Is Deskpro down?

We are currently investigating reports of authentication issues using Google SSO. Other methods of authentication seem to be unaffected.

The issue has been identified an we are working on a fix.

A temporary fix has been implemented for those who have been affected. We are currently working on a longer term fix.

This incident has been resolved.

Between 7:30am and 7:44am BST this morning, access to Deskpro was degraded for approximately 14 minutes. The disruption occurred during scheduled infrastructure maintenance, part of our ongoing hardening work following the recent service incident. The maintenance took longer to apply than anticipated. Service was fully restored at 7:44am and all systems are operating normally. No data was lost or affected.

Between approximately 13:36 and 14:15 BST, some customers experienced errors and slow performance when using Deskpro. This was caused by an issue with one of our database servers. Our team identified the affected server and rerouted traffic away from it, restoring normal performance. We've opened an investigation with our infrastructure provider to determine the root cause.

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.

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.

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.

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

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.

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.

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.

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

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