Datto incident
Autotask - Multiple Regions - Inbound emails are not creating tickets
Datto experienced a major incident on July 28, 2026 affecting Limited Release and America East and 1 more component, lasting 13h 2m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jul 28, 2026, 06:01 PM UTC
We are aware of a problem where tickets are not getting created from inbound emails. The Kaseya Engineering Team is investigating 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 Jul 28, 2026, 06:06 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Jul 29, 2026, 07:04 AM UTC
This incident has been resolved. All inbound emails that occurred during the incident timeframe have been successfully reprocessed.
- postmortem Aug 12, 2026, 01:29 PM UTC
# Summary: Between 2026-07-28 14:53 UTC and 2026-07-29 14:38 UTC, Autotask customers hosted on zones AE01, AE02, AE03, AE04, AW01, AW02, AW03, AW04, PR01, LR01, ES01, AU01, and AU02 experienced a delay in inbound email ticket creation. # Root Cause: A configuration issue introduced during the deployment of a new environment resulted in unintended mailbox access conflicts, which unexpectedly interfered with normal email processing and delayed ticket creation from inbound emails. ## Incident Timeline: * Identified: 2026-07-28 15:12 UTC * Public Notification: 2026-07-28 18:01 UTC * Mitigated: 2026-07-28 18:06 UTC * Resolved: 2026-07-29 14:38 UTC # Preventative Measures: To reduce the likelihood and impact of similar incidents in the future, we are taking the following steps. * **Enhancements to Release and Configuration Management**: We are strengthening our environment deployment process by introducing additional validation and review checkpoints for configuration settings before new environments are brought into service. * **Enhancements to Monitoring and Alerting**: We are implementing additional monitoring and alerting for email processing workflows to enable faster detection and response when abnormal error rates occur. * **Enhancements to Service Resiliency**: We are improving email processing workflow to ensure messages are easier to reprocess if processing failures occur, reducing the amount of time required to remediate mail processing problems in the future. * **Enhancements to Diagnostics and Troubleshooting**: We are expanding operational logging and diagnostic capabilities to provide greater visibility into processing failures and accelerate root cause identification and recovery efforts. * **Enhancements to Incident Response**: We have reviewed and refined our operational procedures and recovery processes to reduce restoration times and minimize customer impact during future incidents.