TOPdesk incident
RESOLVED: Email Delivery Delays – UK2 Datacenter
TOPdesk experienced a minor incident on September 11, 2025 affecting UK2 SaaS hosting location, lasting 1d 4h. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Sep 11, 2025, 09:31 AM UTC
We are currently experiencing a throttling of our email server in the UK2 datacenter, which may cause delays in sending outgoing emails. This is caused by multiple customers not configuring their SPF record correctly to include spf.topdesk.net Our support team is actively contacting these customers to resolve the matter as quickly as possible. In the meantime, but also in general, we recommend using your own mail server for outgoing emails, rather than the TOPdesk mail server, to help ensure timely delivery. Thank you for your understanding and cooperation. To inform TOPdesk you are affected by this issue, please visit My TOPdesk.
- investigating Sep 11, 2025, 09:32 AM UTC
We are continuing to investigate this issue.
- resolved Sep 12, 2025, 01:32 PM UTC
The email delivery issue in our UK2 datacenter has been resolved, and the mail queue is back to normal levels. The issue was related to outgoing emails sent from custom domains without the necessary SPF record configuration. To prevent similar issues in the future and ensure timely delivery, we recommend configuring your SPF records to include spf.topdesk.net if you use the TOPdesk mail server. Alternatively, using your own mail server for outgoing emails is also advised. Thank you for your patience and cooperation.
- postmortem Oct 13, 2025, 09:56 AM UTC
On September 11, 2025, our UK2 datacenter experienced email delivery delays, due to multiple customers, including a high-volume one, missing the required SPF record. This misconfiguration led to our outgoing email server being throttled, resulting in minor delays for some customers. The issue was quickly resolved by our support team proactively reaching out to all customers without SPF records to recommend proper configuration and temporarily disabling mail functionality for the high-volume customer. To prevent recurrence, we advise all customers to use their own mail server for outgoing email or to ensure correct SPF configuration.