Deskpro Outage History

Deskpro had 16 outages in the last 2 years totaling 613h 53m of downtime — averaging 0.7 incidents per month.

There were 16 Deskpro outages since October 1, 2025 totaling 613h 53m of downtime. Each is summarised below — incident details, duration, and resolution information.

Source: https://www.deskprostatus.com

Minor August 20, 2026

Deskpro Cloud AI degraded (US hosting region)

Detected by Pingoru: Aug 20, 2026, 03:13 PM UTC
Resolved: Aug 20, 2026, 05:20 PM UTC
Duration: 2h 7m

Affected: Admin Interface

Timeline · 3 updates

investigating Aug 20, 2026, 03:13 PM UTC

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.
monitoring Aug 20, 2026, 03:52 PM UTC

The issue has been mitigated and AI features are operating normally.
resolved Aug 20, 2026, 05:20 PM UTC

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

Read the full incident report →

Minor August 19, 2026

Images and attachments not loading (EU region)

Detected by Pingoru: Aug 19, 2026, 07:42 AM UTC
Resolved: Aug 19, 2026, 10:36 AM UTC
Duration: 2h 53m

Affected: Agent Interface

Timeline · 3 updates

investigating Aug 19, 2026, 07:42 AM UTC

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.
monitoring Aug 19, 2026, 08:46 AM UTC

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.
resolved Aug 19, 2026, 10:36 AM UTC

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.

Read the full incident report →

Minor July 24, 2026

Potential authentication issues with Google Auth on cloud sites

Detected by Pingoru: Jul 24, 2026, 09:27 AM UTC
Resolved: Jul 27, 2026, 01:42 PM UTC
Duration: 3d 4h

Affected: Agent Interface

Timeline · 4 updates

investigating Jul 24, 2026, 09:27 AM UTC

We are currently investigating reports of authentication issues using Google SSO. Other methods of authentication seem to be unaffected.
identified Jul 24, 2026, 10:26 AM UTC

The issue has been identified an we are working on a fix.
monitoring Jul 24, 2026, 11:46 AM UTC

A temporary fix has been implemented for those who have been affected. We are currently working on a longer term fix.
resolved Jul 27, 2026, 01:42 PM UTC

This incident has been resolved.

Read the full incident report →

Notice July 15, 2026

Service disruption during scheduled maintenance

Detected by Pingoru: Jul 15, 2026, 09:36 AM UTC
Resolved: Jul 15, 2026, 06:30 AM UTC
Duration: —

Timeline · 1 update

resolved Jul 15, 2026, 09:36 AM UTC

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.

Read the full incident report →

Notice July 13, 2026

Intermittent errors and slow performance

Detected by Pingoru: Jul 13, 2026, 03:38 PM UTC
Resolved: Jul 13, 2026, 12:30 PM UTC
Duration: —

Timeline · 1 update

resolved Jul 13, 2026, 03:38 PM UTC

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.

Read the full incident report →

Minor June 15, 2026

Intermittent errors when adding attachments

Detected by Pingoru: Jun 15, 2026, 03:39 PM UTC
Resolved: Jun 26, 2026, 01:54 PM UTC
Duration: 10d 22h

Affected: Agent Interface

Timeline · 6 updates

investigating Jun 15, 2026, 03:39 PM UTC

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.
investigating Jun 15, 2026, 08:17 PM UTC

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.
identified Jun 17, 2026, 07:08 AM UTC

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.
monitoring Jun 18, 2026, 07:15 AM UTC

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
monitoring Jun 25, 2026, 10:17 AM UTC

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.
resolved Jun 26, 2026, 01:54 PM UTC

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.

Read the full incident report →

Minor May 20, 2026

WhatsApp & Meta Social Channels – Agent Replies Not Sending

Detected by Pingoru: May 20, 2026, 12:03 PM UTC
Resolved: May 26, 2026, 09:07 AM UTC
Duration: 5d 21h

Affected: Agent Interface

Timeline · 3 updates

identified May 20, 2026, 12:03 PM UTC

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.
monitoring May 22, 2026, 09:20 AM UTC

A change has been implemented to restore agent replies on WhatsApp and Meta social channels. We are continuing to monitor the results.
resolved May 26, 2026, 09:07 AM UTC

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

Read the full incident report →

Major May 7, 2026

Inbound Voice Calls Not Alerting Agents

Detected by Pingoru: May 07, 2026, 09:13 AM UTC
Resolved: May 07, 2026, 03:22 PM UTC
Duration: 6h 8m

Affected: Agent Interface

Timeline · 3 updates

investigating May 07, 2026, 09:13 AM UTC

A subset of customers on Deskpro Cloud are experiencing issues with inbound calls not alerting agents. We are currently investigating this issue.
monitoring May 07, 2026, 09:56 AM UTC

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.
resolved May 07, 2026, 03:22 PM UTC

Inbound call alerting has been restored for all affected customers.

Read the full incident report →

Minor April 23, 2026

Delayed email processing

Detected by Pingoru: Apr 23, 2026, 05:40 PM UTC
Resolved: Apr 23, 2026, 10:32 PM UTC
Duration: 4h 52m

Affected: Incoming Email

Timeline · 3 updates

investigating Apr 23, 2026, 05:40 PM UTC

A subset of customers on Deskpro Cloud are experiencing delays for incoming emails. We are currently investigating this issue.
monitoring Apr 23, 2026, 08:12 PM UTC

A fix has been implemented and delayed messages will start being reprocessed.
resolved Apr 23, 2026, 10:32 PM UTC

This incident has been resolved.

Read the full incident report →

Notice March 27, 2026

Degraded performance with search functionality

Detected by Pingoru: Mar 27, 2026, 12:38 PM UTC
Resolved: Mar 30, 2026, 10:49 AM UTC
Duration: 2d 22h

Affected: Agent Interface

Timeline · 6 updates

identified Mar 27, 2026, 12:38 PM UTC

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.
identified Mar 27, 2026, 03:32 PM UTC

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.
monitoring Mar 27, 2026, 03:33 PM UTC

A fix has been implemented and we are monitoring the results.
monitoring Mar 27, 2026, 04:34 PM UTC

Progress has been made working through the backlog. The additional resource is still up and we will continue to monitor progress.
monitoring Mar 27, 2026, 05:15 PM UTC

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.
resolved Mar 30, 2026, 10:49 AM UTC

After monitoring over the weekend, this incident has been resolved.

Read the full incident report →

Minor February 6, 2026

Service disruption

Detected by Pingoru: Feb 06, 2026, 01:54 PM UTC
Resolved: Feb 06, 2026, 03:50 PM UTC
Duration: 1h 55m

Affected: Admin InterfaceAgent InterfaceUser Interface / PortalReports InterfaceBilling InterfaceAPIIncoming EmailOutgoing Email

Timeline · 4 updates

investigating Feb 06, 2026, 01:54 PM UTC

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.
investigating Feb 06, 2026, 01:55 PM UTC

We are continuing to investigate this issue.
monitoring Feb 06, 2026, 03:14 PM UTC

Usual service restored & monitoring situation.
resolved Feb 06, 2026, 03:50 PM UTC

This incident has been resolved.

Read the full incident report →

Major January 8, 2026

Gateway timeout

Detected by Pingoru: Jan 08, 2026, 08:52 AM UTC
Resolved: Jan 08, 2026, 09:54 AM UTC
Duration: 1h 1m

Affected: Admin InterfaceAgent InterfaceUser Interface / PortalAPI

Timeline · 5 updates

investigating Jan 08, 2026, 08:52 AM UTC

We are currently investigating a gateway timeout issue affecting a subset of customers.
investigating Jan 08, 2026, 08:58 AM UTC

We are continuing to investigate this issue.
investigating Jan 08, 2026, 08:59 AM UTC

We are continuing to investigate this issue.
monitoring Jan 08, 2026, 09:09 AM UTC

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.
resolved Jan 08, 2026, 09:54 AM UTC

This incident has been resolved.

Read the full incident report →

Notice December 10, 2025

Degraded Service

Detected by Pingoru: Dec 10, 2025, 08:39 AM UTC
Resolved: Dec 10, 2025, 11:10 AM UTC
Duration: 2h 31m

Timeline · 3 updates

monitoring Dec 10, 2025, 08:39 AM UTC

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.
monitoring Dec 10, 2025, 08:50 AM UTC

Normal service has now been restored, and we are continuing to monitor.
resolved Dec 10, 2025, 11:10 AM UTC

This incident has been resolved.

Read the full incident report →

Minor November 24, 2025

Degraded Agent Login

Detected by Pingoru: Nov 24, 2025, 11:50 AM UTC
Resolved: Nov 24, 2025, 08:25 PM UTC
Duration: 8h 35m

Affected: Agent Interface

Timeline · 3 updates

investigating Nov 24, 2025, 11:50 AM UTC

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.
monitoring Nov 24, 2025, 04:27 PM UTC

The earlier issues affecting agent logins have now been resolved. All services are operating normally, and we’re continuing to monitor to ensure stability.
resolved Nov 24, 2025, 08:25 PM UTC

This incident has been resolved.

Read the full incident report →

Minor November 18, 2025

Issues at Cloudflare are causing intermittent connectivity problems

Detected by Pingoru: Nov 18, 2025, 12:46 PM UTC
Resolved: Nov 18, 2025, 03:04 PM UTC
Duration: 2h 17m

Affected: Admin InterfaceAgent InterfaceUser Interface / PortalReports InterfaceBilling InterfaceAPIIncoming Email

Timeline · 3 updates

monitoring Nov 18, 2025, 12:46 PM UTC

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/
monitoring Nov 18, 2025, 01:12 PM UTC

Cloudflare report that they have identified the problem and that a fix is being implemented.
resolved Nov 18, 2025, 03:04 PM UTC

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].

Read the full incident report →

Notice October 1, 2025

Degraded Outbound Voice Call Functionality

Detected by Pingoru: Oct 01, 2025, 10:00 AM UTC
Resolved: Oct 02, 2025, 05:44 PM UTC
Duration: 1d 7h

Timeline · 3 updates

investigating Oct 02, 2025, 08:59 AM UTC

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.
monitoring Oct 02, 2025, 03:05 PM UTC

A fix has been implemented and we are monitoring the results.
resolved Oct 02, 2025, 05:44 PM UTC

This incident has been resolved.

Read the full incident report →