- 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
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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.
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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.
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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 →
- 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
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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.
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identified Jul 24, 2026, 10:26 AM UTC
The issue has been identified an we are working on a fix.
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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.
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resolved Jul 27, 2026, 01:42 PM UTC
This incident has been resolved.
Read the full incident report →
- Detected by Pingoru
- Jul 15, 2026, 09:36 AM UTC
- Resolved
- Jul 15, 2026, 06:30 AM UTC
- Duration
- —
Timeline · 1 update
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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 →
- Detected by Pingoru
- Jul 13, 2026, 03:38 PM UTC
- Resolved
- Jul 13, 2026, 12:30 PM UTC
- Duration
- —
Timeline · 1 update
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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 →
- 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
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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.
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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.
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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.
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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
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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.
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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 →
- 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
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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.
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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.
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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 →
- 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
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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.
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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.
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resolved May 07, 2026, 03:22 PM UTC
Inbound call alerting has been restored for all affected customers.
Read the full incident report →
- 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
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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.
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monitoring Apr 23, 2026, 08:12 PM UTC
A fix has been implemented and delayed messages will start being reprocessed.
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resolved Apr 23, 2026, 10:32 PM UTC
This incident has been resolved.
Read the full incident report →
- 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
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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.
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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.
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monitoring Mar 27, 2026, 03:33 PM UTC
A fix has been implemented and we are monitoring the results.
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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.
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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.
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resolved Mar 30, 2026, 10:49 AM UTC
After monitoring over the weekend, this incident has been resolved.
Read the full incident report →
- 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
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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.
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investigating Feb 06, 2026, 01:55 PM UTC
We are continuing to investigate this issue.
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monitoring Feb 06, 2026, 03:14 PM UTC
Usual service restored & monitoring situation.
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resolved Feb 06, 2026, 03:50 PM UTC
This incident has been resolved.
Read the full incident report →
- 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
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investigating Jan 08, 2026, 08:52 AM UTC
We are currently investigating a gateway timeout issue affecting a subset of customers.
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investigating Jan 08, 2026, 08:58 AM UTC
We are continuing to investigate this issue.
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investigating Jan 08, 2026, 08:59 AM UTC
We are continuing to investigate this issue.
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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.
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resolved Jan 08, 2026, 09:54 AM UTC
This incident has been resolved.
Read the full incident report →
- Detected by Pingoru
- Dec 10, 2025, 08:39 AM UTC
- Resolved
- Dec 10, 2025, 11:10 AM UTC
- Duration
- 2h 31m
Timeline · 3 updates
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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.
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monitoring Dec 10, 2025, 08:50 AM UTC
Normal service has now been restored, and we are continuing to monitor.
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resolved Dec 10, 2025, 11:10 AM UTC
This incident has been resolved.
Read the full incident report →
- 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
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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.
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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.
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resolved Nov 24, 2025, 08:25 PM UTC
This incident has been resolved.
Read the full incident report →
- 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
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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/
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monitoring Nov 18, 2025, 01:12 PM UTC
Cloudflare report that they have identified the problem and that a fix is being implemented.
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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 →
- Detected by Pingoru
- Oct 01, 2025, 10:00 AM UTC
- Resolved
- Oct 02, 2025, 05:44 PM UTC
- Duration
- 1d 7h
Timeline · 3 updates
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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.
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monitoring Oct 02, 2025, 03:05 PM UTC
A fix has been implemented and we are monitoring the results.
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resolved Oct 02, 2025, 05:44 PM UTC
This incident has been resolved.
Read the full incident report →
- Detected by Pingoru
- Jul 27, 2025, 05:54 PM UTC
- Resolved
- Jul 27, 2025, 11:01 PM UTC
- Duration
- 5h 7m
Affected: Agent InterfaceBilling Interface
Timeline · 3 updates
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identified Jul 27, 2025, 05:54 PM UTC
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.
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monitoring Jul 27, 2025, 09:08 PM UTC
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.
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resolved Jul 27, 2025, 11:01 PM UTC
This incident has been resolved.
Read the full incident report →
- Detected by Pingoru
- Mar 08, 2025, 11:07 AM UTC
- Resolved
- Mar 10, 2025, 06:42 PM UTC
- Duration
- 2d 7h
Affected: Outgoing Email
Timeline · 4 updates
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investigating Mar 08, 2025, 11:07 AM UTC
Some users may be experiencing outbound email delays. External providers like Google Apps or O365 aren’t affected. Our team is investigating.
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identified Mar 08, 2025, 11:33 AM UTC
The issue has been identified and a fix is being implemented.
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monitoring Mar 08, 2025, 12:30 PM UTC
We're processing a backlog of messages and will continue to monitor the situation closely
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resolved Mar 10, 2025, 06:42 PM UTC
This incident has been resolved.
Read the full incident report →
- Detected by Pingoru
- Jan 30, 2025, 03:11 PM UTC
- Resolved
- Jan 30, 2025, 07:01 PM UTC
- Duration
- 3h 49m
Timeline · 3 updates
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investigating Jan 30, 2025, 03:11 PM UTC
We are currently experiencing a service disruption. Our team is actively working to mitigate the issue and restore normal operations as quickly as possible.
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monitoring Jan 30, 2025, 03:41 PM UTC
We have identified and resolved the issue that was disrupting service and are actively monitoring the situation.
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resolved Jan 30, 2025, 07:01 PM UTC
A platform upgrade led to an unexpected load increase, causing a service interruption. We've scaled up resources.
Read the full incident report →
- Detected by Pingoru
- Jan 16, 2025, 12:31 PM UTC
- Resolved
- Jan 16, 2025, 03:50 PM UTC
- Duration
- 3h 19m
Affected: Incoming Email
Timeline · 3 updates
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investigating Jan 16, 2025, 12:31 PM UTC
We are aware of some cloud customers experiencing delays in receiving emails in the EU region, and our team is investigating.
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monitoring Jan 16, 2025, 01:50 PM UTC
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.
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resolved Jan 16, 2025, 03:50 PM UTC
This incident has been resolved.
Read the full incident report →
- Detected by Pingoru
- Nov 21, 2024, 06:27 PM UTC
- Resolved
- Nov 22, 2024, 08:54 AM UTC
- Duration
- 14h 27m
Affected: Outgoing Email
Timeline · 5 updates
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investigating Nov 21, 2024, 06:27 PM UTC
We are aware of some cloud customers experiencing delays in sending outbound emails, and our team is investigating.
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identified Nov 21, 2024, 07:46 PM UTC
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.
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monitoring Nov 21, 2024, 08:31 PM UTC
We've implemented a workaround to the issue at Sendgrid and outbound email has resumed flowing.
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monitoring Nov 21, 2024, 08:32 PM UTC
We are continuing to monitor for any further issues.
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resolved Nov 22, 2024, 08:54 AM UTC
The issue at Sendgrid has been fully resolved.
Read the full incident report →
- Detected by Pingoru
- Oct 30, 2024, 06:00 PM UTC
- Resolved
- Oct 31, 2024, 11:32 AM UTC
- Duration
- 17h 31m
Timeline · 3 updates
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investigating Oct 30, 2024, 07:51 PM UTC
We are aware of an issue affecting some on-premise customers using voice and SMS functionality and our team is investigating.
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monitoring Oct 30, 2024, 07:59 PM UTC
We have identified the issue. A fix is being deployed for those customers affected. We are monitoring the situation.
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resolved Oct 31, 2024, 11:32 AM UTC
This incident has been resolved.
Read the full incident report →
- Detected by Pingoru
- Oct 01, 2024, 04:21 PM UTC
- Resolved
- Oct 02, 2024, 10:24 AM UTC
- Duration
- 18h 2m
Affected: Outgoing Email
Timeline · 4 updates
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investigating Oct 01, 2024, 04:21 PM UTC
We are aware of an issue affecting some customers using custom Office365 accounts to send outbound email and our team is investigating.
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identified Oct 01, 2024, 05:44 PM UTC
We have identified the issue. A workaround is being deployed for those customers affected.
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monitoring Oct 01, 2024, 06:00 PM UTC
A workaround for affected customers has been deployed. Backlogged emails are being processed now and is expected to complete within 15-20 minutes.
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resolved Oct 02, 2024, 10:24 AM UTC
This incident has been resolved.
Read the full incident report →
Notice September 10, 2024 - Detected by Pingoru
- Sep 10, 2024, 12:45 PM UTC
- Resolved
- Sep 10, 2024, 01:18 PM UTC
- Duration
- 33m
Affected: Admin InterfaceAgent Interface
Timeline · 5 updates
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identified Sep 10, 2024, 01:02 PM UTC
We are aware of some customers in the US1 region are experiencing issues using the agent interface.
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identified Sep 10, 2024, 01:02 PM UTC
We are continuing to work on a fix for this issue.
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monitoring Sep 10, 2024, 01:04 PM UTC
A fix has been implemented and we are monitoring the results.
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resolved Sep 10, 2024, 01:18 PM UTC
This incident has been resolved.
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postmortem Sep 11, 2024, 08:27 AM UTC
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.
Read the full incident report →
