Deskpro Outage History

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.

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

We have identified the cause and applied a configuration fix to all affected customers. Inbound call alerting is now restored. We are monitoring to confirm full resolution.

A fix has been implemented and delayed messages will start being reprocessed.

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

Progress has been made working through the backlog. The additional resource is still up and we will continue to monitor progress.

The backlog continues to reduce and we will continue to monitor over the weekend. A minority of accounts may continue to see the warning message as the final backlog gets processed.

Usual service restored & monitoring situation.

We have identified the gateway timeout issue affected customers on a specific cloud region. Whilst we continue to investigate we can see sites have recovered and are monitoring the situation.

We’ve identified an issue affecting service availability and are actively implementing a fix. Normal operation is expected to return soon, and we will provide updates as recovery progresses.

Normal service has now been restored, and we are continuing to monitor.

The earlier issues affecting agent logins have now been resolved. All services are operating normally, and we’re continuing to monitor to ensure stability.

Cloudflare, a service provider used all over the world including by Deskpro, is having global network issues. This is causing intermittent issues accessing Deskpro and performing certain functions (e.g. downloading attachments), as well as APIs required by third-party services (e.g. telephony services, SMS, WhatsApp). Cloudflare is aware of the problem and service is recovering. You can follow along here: https://www.cloudflarestatus.com/

Cloudflare report that they have identified the problem and that a fix is being implemented.

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

Service from the third-party provider is being restored. Error rates are dropping as systems come back online. The situation is currently stable, and we’re actively monitoring for any changes.

We're processing a backlog of messages and will continue to monitor the situation closely

We have identified and resolved the issue that was disrupting service and are actively monitoring the situation.

Incoming email is now flowing as usual but some customers may still see some delays while we finish processing the backlog. We're monitoring closely.

We've implemented a workaround to the issue at Sendgrid and outbound email has resumed flowing.

We are continuing to monitor for any further issues.

We have identified the issue. A fix is being deployed for those customers affected. We are monitoring the situation.

A workaround for affected customers has been deployed. Backlogged emails are being processed now and is expected to complete within 15-20 minutes.

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