Istoricul incidentelor Deskpro

1. 20 august 2026 la 15:13 UTCinvestigating

   Unii clienti din regiunea noastra de gazduire din SUA experimenteaza erori cu conexiuni Deskpro administrate AI, care pot preveni configurarea sau utilizarea caracteristicilor AI. Investigăm.

2. 20 august 2026 la 15:52 UTCmonitoring

   Problema a fost atenuată și caracteristicile AI funcționează în mod normal.

3. 20 august 2026 la 17:20 UTCresolved

   Problema a fost rezolvată, iar funcționalitatea AI funcționează în mod normal.

Traducere automată din actualizarea oficială a incidentului.

1. 19 august 2026 la 07:42 UTCinvestigating

   Investigăm rapoarte conform cărora imaginile și atașamentele nu se încarcă pentru anumite servicii de asistență din regiunea noastră UE. Agenţii afectaţi văd imagini lipsă pe biletele existente, iar unele răspunsuri conţinând imagini eşuează cu o eroare. Biletele, răspunsurile şi toate celelalte funcţii funcţionează altfel. Răspuns numai text trimite în mod normal.

2. 19 august 2026 la 08:46 UTCmonitoring

   Imaginile și atașamentele se încarcă în mod normal din nou în întreaga regiune a UE și nu am mai avut rapoarte noi de la ora 07:00 UTC. Dacă încă mai vedeți imagini lipsă, vă rugăm să reîmprospătați browser-ul mai întâi, și să ne contactați la support.deskpro.com dacă problema persistă. Încă nu am stabilit cauza şi continuăm să investigăm. Vom actualiza această pagină cu descoperirile noastre.

3. 19 august 2026 la 10:36 UTCresolved

   Această problemă a fost rezolvată. Cauza a fost o schimbare internă a modului în care sistemele noastre își reînnoiesc acreditările de acces, care au lăsat temporar inaccesibil depozitul de fișiere. Accesul a fost restaurat automat la 07:00 UTC și modificarea a fost corectată. Doar regiunea UE a fost afectată. Ne pare rău pentru întrerupere.

Traducere automată din actualizarea oficială a incidentului.

1. 24 iulie 2026 la 09:27 UTCinvestigating

   Investigăm în prezent rapoarte privind problemele de autentificare utilizând Google SSO. Alte metode de autentificare par să nu fie afectate.

2. 24 iulie 2026 la 10:26 UTCidentified

   Problema a fost identificată şi lucrăm la o rezolvare.

3. 24 iulie 2026 la 11:46 UTCmonitoring

   A fost pusă în aplicare o soluție temporară pentru cei care au fost afectați. În prezent lucrăm la o soluţie pe termen mai lung.

4. 27 iulie 2026 la 13:42 UTCresolved

   Acest incident a fost rezolvat.

Traducere automată din actualizarea oficială a incidentului.

1. 15 iulie 2026 la 09:36 UTCresolved

   Între 7:30 și 7:44am BST în această dimineață, accesul la Deskpro a fost degradat timp de aproximativ 14 minute. Perturbaţia a avut loc în timpul întreţinerii infrastructurii programate, parte a activităţii noastre de întărire în curs în urma recentului incident al serviciilor. Întreținerea a durat mai mult decât s-a anticipat. Serviciul a fost restaurat complet la 7:44am si toate sistemele functioneaza normal. Nu au fost pierdute sau afectate date.

Traducere automată din actualizarea oficială a incidentului.

1. 13 iulie 2026 la 15:38 UTCresolved

   Între aproximativ 13:36 și 14:15 BST, unii clienți au experimentat erori și performanțe lente atunci când au folosit Deskpro. Acest lucru a fost cauzat de o problemă cu unul dintre serverele noastre de baze de date. Echipa noastră a identificat serverul afectat şi a redirecţionat traficul departe de el, restaurând performanţele normale. Am deschis o anchetă cu furnizorul nostru de infrastructură pentru a determina cauza principală.

Traducere automată din actualizarea oficială a incidentului.

1. 15 iunie 2026 la 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 iunie 2026 la 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 iunie 2026 la 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 iunie 2026 la 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 iunie 2026 la 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 iunie 2026 la 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 mai 2026 la 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 mai 2026 la 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 mai 2026 la 09:07 UTCresolved

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

1. 7 mai 2026 la 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 mai 2026 la 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 mai 2026 la 15:22 UTCresolved

   Inbound call alerting has been restored for all affected customers.

1. 23 aprilie 2026 la 17:40 UTCinvestigating

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

2. 23 aprilie 2026 la 20:12 UTCmonitoring

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

3. 23 aprilie 2026 la 22:32 UTCresolved

   This incident has been resolved.

1. 27 martie 2026 la 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 martie 2026 la 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 martie 2026 la 15:33 UTCmonitoring

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

4. 27 martie 2026 la 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 martie 2026 la 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 martie 2026 la 10:49 UTCresolved

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

1. 6 februarie 2026 la 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 februarie 2026 la 13:55 UTCinvestigating

   We are continuing to investigate this issue.

3. 6 februarie 2026 la 15:14 UTCmonitoring

   Usual service restored & monitoring situation.

4. 6 februarie 2026 la 15:50 UTCresolved

   This incident has been resolved.

1. 8 ianuarie 2026 la 08:52 UTCinvestigating

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

2. 8 ianuarie 2026 la 08:59 UTCinvestigating

   We are continuing to investigate this issue.

3. 8 ianuarie 2026 la 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 ianuarie 2026 la 09:54 UTCresolved

   This incident has been resolved.

1. 10 decembrie 2025 la 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 decembrie 2025 la 08:50 UTCmonitoring

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

3. 10 decembrie 2025 la 11:10 UTCresolved

   This incident has been resolved.

1. 24 noiembrie 2025 la 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 noiembrie 2025 la 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 noiembrie 2025 la 20:25 UTCresolved

   This incident has been resolved.

1. 18 noiembrie 2025 la 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 noiembrie 2025 la 13:12 UTCmonitoring

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

3. 18 noiembrie 2025 la 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 octombrie 2025 la 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 octombrie 2025 la 15:05 UTCmonitoring

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

3. 2 octombrie 2025 la 17:44 UTCresolved

   This incident has been resolved.

1. 27 iulie 2025 la 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 iulie 2025 la 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 iulie 2025 la 23:01 UTCresolved

   This incident has been resolved.

1. 8 martie 2025 la 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 martie 2025 la 11:33 UTCidentified

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

3. 8 martie 2025 la 12:30 UTCmonitoring

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

4. 10 martie 2025 la 18:42 UTCresolved

   This incident has been resolved.

1. 30 ianuarie 2025 la 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 ianuarie 2025 la 15:41 UTCmonitoring

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

3. 30 ianuarie 2025 la 19:01 UTCresolved

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

1. 29 ianuarie 2025 la 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 ianuarie 2025 la 16:51 UTCmonitoring

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

3. 29 ianuarie 2025 la 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.