Datto incident
Autotask PSA - Inbound Email Processing - Inbound emails are not being processed and related items are not being created
Datto experienced a major incident on September 14, 2026 affecting EU1 (English Europe and Asia) and German (Deutsch), lasting 2h 36m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Sep 14, 2026, 09:21 AM UTC
We are aware of a problem where the inbound email parser is not creating items in the target Autotask PSA database on the DE1 and EU1 zones. The Kaseya Engineering Team is working on resolving the issue. Should you need any additional questions or require assistance, please contact our support team at https://helpdesk.kaseya.com/hc/en-gb#/contact Subscribe to the Kaseya Status Page for up-to-date information at https://status.kaseya.com/
- monitoring Sep 14, 2026, 10:40 AM UTC
A fix has been implemented and we are monitoring the results.
- monitoring Sep 14, 2026, 11:23 AM UTC
The system is currently working through items that queued up during this issue, therefore incoming email processing may still be delayed.
- resolved Sep 14, 2026, 11:57 AM UTC
The system finished processing the remaining items in the queue, and the Incoming Email Processing is currently creating designated items in real time. This incident is resolved.