Deskpro had 20 outages in the last 2 years totaling 651h 4m of downtime — averaging 0.8 incidents per month.
There were 20 Deskpro outages since September 10, 2024 totaling 651h 4m of downtime. Each is summarised below — incident details, duration, and resolution information.
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.
A subset of customers on Deskpro Cloud are experiencing issues with inbound calls not alerting agents. We are currently investigating this issue.
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.
Inbound call alerting has been restored for all affected customers.
A subset of customers on Deskpro Cloud are experiencing delays for incoming emails. We are currently investigating this issue.
A fix has been implemented and delayed messages will start being reprocessed.
This incident has been resolved.
We're aware of reports of some customers seeing the warning message "search is behind indexing". We're currently investigating and adding additional resource to mitigate in the mean time.
A large number of changes have accumulated that require indexing, causing our processor to fall behind. We've added additional resources to increase throughput and are actively processing the backlog.
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.
After monitoring over the weekend, this incident has been resolved.
We are currently investigating an issue affecting access to our service. Some users may experience intermittent availability or slower response times. Our team is actively working to identify the cause and restore full service as quickly as possible.
We are continuing to investigate this issue.
Usual service restored & monitoring situation.
This incident has been resolved.
We are currently investigating a gateway timeout issue affecting a subset of customers.
We are continuing to investigate this issue.
We are continuing to investigate this issue.
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.
This incident has been resolved.
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.
This incident has been resolved.
We’re aware that some customers’ agents are unable to log in. Our team is actively investigating the issue. In the meantime, performing a hard refresh and clearing your browser cache may help resolve the problem.
The earlier issues affecting agent logins have now been resolved. All services are operating normally, and we’re continuing to monitor to ensure stability.
This incident has been resolved.
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.
Cloudflare report that the issue has been resolved. Normal service should be fully restored. If you continue to experience any issues, please reach out to [email protected].
We are aware of an issue causing degraded performance with outbound voice calls, affecting some customers. Our team is currently investigating and working to resolve the problem.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
Some customers may experience issues with Voice and WhatsApp, and the Billing page may not load correctly. This stems from an ongoing problem with a third-party service we rely on. We've identified the cause and are actively monitoring the situation while also exploring potential workarounds to reduce impact. Updates will follow as we learn more.
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.
This incident has been resolved.
Some users may be experiencing outbound email delays. External providers like Google Apps or O365 aren’t affected. Our team is investigating.
The issue has been identified and a fix is being implemented.
We're processing a backlog of messages and will continue to monitor the situation closely
This incident has been resolved.
We are currently experiencing a service disruption. Our team is actively working to mitigate the issue and restore normal operations as quickly as possible.
We have identified and resolved the issue that was disrupting service and are actively monitoring the situation.
A platform upgrade led to an unexpected load increase, causing a service interruption. We've scaled up resources.
We are aware of some cloud customers experiencing delays in receiving emails in the EU region, and our team is investigating.
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.
This incident has been resolved.
We are aware of some cloud customers experiencing delays in sending outbound emails, and our team is investigating.
There is an issue with our email partner, Sendgrid. We are working with Sendgrid to resolve the problem. Customers using their own email accounts (e.g. Google, Office365, etc) are not affected by this.
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.
The issue at Sendgrid has been fully resolved.
We are aware of an issue affecting some on-premise customers using voice and SMS functionality and our team is investigating.
We have identified the issue. A fix is being deployed for those customers affected. We are monitoring the situation.
This incident has been resolved.
We are aware of an issue affecting some customers using custom Office365 accounts to send outbound email and our team is investigating.
We have identified the issue. A workaround is being deployed for those customers affected.
A workaround for affected customers has been deployed. Backlogged emails are being processed now and is expected to complete within 15-20 minutes.
This incident has been resolved.
We are aware of some customers in the US1 region are experiencing issues using the agent interface.
We are continuing to work on a fix for this issue.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
A core piece of infrastructure on our Cloud platform, the database, is being updated. Our team has been performing many tests on the new version over the last few weeks, all of which have been successful. Yesterday, at 09:00 BST, our team deployed a new read-only slave to a small subset of customers. This new slave began to fail at around 13:40 BST, causing a number of HTTP endpoints to fail. Our team removed the failing slave from the cluster at 14:01 BST to restore normal service. We are still investigating the nature of the failure on the slave to ensure it cannot happen again in the same way.