Historia awarii Deskpro

1. 20 sierpnia 2026 15:13 UTCinvestigating

   Niektórzy klienci w naszym regionie hostingowym w USA doświadczają błędów w połączeniu z połączeniami AI zarządzanymi przez Deskpro, co może uniemożliwić konfigurowanie lub wykorzystanie funkcji AI. Prowadzimy śledztwo.

2. 20 sierpnia 2026 15:52 UTCmonitoring

   Kwestia ta została złagodzona i funkcje AI działają normalnie.

3. 20 sierpnia 2026 17:20 UTCresolved

   Problem został rozwiązany, a funkcjonalność AI pracuje teraz normalnie.

Automatyczne tłumaczenie oficjalnej aktualizacji incydentu.

1. 19 sierpnia 2026 07:42 UTCinvestigating

   Badamy doniesienia, że obrazy i załączniki nie ładują się na niektóre stanowiska informacyjne w naszym regionie UE. Porażeni agenci widzą brakujące obrazy na istniejących biletach, a niektóre odpowiedzi zawierające obrazy zawodzą z błędem. Bilety, odpowiedzi i wszystkie inne funkcje działają w inny sposób. Tylko odpowiedzi Text- wysłać normalnie.

2. 19 sierpnia 2026 08:46 UTCmonitoring

   Obrazy i załączniki ładują się normalnie w całym regionie UE i od godziny 07: 00 UTC nie mieliśmy żadnych nowych sprawozdań. Jeśli nadal widzisz brakujące obrazy, proszę odświeżyć przeglądarkę i skontaktować się z nami na support.deskpro.com, jeśli problem utrzymuje się. Nie ustaliliśmy jeszcze, co to spowodowało i nadal prowadzimy dochodzenie. Aktualizujemy tę stronę z naszymi ustaleniami.

3. 19 sierpnia 2026 10:36 UTCresolved

   Kwestia ta została rozwiązana. Przyczyną była wewnętrzna zmiana sposobu, w jaki nasze systemy odnawiają swoje dane dostępu, co pozostawiało czasowo nieosiągalne przechowywanie plików. Dostęp został przywrócony automatycznie o 07: 00 UTC i zmiana została poprawiona. Dotyczy to tylko regionu UE. Przepraszamy za zakłócenia.

Automatyczne tłumaczenie oficjalnej aktualizacji incydentu.

1. 24 lipca 2026 09:27 UTCinvestigating

   Obecnie badamy raporty dotyczące kwestii uwierzytelniania za pomocą Google SSO. Inne metody uwierzytelniania wydają się być nienaruszone.

2. 24 lipca 2026 10:26 UTCidentified

   Zidentyfikowano problem, nad którym pracujemy.

3. 24 lipca 2026 11:46 UTCmonitoring

   Dla tych, którzy ucierpieli, wprowadzono tymczasowe rozwiązanie. Obecnie pracujemy nad długoterminowym rozwiązaniem.

4. 27 lipca 2026 13:42 UTCresolved

   Ten incydent został rozwiązany.

Automatyczne tłumaczenie oficjalnej aktualizacji incydentu.

1. 15 lipca 2026 09:36 UTCresolved

   Między 7: 30 a 7: 44 rano, dostęp do Deskpro został zniszczony na około 14 minut. Zakłócenie miało miejsce podczas planowej konserwacji infrastruktury, co było częścią naszych trwających prac hartujących po niedawnym incydencie serwisowym. Konserwacja trwała dłużej niż przewidywano. Serwis został całkowicie przywrócony o 7: 44am i wszystkie systemy działają normalnie. Brak danych nie został utracony ani naruszony.

Automatyczne tłumaczenie oficjalnej aktualizacji incydentu.

1. 13 lipca 2026 15:38 UTCresolved

   Między 13: 36 a 14: 15 BST, niektórzy klienci doświadczyli błędów i powolnej wydajności podczas korzystania z Deskpro. To było spowodowane problemem z jednym z naszych serwerów baz danych. Nasz zespół zidentyfikował dotknięty serwer i przekierował ruch z dala od niego, przywracając normalną wydajność. Rozpoczęliśmy śledztwo z naszym dostawcą infrastruktury, by ustalić przyczynę.

Automatyczne tłumaczenie oficjalnej aktualizacji incydentu.

1. 15 czerwca 2026 15:39 UTCinvestigating

   We're aware that some users may occasionally see an error when adding attachments to ticket replies. The issue is intermittent and uploads typically succeed when retried. The rest of the product is working normally and no data has been affected. Our team is investigating and working on a fix, and we'll share an update shortly.

2. 15 czerwca 2026 20:17 UTCinvestigating

   We are aware of an issue affecting some customers where attachment uploads intermittently fail with an error. Intermediate steps have been taken to reduce the impact. Background jobs are currently degraded while we continue to investigate a permanent fix.

3. 17 czerwca 2026 07:08 UTCidentified

   We identified an issue affecting a subset of customers in the US region that caused intermittent errors when uploading file attachments and delays in search results reflecting recent activity. Our engineering team applied mitigations on 16 June that restored attachment uploads for affected customers. We are continuing work this morning to fully resolve the underlying cause and clear the remaining backlog, so that search results return to normal. We will post a further update once this is resolved.

4. 18 czerwca 2026 07:15 UTCmonitoring

   We identified an issue affecting some Deskpro Cloud accounts that caused intermittent errors when uploading file attachments, and delayed search results with a persistent "search is indexing" message. We have applied mitigations, and attachment uploads are now working again for the large majority of affected accounts. Search indexing is still running behind on some accounts, so recently added content may take a little longer than usual to appear in search results. We are deploying permanent fixes and working through the backlog in the background. No action is required from customers - we are monitoring closely and will update this page as the situation improves

5. 25 czerwca 2026 10:17 UTCmonitoring

   A fix has been deployed to production. The underlying issue has been resolved and we are monitoring systems closely to confirm full stability. If you continue to experience problems, please contact our support team.

6. 26 czerwca 2026 13:54 UTCresolved

   This issue is now resolved. We have removed the mitigations that were put in place and confirmed normal operation. We'll continue to monitor closely to ensure stability and will provide a further update if anything changes.

1. 20 maja 2026 12:03 UTCidentified

   We are currently experiencing an issue affecting outbound messaging on WhatsApp and Meta social channels. Our team has identified the cause and a fix is in progress.

2. 22 maja 2026 09:20 UTCmonitoring

   A change has been implemented to restore agent replies on WhatsApp and Meta social channels. We are continuing to monitor the results.

3. 26 maja 2026 09:07 UTCresolved

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

1. 7 maja 2026 09:13 UTCinvestigating

   A subset of customers on Deskpro Cloud are experiencing issues with inbound calls not alerting agents. We are currently investigating this issue.

2. 7 maja 2026 09:56 UTCmonitoring

   We have identified the cause and applied a configuration fix to all affected customers. Inbound call alerting is now restored. We are monitoring to confirm full resolution.

3. 7 maja 2026 15:22 UTCresolved

   Inbound call alerting has been restored for all affected customers.

1. 23 kwietnia 2026 17:40 UTCinvestigating

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

2. 23 kwietnia 2026 20:12 UTCmonitoring

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

3. 23 kwietnia 2026 22:32 UTCresolved

   This incident has been resolved.

1. 27 marca 2026 12:38 UTCidentified

   We're aware of reports of some customers seeing the warning message "search is behind indexing". We're currently investigating and adding additional resource to mitigate in the mean time.

2. 27 marca 2026 15:32 UTCidentified

   A large number of changes have accumulated that require indexing, causing our processor to fall behind. We've added additional resources to increase throughput and are actively processing the backlog.

3. 27 marca 2026 15:33 UTCmonitoring

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

4. 27 marca 2026 16:34 UTCmonitoring

   Progress has been made working through the backlog. The additional resource is still up and we will continue to monitor progress.

5. 27 marca 2026 17:15 UTCmonitoring

   The backlog continues to reduce and we will continue to monitor over the weekend. A minority of accounts may continue to see the warning message as the final backlog gets processed.

6. 30 marca 2026 10:49 UTCresolved

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

1. 6 lutego 2026 13:54 UTCinvestigating

   We are currently investigating an issue affecting access to our service. Some users may experience intermittent availability or slower response times. Our team is actively working to identify the cause and restore full service as quickly as possible.

2. 6 lutego 2026 13:55 UTCinvestigating

   We are continuing to investigate this issue.

3. 6 lutego 2026 15:14 UTCmonitoring

   Usual service restored & monitoring situation.

4. 6 lutego 2026 15:50 UTCresolved

   This incident has been resolved.

1. 8 stycznia 2026 08:52 UTCinvestigating

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

2. 8 stycznia 2026 08:59 UTCinvestigating

   We are continuing to investigate this issue.

3. 8 stycznia 2026 09:09 UTCmonitoring

   We have identified the gateway timeout issue affected customers on a specific cloud region. Whilst we continue to investigate we can see sites have recovered and are monitoring the situation.

4. 8 stycznia 2026 09:54 UTCresolved

   This incident has been resolved.

1. 10 grudnia 2025 08:39 UTCmonitoring

   We’ve identified an issue affecting service availability and are actively implementing a fix. Normal operation is expected to return soon, and we will provide updates as recovery progresses.

2. 10 grudnia 2025 08:50 UTCmonitoring

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

3. 10 grudnia 2025 11:10 UTCresolved

   This incident has been resolved.

1. 24 listopada 2025 11:50 UTCinvestigating

   We’re aware that some customers’ agents are unable to log in. Our team is actively investigating the issue. In the meantime, performing a hard refresh and clearing your browser cache may help resolve the problem.

2. 24 listopada 2025 16:27 UTCmonitoring

   The earlier issues affecting agent logins have now been resolved. All services are operating normally, and we’re continuing to monitor to ensure stability.

3. 24 listopada 2025 20:25 UTCresolved

   This incident has been resolved.

1. 18 listopada 2025 12:46 UTCmonitoring

   Cloudflare, a service provider used all over the world including by Deskpro, is having global network issues. This is causing intermittent issues accessing Deskpro and performing certain functions (e.g. downloading attachments), as well as APIs required by third-party services (e.g. telephony services, SMS, WhatsApp). Cloudflare is aware of the problem and service is recovering. You can follow along here: https://www.cloudflarestatus.com/

2. 18 listopada 2025 13:12 UTCmonitoring

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

3. 18 listopada 2025 15:04 UTCresolved

   Cloudflare report that the issue has been resolved. Normal service should be fully restored. If you continue to experience any issues, please reach out to [email protected].

1. 2 października 2025 08:59 UTCinvestigating

   We are aware of an issue causing degraded performance with outbound voice calls, affecting some customers. Our team is currently investigating and working to resolve the problem.

2. 2 października 2025 15:05 UTCmonitoring

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

3. 2 października 2025 17:44 UTCresolved

   This incident has been resolved.

1. 27 lipca 2025 17:54 UTCidentified

   Some customers may experience issues with Voice and WhatsApp, and the Billing page may not load correctly. This stems from an ongoing problem with a third-party service we rely on. We've identified the cause and are actively monitoring the situation while also exploring potential workarounds to reduce impact. Updates will follow as we learn more.

2. 27 lipca 2025 21:08 UTCmonitoring

   Service from the third-party provider is being restored. Error rates are dropping as systems come back online. The situation is currently stable, and we’re actively monitoring for any changes.

3. 27 lipca 2025 23:01 UTCresolved

   This incident has been resolved.

1. 8 marca 2025 11:07 UTCinvestigating

   Some users may be experiencing outbound email delays. External providers like Google Apps or O365 aren’t affected. Our team is investigating.

2. 8 marca 2025 11:33 UTCidentified

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

3. 8 marca 2025 12:30 UTCmonitoring

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

4. 10 marca 2025 18:42 UTCresolved

   This incident has been resolved.

1. 30 stycznia 2025 15:11 UTCinvestigating

   We are currently experiencing a service disruption. Our team is actively working to mitigate the issue and restore normal operations as quickly as possible.

2. 30 stycznia 2025 15:41 UTCmonitoring

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

3. 30 stycznia 2025 19:01 UTCresolved

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

1. 29 stycznia 2025 16:36 UTCinvestigating

   We are currently experiencing a service disruption. Our team is actively working to mitigate the issue and restore normal operations as quickly as possible.

2. 29 stycznia 2025 16:51 UTCmonitoring

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

3. 29 stycznia 2025 22:28 UTCresolved

   A capacity planning issue became apparent due to a bug in an internal Deskpro Cloud service. This caused service disruptions while we added capacity and investigated the underlying problem. We have since mitigated the issue and are implementing process improvements for the future.