TOPdesk experienced a major incident on August 20, 2025 affecting Functionality malfunction, lasting 2h 25m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Aug 20, 2025, 06:49 AM UTC
We are currently experiencing disruptions with the EU1 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. The next update will be provided as events warrant until the issue has been resolved. E-mail updates will be sent right away 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 https://my.topdesk.com/tas/public/ssp/ . Please refer to incident TDR25 08 4429.
- investigating Aug 20, 2025, 07:41 AM UTC
Our engineers are investigating networking issues in the EU1 hosting location. We have opened a support ticket with Microsoft. While some customers can access their environments again, our monitoring still indicates ongoing problems.
- investigating Aug 20, 2025, 08:29 AM UTC
Mail import and file uploads may be affected by this major disruption. Some systems have been restarted, and overall system health is improving.
- monitoring Aug 20, 2025, 08:50 AM UTC
All customer environments, including mail import and file uploads, are now operational. We will continue monitoring the situation and plan to close the incident after successful verification. A root cause analysis (RCA) will be completed and published on the status page. Customers still experiencing issues should contact support.
- resolved Aug 20, 2025, 09:15 AM UTC
The EU1 hosting disruption has been resolved. All environments are operating normally, and no further issues have been detected. An RCA will be published once the investigation is complete.
- postmortem Sep 12, 2025, 11:50 AM UTC
The major incident was caused by intermittent connection issues between the Kubernetes Service Cluster and the TOPdesk application. These connectivity problems led to disrupted access for customer environments, affecting critical services such as file uploads and mail import. Investigation revealed that the underlying issue originated from unstable communication with the application server, specifically related to the handling of temporary data. Although a restart of the affected components resolved the problem, we have identified the need to improve our monitoring. Going forward, we will enhance our monitoring to detect any issues related to temporary data sooner and minimize customer impact.