del problema y estamos trabajando en una solución. Nuestras disculpas por la molestia. En el momento de escribir esto no podemos darle una estimación sobre cuándo estará disponible su entorno. La próxima actualización se proporcionará como garantía de eventos hasta que se haya resuelto la cuestión. Las actualizaciones de correo electrónico se enviarán inmediatamente cuando se haya resuelto el problema. Puede suscribirse en la página de estado (https://status.topdesk.com) para recibir actualizaciones adicionales. Para informar a TOPdesk usted está afectado por esta cuestión, visite https://my.topdesk.com/tas/public/ssp/ . Véase el incidente TDR26 07 3573.

2. July 14, 2026 at 10:03 AM UTCinvestigating

   Quisiéramos actualizarle el progreso de la investigación. En este momento nuestros ingenieros siguen investigando el tema y no han podido resolver el problema todavía. Le enviaremos otra actualización dentro de 3 horas o antes si se pueden compartir noticias sobre la solución.

3. July 14, 2026 at 11:29 AM UTCinvestigating

   Seguimos investigando esta cuestión.

4. July 14, 2026 at 12:07 PM UTCmonitoring

   Nos complace informarle de que hemos resuelto los problemas y que debe ser capaz de conectarse al MyTOPdesk de nuevo. Esta tarde supervisaremos de cerca la situación para garantizar que el servicio siga siendo estable. Si permanece estable, cerraremos el mayor a las 17.00 horas CET.

5. July 14, 2026 at 3:25 PM UTCresolved

   Después de la vigilancia hemos llegado a la conclusión de que la solución es estable, y por lo tanto cerraremos este importante incidente. Sinceramente nos disculpamos por la inconveniencia causada y gracias por su paciencia y comprensión.

Traducido automáticamente desde la actualización oficial del incidente.

1. July 2, 2026 at 9:03 AM UTCinvestigating

   Actualmente estamos experimentando perturbaciones que afectan a los clientes hospedados en la UE1, dando lugar a problemas de rendimiento. Como resultado, su entorno TOPdesk puede ser lento o temporalmente indisponible. Somos conscientes del problema y estamos trabajando en una solución. Nuestras disculpas por la molestia. En el momento de escribir, no somos capaces de proporcionar una estimación para cuando el servicio normal será restaurado. Nos proponemos actualizar esta página de estado cada 30 minutos hasta que se haya resuelto el problema. Las actualizaciones de correo electrónico se enviarán cuando se haya resuelto el problema. Puede suscribirse en la página de estado (https://status.topdesk.com) para recibir actualizaciones adicionales. Para informar a TOPdesk usted está afectado por este problema, visite My TOPdesk .

2. July 2, 2026 at 11:42 AM UTCmonitoring

   Hemos identificado la cuestión y hemos adoptado medidas para mitigar la causa. La EU1co3 está ahora de vuelta al estado operativo completo sin problemas de rendimiento Seguiremos vigilando de cerca la situación para garantizar que el servicio siga siendo estable.

3. July 2, 2026 at 6:57 PM UTCresolved

   En este momento la EU1co3 está ahora de vuelta al estado operativo completo sin ningún problema de rendimiento, cerraremos este importante.

Traducido automáticamente desde la actualización oficial del incidente.

1. June 25, 2026 at 3:31 PM UTCinvestigating

   Actualmente estamos experimentando problemas en nuestro centro de datos CA1. Como resultado, su entorno TOPdesk puede no estar disponible. Somos conscientes del problema y estamos trabajando en una solución. Nuestras disculpas por la molestia. En el momento de escribir esto no podemos darle una estimación sobre cuándo estará disponible su entorno. La próxima actualización se proporcionará como garantía de eventos hasta que se haya resuelto la cuestión. Las actualizaciones de correo electrónico se enviarán inmediatamente cuando se haya resuelto el problema. Puede suscribirse en la página de estado (https://status.topdesk.com) para recibir actualizaciones adicionales. Para informar a TOPdesk usted está afectado por esta cuestión, visite https://my.topdesk.com/tas/public/ssp/ . Véase el incidente TDR26 06 8482.

2. June 25, 2026 at 4:03 PM UTCresolved

   La cuestión se ha resuelto y todos los casos deben volver a ser accesibles. Publicaremos un RCA tan pronto como este asunto haya sido evaluado internamente. Nuestras disculpas por los inconvenientes.

3. June 26, 2026 at 3:46 PM UTCpostmortem

   Como parte de las mejoras previstas en la infraestructura de nuestro entorno del Canadá, un cambio de configuración aplazado anteriormente se aplicó involuntariamente durante una actualización de servicio de rutina. Debido a que este cambio dependía de la infraestructura que aún no se había desplegado en el entorno de Canadá, el tráfico de clientes no podía enrutarse correctamente, lo que provocó interrupciones de los servicios. Una vez que se identificó el problema, el cambio de configuración se revolvió inmediatamente, restaurando el servicio normal. También hemos actualizado nuestro proceso de despliegue para evitar que los cambios de configuración aplazados se apliquen sin querer en el futuro.

Traducido automáticamente desde la actualización oficial del incidente.

1. June 19, 2026 at 6:11 AM UTCinvestigating

   Actualmente estamos experimentando perturbaciones en uno de nuestros servicios. Como resultado logging in to your TOPdesk environment may not be possible. Somos conscientes del problema y estamos trabajando en una solución. Nuestras disculpas por la molestia. En el momento de escribir esto no podemos darle una estimación sobre cuándo estará disponible su entorno. La próxima actualización se proporcionará como garantía de eventos hasta que se haya resuelto la cuestión. Las actualizaciones de correo electrónico se enviarán inmediatamente cuando se haya resuelto el problema. Puede suscribirse en la página de estado (https://status.topdesk.com) para recibir actualizaciones adicionales. Iniciar sesión no está funcionando Para informar a TOPdesk usted está afectado por esta cuestión, visite https://my.topdesk.com/tas/public/ssp/ . Véase el incidente TDR26 06 6038.

2. June 19, 2026 at 7:14 AM UTCinvestigating

   Actualmente estamos investigando la causa de esta cuestión. Proporcionaremos una actualización tan pronto como se disponga de más información, y a más tardar 3 horas de ahora.

3. June 19, 2026 at 7:48 AM UTCmonitoring

   Hemos identificado la cuestión y aplicado una solución. Ahora debe ser capaz de conectarse a su entorno TOPdesk como se esperaba. Si sigues experimentando problemas de login, por favor contacta con nuestro equipo de soporte y háganoslo saber. Seguiremos vigilando de cerca la situación para garantizar que el servicio siga siendo estable.

4. June 22, 2026 at 7:37 AM UTCresolved

   Querido cliente, Durante el fin de semana no se han observado más problemas y todos los servicios han estado operando normalmente. Para cerrar el comandante. Se ha identificado la causa raíz de esta perturbación y se publicará un Análisis de Causas Root tan pronto como esté disponible. Sinceramente nos disculpamos por cualquier inconveniente que este tema pueda haber causado y apreciar su paciencia mientras trabajamos para resolverlo. Saludos. El equipo TOPdesk

5. June 24, 2026 at 1:43 PM UTCpostmortem

   ** Análisis de la causa raíz:** Durante una migración de enrutamiento de servicio planificada, se perdió una actualización de configuración necesaria para un servicio. Como resultado, el tráfico para ese servicio se enrutó incorrectamente. Debido a que otros servicios no se vieron afectados y la configuración general parecía válida, la vigilancia existente no detectó la cuestión. La causa raíz fue error humano durante el proceso de actualización de configuración. ** Medidas preventivas** Para reducir el riesgo de problemas similares, aplicaremos sistemáticamente el principio de cuatro ojos a todos los cambios de configuración e introduciremos una medida obligatoria de verificación posterior a la ejecución para asegurar que todas las actualizaciones previstas se hayan aplicado correctamente antes de que se considere que se ha completado un cambio.

Traducido automáticamente desde la actualización oficial del incidente.

1. June 10, 2026 at 10:15 AM 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. June 10, 2026 at 11:18 AM 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. June 10, 2026 at 7:38 AM 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. June 10, 2026 at 1:57 PM 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. June 11, 2026 at 10:42 AM 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. June 19, 2026 at 8:19 AM 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. June 9, 2026 at 3:06 PM 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. June 10, 2026 at 9:16 AM 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. June 10, 2026 at 1:59 PM 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. June 11, 2026 at 12:38 PM 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. June 23, 2026 at 1:26 PM 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. June 8, 2026 at 8:11 AM 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. June 9, 2026 at 1:23 PM 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. June 6, 2026 at 6:26 PM UTCinvestigating

   TOPdesk environment unreachable for hosting location in Canada

2. June 6, 2026 at 6:28 PM UTCinvestigating

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

3. June 6, 2026 at 7:51 PM UTCinvestigating

   We are continuing to investigate this issue.

4. June 6, 2026 at 8:04 PM UTCinvestigating

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

5. June 6, 2026 at 8:19 PM UTCinvestigating

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

6. June 6, 2026 at 8:23 PM UTCmonitoring

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

7. June 6, 2026 at 8:23 PM UTCresolved

   This incident has been resolved.

8. June 12, 2026 at 9:28 AM 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. June 3, 2026 at 6:53 AM 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. June 3, 2026 at 11:42 AM 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. June 5, 2026 at 7:54 AM 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. June 10, 2026 at 2:01 PM 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. June 17, 2026 at 7:56 AM 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. June 1, 2026 at 7:15 AM 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. June 1, 2026 at 11:12 AM 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. June 1, 2026 at 12:12 PM 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. April 22, 2026 at 9:55 AM 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. April 22, 2026 at 12:45 PM 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. April 23, 2026 at 6:29 AM 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. March 16, 2026 at 2:08 PM 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. March 16, 2026 at 2:24 PM 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. March 16, 2026 at 6:09 PM 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. January 20, 2026 at 9:58 AM 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. January 20, 2026 at 11:28 AM 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. January 20, 2026 at 4:16 PM 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. January 16, 2026 at 11:41 AM 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. January 16, 2026 at 12:55 PM 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. January 16, 2026 at 1:59 PM UTCinvestigating

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

4. January 16, 2026 at 3:25 PM 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. December 24, 2025 at 9:00 AM 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. December 24, 2025 at 9:34 AM 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. December 24, 2025 at 10:38 AM 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. December 24, 2025 at 11:00 AM 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. December 24, 2025 at 12:34 PM 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. December 24, 2025 at 12:34 PM 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. December 19, 2025 at 12:26 PM 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. December 19, 2025 at 12:42 PM 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. December 19, 2025 at 2:28 PM 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. December 5, 2025 at 9:09 AM 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. December 5, 2025 at 9:16 AM 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. December 5, 2025 at 9:43 AM 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. December 19, 2025 at 2:59 PM 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. November 20, 2025 at 10:14 AM 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. November 20, 2025 at 10:19 AM 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. November 20, 2025 at 12:08 PM 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.