Is Deskpro down?

We are aware of two security vulnerabilities in PHP, the programming language Deskpro is built on: CVE-2026-109618 and CVE-2026-109619. PHP has scheduled a security release for 14:00 UTC (15:00 BST) today, 21 October, which is expected to fix them. - We are preparing to apply PHP's fix to Deskpro Cloud as soon as it is released. - If you host Deskpro yourself, we will share guidance on updating once PHP's fix is available. If you have any questions, please contact our support team.

Additional web application firewall rules are now active on Deskpro Cloud. Our network provider released them in response to these reports, and we are confirming they work as expected. PHP's security release is still scheduled for 14:00 UTC (15:00 BST) today. Once it is out, we will build, test and roll out an updated Deskpro Cloud release. This will take several hours, and we will post here when the rollout starts. If you host Deskpro yourself (DPC), we will share guidance once PHP's fix is available.

Deskpro Cloud is being taken offline temporarily as a precaution, in line with guidance from the UK National Cyber Security Centre  (NCSC). https://www.ncsc.gov.uk/news/critical-security-issue-affecting-php

PHP has released fixes for the two critical vulnerabilities, CVE-2026-109618 and CVE-2026-109619. Their security advisory is here: https://www.php.net/archive/2026.php#2026-10-21-5 We are now building and testing updated versions of Deskpro with the patched PHP. Deskpro Cloud will stay offline until the fix is in place, and we will bring services back as soon as it is safe to do so. Our next update will be by 17:00 BST.

PHP has published fixes for two critical vulnerabilities, CVE-2026-109618 and CVE-2026-109619 (https://www.php.net/archive/2026.php). Following UK NCSC guidance (https://www.ncsc.gov.uk/news/critical-security-issue-affecting-php), Deskpro Cloud remains offline as a precaution. We are building and testing patched versions now. Cloud sites will return once the patched version is deployed and checked. We cannot yet give a restore time. Email sent to Cloud helpdesks during the outage is still being received and will be processed once service is restored. Support: support.deskpro.com is offline. Please email [email protected] where we are monitoring incoming correspondance. Self-hosted: We will email customers when a patched release is available. Until then, please follow the guidance in our earlier email today.

We are continuing to prepare and test a patched version of Deskpro using the fixes released by PHP. Deskpro Cloud will stay offline until the patched version has been deployed and checked, as of yet, we cannot give a restore time. Email sent to Cloud helpdesks during the outage is still being received and will be processed once service is restored. support.deskpro.com remains offline; please email [email protected]. Self-hosted: We will email customers when a patched release is available. Until then, please follow the guidance in our earlier email today.

We are still working on the patched version of Deskpro. Progress is slower than we expected due to delays in the third-party software sources that we and many other software providers around the world depend on for PHP’s fixes. Deskpro Cloud will stay offline until the patched version has been deployed and checked. We cannot yet give a restore time.

We are continuing to work on the patched version of Deskpro. We are seeing significant delays in the third-party software sources that we and many other software providers around the world depend on for PHP’s fixes and that allow us to ship changes safely. Deskpro Cloud will stay offline until the patched version has been deployed and checked. We cannot yet give a restore time.

We are continuing to work on the patched version of Deskpro and have been able to make significant progress to being able to release. We are still seeing significant delays in the third-party software sources that is hampering us but continuing to monitor a progress where we can. Deskpro Cloud will stay offline until the patched version has been deployed and checked. We cannot yet give a restore time.

The patched versions for Deskpro have been built, tested and are being prepared for release. We are still seeing significant delays in the third-party software sources that is slowing us down from deploying but are continuing to work on this. Deskpro Cloud will stay offline until the patched version has been deployed and checked. We cannot yet give a restore time.

The patched versions for Deskpro have been built, tested and we are preparing to release. We are still seeing significant delays in the third-party software sources that is slowing us down from deploying but are continuing to work on this. Once we have successfully deployed the patches to Deskpro Cloud we will begin to return access to the helpdesks.

Deployment of the patched versions of Deskpro to Cloud customers is under way. We are rolling out the changes across our Cloud infrastructure, and helpdesks will begin coming back online once the patched versions are deployed and checked. We cannot yet give an exact restore time.

We have started bringing Deskpro Cloud helpdesks back online with the patched version. Helpdesks hosted in our EU region are now available again. We are working through the remaining regions and will restore access to the rest of our Cloud customers as each one is completed and checked. If your helpdesk is still showing this status page, it has not been restored yet; please bear with us.

Helpdesks hosted in our UK region are now back online with the patched version, joining our EU region. We are now working on our US region and will restore access to the remaining Cloud customers once it has been completed and checked. We cannot yet give an exact restore time for the US region. If your helpdesk is still showing this status page, it has not been restored yet; please bear with us.

The patched version has now been deployed to our US region and we are carrying out final checks before restoring access. Helpdesks in our EU and UK regions remain available. If your helpdesk is still showing this status page, it has not been restored yet; please bear with us.

All Deskpro Cloud helpdesks are now back online with the patched version, including those hosted in our US region. We will continue to monitor closely. If you notice anything unexpected with your helpdesk, please contact us via support.deskpro.com.

All Deskpro Cloud helpdesks remain online on the patched version. We are now working through some follow-on effects of yesterday's outage. Email: Email sent to Cloud helpdesks during the outage has been processed. If you think a message is still missing, please contact our support team with the address it was sent to and roughly when. Self-hosted: Patched releases are available (Deskpro 2026.4.17 and DPC 2.27.13) and we strongly recommend customers update as per guidance from the UKs National Cyber Security Centre, the USAs National Security Agency and the EUs Agency for Cyber Security. A release for ARM servers will follow, and we will email affected customers when it is ready. If you notice anything else unexpected, please contact us via support.deskpro.com. References: - https://www.ncsc.gov.uk/news/critical-security-issue-affecting-php - https://www.nsa.gov/Press-Room/Press-Releases-Statements/Press-Release-View/Article/4630238/nsa-advisory-critical-patches-recommended-for-php-vulnerabilities/ - https://www.enisa.europa.eu/news/joint-statement-on-critical-php-vulnerabilities

Some customers on our US hosting region are experiencing errors with Deskpro-managed AI connections, which may prevent AI features from being configured or used. We are investigating.

The issue has been mitigated and AI features are operating normally.

The issue has been fixed, and AI functionality is now working normally.

We are investigating reports that images and attachments are not loading for some helpdesks in our EU region. Affected agents see missing images on existing tickets, and some replies containing images fail with an error. Tickets, replies and all other functions are otherwise working. Text-only replies send normally.

Images and attachments are loading normally again across the EU region, and we have had no new reports since 07:00 UTC. If you are still seeing missing images, please refresh your browser first, and contact us at support.deskpro.com if the problem persists. We have not yet established what caused this and are continuing to investigate. We will update this page with our findings.

This issue has been resolved. The cause was an internal change to how our systems renew their access credentials, which left file storage temporarily unreachable. Access was restored automatically at 07:00 UTC and the change has been corrected. Only the EU region was affected. We are sorry for the disruption.