Topdesk outage history

TOPdesk unaffected by PHP vulnerabilities Following reports of two critical vulnerabilities in PHP, we want to reassure you that TOPdesk does not use PHP. These vulnerabilities therefore do not affect the TOPdesk application, and no action is required for TOPdesk. If your organisation uses PHP in other applications or custom integrations, please follow the PHP security guidance for those systems. To inform TOPdesk you are affected by this issue, please visit https://my.topdesk.com/tas/public/ssp/ . Please refer to incident TDR26 10 5632.

PHP vulnerabilities As reported earlier regarding the two critical vulnerabilities in PHP, none of the TOPdesk product uses PHP. These vulnerabilities therefore do not affect the TOPdesk application, and no action is required for your environment. Some of our external websites do employ PHP however. Therefore, we've decided to temporarily take the following websites offline, until the fix is implemented: - www.topdesk.com - careers.topdesk.com - marketplace.topdesk.com Your my.topdesk access will remain unaffected. If your organization uses PHP in other applications or custom integrations, please follow the PHP security guidance for those systems.

Resolved – PHP vulnerabilities We have applied the PHP security updates addressing the reported vulnerabilities. The affected websites—www.topdesk.com, careers.topdesk.com and marketplace.topdesk.com—are back online. As previously communicated, the TOPdesk application was unaffected. No action is required for your TOPdesk environment. This incident is now resolved. Thank you for your patience, and we apologise for the inconvenience."

We are currently experiencing an issue with the Bookmark button in the user interface. For some users, the visual feedback indicating that the button has been activated is no longer displayed. We have identified the root cause and implemented a fix. The issue will be resolved for the affected versions once the fix is deployed as part of the regular release cycle. We apologize for the inconvenience and thank you for you patience. For the latest updates, please visit the 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 09 7369.

Incident update The issue causing this major incident has been identified and a fix has been implemented. The fix will be deployed to the affected environments as part of the regular release process. The major incident will remain open until the fix has been deployed and is available to all affected customers. Thank you for your patience and our apologies for the inconvenience this issue causes. Root cause As part of a large-scale UI refresh project, more than 2,000 icons were updated across the application. During these changes, an incorrect icon configuration was introduced, resulting in the expected visual feedback not being displayed in certain situations. This issue was not identified during the review and testing process before release. Preventive measures To reduce the likelihood of similar issues, we have improved our validation and review processes. Large-scale UI changes will be divided into smaller, more manageable increments, allowing for more focused testing and making visual inconsistencies easier to identify before release.

The TOPdesk version that will contain the fix for this issue will be 16.09.022. The fix will be deployed to the affected environments as part of the regular release process. The major incident will remain open until the fix has been deployed and is available to all affected customers.

Dear customer, Because the Major will remain open for a bit longer we like to share a work-around. Work-around: When hoovering your cursor over the bookmark icon, a mouse over appears The mouse over contains the state of the button. This is either 'Add this card to your bookmarks' or 'Remove this card from your bookmarks' Thank you for your patience and our apologies for the inconvenience this issue has caused.

Dear Customer, The fix for this issue has been implemented. However, the release of the version containing the fix is taking longer than initially anticipated. This is due to another issue that is currently being worked on. Our intent is to start shipping the fix before the end of the week. The major incident will remain open until the fix has been successfully deployed and is available to all affected customers. In the meantime, the functionality itself is still working as intended, and the previously shared workaround remains available. Thank you for your patience and our apologies for the continued inconvenience.

Dear customer, the fix for the bookmark issue has now been implemented for every environment. Therefore we will close this major. Thank you for your patience and our apologies for the continued inconvenience.

We are currently experiencing problems on the EU2 hosting location. As a result your TOPdesk environment may not be available. 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. 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 .

Environments are all up and running again

Environments are all up and running again

An Azure Kubernetes Node crashed which caused CPU/Memory shortage making the recovery process to slow. A new node was added to prevent this in the future. Alerting on Node CPU/Memory unavailability will also be added.

TOPdesk is introducing in-product guidance within the TOPdesk interface — short walkthroughs, tooltips, and occasional feedback prompts that help users discover features and get more value from TOPdesk. This guidance is delivered through a platform provided by Userpilot, Inc.. Please note that, unlike optional add-on products, this guidance layer applies to all TOPdesk SaaS environments; it is not a separate subscription. What does this change mean for your data? To deliver this guidance, Userpilot processes a limited set of data on TOPdesk's behalf: Interaction metadata — whether a guidance element was seen, completed, dismissed, or skipped. A limited set of user identifiers — used so the same guidance isn't shown repeatedly to the same user. This data is pseudonymous. It does not include any content from your TOPdesk environment — no tickets, no customer records, and no personal data you have entered into TOPdesk. Because Userpilot processes limited personal data (user identifiers) on TOPdesk's behalf, Userpilot acts as a sub-processor as defined under applicable data protection laws, including the GDPR, the UK GDPR, and the Brazilian General Data Protection Law (LGPD). The data processed by Userpilot in connection with TOPdesk is stored and processed within the European Union — specifically on servers located in France — for all customers, regardless of where the customer is located. It is accessible only to authorised personnel. For customers located outside the EU, this means your Userpilot-related data is processed in the EU rather than in your own region. To deliver the guidance correctly, Userpilot uses IP addresses to determine the end user's country; these IP addresses are not stored permanently and are discarded once processed. This data is encrypted in transit and at rest and is covered by a Data Processing Agreement that provides appropriate safeguards in accordance with applicable data protection law. This change takes effect on 21st of August. For more details and background information, see My TOPdesk Knowledge Item: KI 19347 Should you have any objections regarding this change, please reply within 30 days to TOPdesk Support: [email protected] or https://my.topdesk.com. Our support team is also available for any other questions or remarks regarding this change.

Privacy Q&A: Userpilot in TOPdesk What is Userpilot? Userpilot is a tool that allows TOPdesk to show in-product guidance — things like onboarding walkthroughs, tooltips, and short feedback prompts — directly inside the TOPdesk interface. It is used by TOPdesk to help customers get more value from the product. Does Userpilot have access to our data? No. Userpilot does not have access to anything stored in your TOPdesk environment. It cannot see your tickets, your customer records, your personal data, or any content your organisation has entered into TOPdesk. What data does Userpilot collect? Userpilot processes only: Interaction metadata — whether a user engaged with, dismissed, or completed a guidance element (e.g. a walkthrough or tooltip). User metadata — a limited set of identifiers that TOPdesk sends so the same guidance isn't shown repeatedly to the same user. This data is pseudonymous: it does not include names, email addresses, or any content from your TOPdesk environment. Because it involves limited user identifiers, it is treated as personal data under the GDPR and handled accordingly. Where is the data stored and processed? All data processed by Userpilot in connection with TOPdesk is stored and processed within the European Union — specifically on servers located in France — for all customers, regardless of where the customer is located. To deliver the guidance correctly, Userpilot uses IP addresses to determine the end user's country; these IP addresses are not stored permanently and are discarded once processed. Is Userpilot a subprocessor under our data processing agreement with TOPdesk? Yes. Userpilot has been added as a subprocessor. Customers are informed of this through a separate, formal subprocessor notification (published on our SaaS status page), which sets out the required details and your right to object within the stated period. This Q&A is a reference document and is not itself that formal notification. Is there a Data Processing Agreement (DPA) in place with Userpilot? Yes, a Data Processing Agreement is in place between TOPdesk and Userpilot. The agreement itself is confidential between the parties, so we are not able to share a copy — but we are happy to answer questions about how your data is processed and protected. Can we opt out, or ask for our data to be deleted? Under the GDPR (Article 17, the "right to erasure"), individuals can ask for their personal data to be deleted — for example, when it is no longer necessary or consent has been withdrawn. To exercise this right, contact us at the address below and we will handle the request. This is separate from your right to object to the addition of Userpilot as a subprocessor, which is covered by the formal subprocessor notification procedure and related objection period. Who can we contact with further questions? For general questions or remarks about this change, please reach out to TOPdesk Support: [email protected] or https://my.topdesk.com. For questions specifically about privacy or data protection, you can contact our privacy team directly at [email protected].

This incident has been resolved.

We are currently experiencing disruptions with the login to the My TOPdesk portal. 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 07 3573.

We would like to update you on the progress of the investigation. At this moment our engineers are still investigation the issue and have not been able to solve the issue yet. We will send you another update within 3 hours or earlier if news about the solution can be shared.

We are continuing to investigate this issue.

We are pleased to inform you that we have solved the issues and you should be able to login to the MyTOPdesk again. We will be monitoring the situation closely this afternoon to ensure the service remains stable. If it remains stable, we will be closing the major at 17.00 hrs CET.

After monitoring we have concluded that the solution is stable, and we will therefore close this major incident. We sincerely apologize for the inconvenience caused and thank you for your patience and understanding.

We are currently experiencing disruptions affecting customers hosted in EU1, resulting in performance issues. As a result, your TOPdesk environment may be slow or temporarily unavailable. We are aware of the problem and are working on a solution. Our apologies for the inconvenience. At the time of writing, we are not able to provide an estimate for when normal service will be restored. 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 .

We have identified the issue and made actions to mitigate the cause. The EU1co3 is now back to full operational state without any performance issues We will continue to closely monitor the situation to ensure the service remains stable.

At this time the EU1co3 is now back to full operational state without any performance issues, we will close this major.

On July 2, 2026, customers hosted on part of our EU1 infrastructure experienced degraded performance and, in some cases, temporary unavailability. The disruption was caused by unusually high database resource consumption from one environment, which impacted other environments sharing the same infrastructure. To mitigate the impact, we increased the available resources on the database server. This restored sufficient capacity for the affected environments and resolved the wider performance degradation. Further investigation was performed into the environment that triggered the increased resource consumption. However, we were unable to conclusively determine what caused the unusually high resource usage. Increasing the available resources on the database server during the incident replaced underlying resources, which meant that some of the diagnostic information required for a conclusive investigation was no longer available. As a follow-up, we are reviewing how diagnostic information can be better preserved during similar incidents. We are also continuing to improve our monitoring of excessive resource consumption and investigating measures to reduce the impact that a single environment can have on shared infrastructure.

We are currently experiencing problems on our CA1 datacenter. As a result your TOPdesk environment may not be available. 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 8482.

The issue has been resolved, and all instances should be reachable again. We will publish an RCA as soon as this matter has been evaluated internally. Our apologies for the inconveniences.

As part of planned infrastructure improvements to our Canada environment, a previously postponed configuration change was unintentionally applied during a routine service update. Because this change depended on infrastructure that had not yet been deployed in the Canada environment, customer traffic could not be routed correctly, resulting in service interruptions. Once the issue was identified, the configuration change was immediately rolled back, restoring normal service. We have also updated our deployment process to prevent postponed configuration changes from being applied unintentionally in the future.

We are currently experiencing disruptions in one of our services. As a result logging in to your TOPdesk environment may not be possible. 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. Log in is currently not working To inform TOPdesk you are affected by this issue, please visit https://my.topdesk.com/tas/public/ssp/ . Please refer to incident TDR26 06 6038.

We are currently investigating the cause of this issue. We will provide an update as soon as more information becomes available, and no later than 3 hours from now.

We have identified the issue and implemented a fix. You should now be able to log in to your TOPdesk environment as expected. If you are still experiencing login issues, please contact our support team and let us know. We will continue to closely monitor the situation to ensure the service remains stable.

Dear Customer, Over the weekend no further issues have been observed and all services have been operating normally. We therefor close the major. The root cause of this disruption has been identified and a Root Cause Analysis will be posted as soon as this becomes available. 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

**Root Cause Analysis:** During a planned service routing migration, a required configuration update for one service was missed. As a result, traffic for that service was routed incorrectly. Because other services remained unaffected and the overall configuration appeared valid, existing monitoring did not detect the issue. The root cause was human error during the configuration update process. ‌ **Preventive Measures:** To reduce the risk of similar issues, we will consistently apply the four-eyes principle to all configuration changes and introduce a mandatory post-implementation verification step to ensure all intended updates have been applied correctly before a change is considered complete.

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.

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.

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.

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.

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.

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.

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.

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

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.

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.

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

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.

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.

TOPdesk environment unreachable for hosting location in Canada

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

We are continuing to investigate this issue.

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

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

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

This incident has been resolved.

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.

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.

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.

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.

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.

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

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.

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.

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.

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.

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

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.

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.

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.

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.

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.

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

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.

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.

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.

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

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.

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.

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

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

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

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.

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.