Is TOPdesk down?

We are currently experiencing problems on the NO1 hosting location. As a result your TOPdesk environment may not be available. We are aware of the problem and are working on a solution. Our apologies for the inconvenience. At the time of writing this we are not able to give you an estimate on when your environment will be available. We aim to update this status page every 30 minutes until the issue has been resolved. E-mail updates will be sent when the issue has been resolved. You can subscribe on the status page (https://status.topdesk.com) for additional updates. To inform TOPdesk you are affected by this issue, please visit My TOPdesk.

We have identified the root cause of the disruption affecting our NO1 hosting location. Our engineers have successfully implemented mitigation measures, and the affected TOPdesk environments are available again. We consider this incident resolved but will continue monitoring the affected environments to ensure continued stability. A further evaluation of the incident and a Root Cause Analysis (RCA) will follow. Thank you for your patience and our apologies for the inconvenience this issue has caused.

We are currently experiencing problems on EU1 and EU6 - the EU1c02 and EU6c05 hosting locations. As a result your TOPdesk environment may not be available. We are aware of the problem and are working on a solution. Our apologies for the inconvenience. At the time of writing this we are not able to give you an estimate on when your environment will be available. We aim to update this status page every 30 minutes until the issue has been resolved. E-mail updates will be sent when the issue has been resolved. You can subscribe on the status page (https://status.topdesk.com) for additional updates. To inform TOPdesk you are affected by this issue, please visit My TOPdesk.

The affected TOPdesk environments in EU1 and EU6 are available again. Our technical teams are monitoring both affected containers to confirm continued stability. We apologise for the disruption to your operations.

The incident affecting TOPdesk environments in EU1 and EU6 has been resolved. Both affected containers have remained stable throughout the monitoring period. We will conduct a post-mortem to investigate the cause, review our response, and identify measures to reduce the risk of recurrence. We apologise for the disruption and thank you for your patience.

We are currently experiencing issues with: •TOPdesk login: Users can log in at times, but login attempts fail at other times. •Switching between SSP and Operator: Switching works at times, but fails or becomes unresponsive at other times. •My TOPdesk login: Users can sometimes log in, while at other times they cannot. •Page display: Pages, particularly Imports and Automated Actions, sometimes load correctly and sometimes display a blank white screen or an incorrect layout. •Incident content: Incident details sometimes appear immediately, but at other times the browser page must be refreshed to display them. •TOPdesk availability: TOPdesk becomes unreachable and then accessible again. This occurs both within and outside the customer’s network, including in private browsing mode. •Emails are not displayed right, preview is not available. The issue currently affects Microsoft Edge and Google Chrome. Clearing your browser’s cache may resolve the issue. To inform TOPdesk you are affected by this issue, please visit https://my.topdesk.com/tas/public/ssp/ . Please refer to incident TDR26 10 7470.

We are continuing to investigate the underlying cause of these intermittent issues. To help with our investigation, please attach a HAR file to your incident. Instructions for creating a HAR file are available in KI 11015. We will provide an update as soon as more information becomes available, or at around 2:00 PM CET at the latest.

We are continuing to investigate the intermittent issues affecting TOPdesk. Features may work normally at one moment and fail the next. If you experience problems in one browser, another browser may still work. Reported symptoms include: •Intermittent login failures in TOPdesk, including My TOPdesk. •Problems switching between the Self-Service Portal (SSP) and the Operator section. •Incident details appearing only after refreshing the browser. •TOPdesk becoming unreachable and then accessible again. This has been reported both within and outside customers’ networks, including in private browsing mode. We suspect these symptoms may be related to a disruption involving Cloudflare or Fortinet, but this has not yet been confirmed. We are also investigating blank pages and incorrect layouts, particularly in Imports and Automated Actions. These symptoms appear consistent with a browser cache issue and may vary between browsers. We are working to determine whether they are related to the disruption described above or to a recent change in TOPdesk. We will update you when there is new information or around 5 PM CET at the latest.

Intermittent login and access issues We have identified that the earlier reported symptoms were caused by two separate issues. This update covers TOPdesk being intermittently unreachable. Cause TOPdesk becoming unreachable and then accessible again were caused by a disruption at Cloudflare. The disruption affected connections that pass through an external firewall, such as the one Fortinet provides. As a result, some connections to TOPdesk timed out or received no response. Status Cloudflare has implemented a fix and has marked their incident as resolved. We are also receiving the first reports from customers that TOPdesk is working normally again. What you may notice •TOPdesk should now be reachable again and login should work reliably. •If you still experience problems, try again in a few minutes or restart your browser. What we are doing If you are still affected, please contact TOPdesk Support.

Status We have received confirmation from affected customers that TOPdesk is accessible again and that login functionality has returned to normal. The issue is resolved, and we are currently monitoring the situation to ensure continued stability. What we are doing We will continue to monitor the situation for any further disruptions. If you are still experiencing issues accessing TOPdesk, please contact TOPdesk Support.

Status We have received confirmation from affected customers that TOPdesk is accessible again and that login functionality has returned to normal. The issue is resolved, and we are currently monitoring the situation to ensure continued stability. What we are doing We will continue to monitor the situation for any further disruptions. If you are still experiencing issues accessing TOPdesk, please contact TOPdesk Support.

TOPdesk unaffected by PHP vulnerabilities Following reports of two critical vulnerabilities in PHP, we want to reassure you that TOPdesk does not use PHP. These vulnerabilities therefore do not affect the TOPdesk application, and no action is required for TOPdesk. If your organisation uses PHP in other applications or custom integrations, please follow the PHP security guidance for those systems. To inform TOPdesk you are affected by this issue, please visit https://my.topdesk.com/tas/public/ssp/ . Please refer to incident TDR26 10 5632.

PHP vulnerabilities As reported earlier regarding the two critical vulnerabilities in PHP, none of the TOPdesk product uses PHP. These vulnerabilities therefore do not affect the TOPdesk application, and no action is required for your environment. Some of our external websites do employ PHP however. Therefore, we've decided to temporarily take the following websites offline, until the fix is implemented: - www.topdesk.com - careers.topdesk.com - marketplace.topdesk.com Your my.topdesk access will remain unaffected. If your organization uses PHP in other applications or custom integrations, please follow the PHP security guidance for those systems.

Resolved – PHP vulnerabilities We have applied the PHP security updates addressing the reported vulnerabilities. The affected websites—www.topdesk.com, careers.topdesk.com and marketplace.topdesk.com—are back online. As previously communicated, the TOPdesk application was unaffected. No action is required for your TOPdesk environment. This incident is now resolved. Thank you for your patience, and we apologise for the inconvenience."

We are currently experiencing an issue with the Bookmark button in the user interface. For some users, the visual feedback indicating that the button has been activated is no longer displayed. We have identified the root cause and implemented a fix. The issue will be resolved for the affected versions once the fix is deployed as part of the regular release cycle. We apologize for the inconvenience and thank you for you patience. For the latest updates, please visit the TOPdesk Status Page: https://status.topdesk.com To inform TOPdesk you are affected by this issue, please visit https://my.topdesk.com/tas/public/ssp/ . Please refer to incident TDR26 09 7369.

Incident update The issue causing this major incident has been identified and a fix has been implemented. The fix will be deployed to the affected environments as part of the regular release process. The major incident will remain open until the fix has been deployed and is available to all affected customers. Thank you for your patience and our apologies for the inconvenience this issue causes. Root cause As part of a large-scale UI refresh project, more than 2,000 icons were updated across the application. During these changes, an incorrect icon configuration was introduced, resulting in the expected visual feedback not being displayed in certain situations. This issue was not identified during the review and testing process before release. Preventive measures To reduce the likelihood of similar issues, we have improved our validation and review processes. Large-scale UI changes will be divided into smaller, more manageable increments, allowing for more focused testing and making visual inconsistencies easier to identify before release.

The TOPdesk version that will contain the fix for this issue will be 16.09.022. The fix will be deployed to the affected environments as part of the regular release process. The major incident will remain open until the fix has been deployed and is available to all affected customers.

Dear customer, Because the Major will remain open for a bit longer we like to share a work-around. Work-around: When hoovering your cursor over the bookmark icon, a mouse over appears The mouse over contains the state of the button. This is either 'Add this card to your bookmarks' or 'Remove this card from your bookmarks' Thank you for your patience and our apologies for the inconvenience this issue has caused.

Dear Customer, The fix for this issue has been implemented. However, the release of the version containing the fix is taking longer than initially anticipated. This is due to another issue that is currently being worked on. Our intent is to start shipping the fix before the end of the week. The major incident will remain open until the fix has been successfully deployed and is available to all affected customers. In the meantime, the functionality itself is still working as intended, and the previously shared workaround remains available. Thank you for your patience and our apologies for the continued inconvenience.

Dear customer, the fix for the bookmark issue has now been implemented for every environment. Therefore we will close this major. Thank you for your patience and our apologies for the continued inconvenience.