TOPdesk Outage History

Started Sep 28, 2026, 12:04 PM UTC· resolved Oct 06, 2026, 06:42 AM UTC

1. investigating Sep 28, 2026, 12:04 PM UTC

   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.

2. investigating Sep 28, 2026, 01:54 PM UTC

   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.

3. investigating Sep 29, 2026, 12:08 PM UTC

   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.

4. investigating Sep 29, 2026, 01:43 PM UTC

   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.

5. investigating Sep 30, 2026, 02:07 PM UTC

   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.

6. resolved Oct 06, 2026, 06:42 AM UTC

   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.

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Started Sep 12, 2026, 10:13 AM UTC· resolved Sep 12, 2026, 10:37 AM UTC

1. investigating Sep 12, 2026, 10:13 AM UTC

   We are currently experiencing problems on the EU2 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.

2. investigating Sep 12, 2026, 10:13 AM UTC

   Environments are all up and running again

3. resolved Sep 12, 2026, 10:37 AM UTC

   Environments are all up and running again

4. postmortem Sep 22, 2026, 09:04 AM UTC

   An Azure Kubernetes Node crashed which caused CPU/Memory shortage making the recovery process to slow. A new node was added to prevent this in the future. Alerting on Node CPU/Memory unavailability will also be added.

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Started Jul 21, 2026, 02:02 PM UTC· resolved Aug 26, 2026, 10:04 AM UTC

1. monitoring Jul 21, 2026, 02:02 PM UTC

   TOPdesk is introducing in-product guidance within the TOPdesk interface — short walkthroughs, tooltips, and occasional feedback prompts that help users discover features and get more value from TOPdesk. This guidance is delivered through a platform provided by Userpilot, Inc.. Please note that, unlike optional add-on products, this guidance layer applies to all TOPdesk SaaS environments; it is not a separate subscription. What does this change mean for your data? To deliver this guidance, Userpilot processes a limited set of data on TOPdesk's behalf: Interaction metadata — whether a guidance element was seen, completed, dismissed, or skipped. A limited set of user identifiers — used so the same guidance isn't shown repeatedly to the same user. This data is pseudonymous. It does not include any content from your TOPdesk environment — no tickets, no customer records, and no personal data you have entered into TOPdesk. Because Userpilot processes limited personal data (user identifiers) on TOPdesk's behalf, Userpilot acts as a sub-processor as defined under applicable data protection laws, including the GDPR, the UK GDPR, and the Brazilian General Data Protection Law (LGPD). The data processed by Userpilot in connection with TOPdesk is stored and processed within the European Union — specifically on servers located in France — for all customers, regardless of where the customer is located. It is accessible only to authorised personnel. For customers located outside the EU, this means your Userpilot-related data is processed in the EU rather than in your own region. To deliver the guidance correctly, Userpilot uses IP addresses to determine the end user's country; these IP addresses are not stored permanently and are discarded once processed. This data is encrypted in transit and at rest and is covered by a Data Processing Agreement that provides appropriate safeguards in accordance with applicable data protection law. This change takes effect on 21st of August. For more details and background information, see My TOPdesk Knowledge Item: KI 19347 Should you have any objections regarding this change, please reply within 30 days to TOPdesk Support: [email protected] or https://my.topdesk.com. Our support team is also available for any other questions or remarks regarding this change.

2. monitoring Jul 21, 2026, 02:04 PM UTC

   Privacy Q&A: Userpilot in TOPdesk What is Userpilot? Userpilot is a tool that allows TOPdesk to show in-product guidance — things like onboarding walkthroughs, tooltips, and short feedback prompts — directly inside the TOPdesk interface. It is used by TOPdesk to help customers get more value from the product. Does Userpilot have access to our data? No. Userpilot does not have access to anything stored in your TOPdesk environment. It cannot see your tickets, your customer records, your personal data, or any content your organisation has entered into TOPdesk. What data does Userpilot collect? Userpilot processes only: Interaction metadata — whether a user engaged with, dismissed, or completed a guidance element (e.g. a walkthrough or tooltip). User metadata — a limited set of identifiers that TOPdesk sends so the same guidance isn't shown repeatedly to the same user. This data is pseudonymous: it does not include names, email addresses, or any content from your TOPdesk environment. Because it involves limited user identifiers, it is treated as personal data under the GDPR and handled accordingly. Where is the data stored and processed? All data processed by Userpilot in connection with TOPdesk is stored and processed within the European Union — specifically on servers located in France — for all customers, regardless of where the customer is located. To deliver the guidance correctly, Userpilot uses IP addresses to determine the end user's country; these IP addresses are not stored permanently and are discarded once processed. Is Userpilot a subprocessor under our data processing agreement with TOPdesk? Yes. Userpilot has been added as a subprocessor. Customers are informed of this through a separate, formal subprocessor notification (published on our SaaS status page), which sets out the required details and your right to object within the stated period. This Q&A is a reference document and is not itself that formal notification. Is there a Data Processing Agreement (DPA) in place with Userpilot? Yes, a Data Processing Agreement is in place between TOPdesk and Userpilot. The agreement itself is confidential between the parties, so we are not able to share a copy — but we are happy to answer questions about how your data is processed and protected. Can we opt out, or ask for our data to be deleted? Under the GDPR (Article 17, the "right to erasure"), individuals can ask for their personal data to be deleted — for example, when it is no longer necessary or consent has been withdrawn. To exercise this right, contact us at the address below and we will handle the request. This is separate from your right to object to the addition of Userpilot as a subprocessor, which is covered by the formal subprocessor notification procedure and related objection period. Who can we contact with further questions? For general questions or remarks about this change, please reach out to TOPdesk Support: [email protected] or https://my.topdesk.com. For questions specifically about privacy or data protection, you can contact our privacy team directly at [email protected].

3. resolved Aug 26, 2026, 10:04 AM UTC

   This incident has been resolved.

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Started Jul 14, 2026, 08:18 AM UTC· resolved Jul 14, 2026, 03:25 PM UTC

1. investigating Jul 14, 2026, 08:18 AM UTC

   We are currently experiencing disruptions with the login to the My TOPdesk portal. 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 TDR26 07 3573.

2. investigating Jul 14, 2026, 10:03 AM UTC

   We would like to update you on the progress of the investigation. At this moment our engineers are still investigation the issue and have not been able to solve the issue yet. We will send you another update within 3 hours or earlier if news about the solution can be shared.

3. investigating Jul 14, 2026, 11:29 AM UTC

   We are continuing to investigate this issue.

4. monitoring Jul 14, 2026, 12:07 PM UTC

   We are pleased to inform you that we have solved the issues and you should be able to login to the MyTOPdesk again. We will be monitoring the situation closely this afternoon to ensure the service remains stable. If it remains stable, we will be closing the major at 17.00 hrs CET.

5. resolved Jul 14, 2026, 03:25 PM UTC

   After monitoring we have concluded that the solution is stable, and we will therefore close this major incident. We sincerely apologize for the inconvenience caused and thank you for your patience and understanding.

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Started Jul 02, 2026, 09:03 AM UTC· resolved Jul 02, 2026, 06:57 PM UTC

1. investigating Jul 02, 2026, 09:03 AM UTC

   We are currently experiencing disruptions affecting customers hosted in EU1, resulting in performance issues. As a result, your TOPdesk environment may be slow or temporarily unavailable. We are aware of the problem and are working on a solution. Our apologies for the inconvenience. At the time of writing, we are not able to provide an estimate for when normal service will be restored. 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.

2. monitoring Jul 02, 2026, 11:42 AM UTC

   We have identified the issue and made actions to mitigate the cause. The EU1co3 is now back to full operational state without any performance issues We will continue to closely monitor the situation to ensure the service remains stable.

3. resolved Jul 02, 2026, 06:57 PM UTC

   At this time the EU1co3 is now back to full operational state without any performance issues, we will close this major.

4. postmortem Aug 26, 2026, 12:11 PM UTC

   On July 2, 2026, customers hosted on part of our EU1 infrastructure experienced degraded performance and, in some cases, temporary unavailability. The disruption was caused by unusually high database resource consumption from one environment, which impacted other environments sharing the same infrastructure. To mitigate the impact, we increased the available resources on the database server. This restored sufficient capacity for the affected environments and resolved the wider performance degradation. Further investigation was performed into the environment that triggered the increased resource consumption. However, we were unable to conclusively determine what caused the unusually high resource usage. Increasing the available resources on the database server during the incident replaced underlying resources, which meant that some of the diagnostic information required for a conclusive investigation was no longer available. As a follow-up, we are reviewing how diagnostic information can be better preserved during similar incidents. We are also continuing to improve our monitoring of excessive resource consumption and investigating measures to reduce the impact that a single environment can have on shared infrastructure.

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Started Jun 25, 2026, 03:31 PM UTC· resolved Jun 25, 2026, 04:03 PM UTC

1. investigating Jun 25, 2026, 03:31 PM UTC

   We are currently experiencing problems on our CA1 datacenter. 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 TDR26 06 8482.

2. resolved Jun 25, 2026, 04:03 PM UTC

   The issue has been resolved, and all instances should be reachable again. We will publish an RCA as soon as this matter has been evaluated internally. Our apologies for the inconveniences.

3. postmortem Jun 26, 2026, 03:46 PM UTC

   As part of planned infrastructure improvements to our Canada environment, a previously postponed configuration change was unintentionally applied during a routine service update. Because this change depended on infrastructure that had not yet been deployed in the Canada environment, customer traffic could not be routed correctly, resulting in service interruptions. Once the issue was identified, the configuration change was immediately rolled back, restoring normal service. We have also updated our deployment process to prevent postponed configuration changes from being applied unintentionally in the future.

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Started Jun 19, 2026, 06:11 AM UTC· resolved Jun 22, 2026, 07:37 AM UTC

1. investigating Jun 19, 2026, 06:11 AM UTC

   We are currently experiencing disruptions in one of our services. As a result logging in to your TOPdesk environment may not be possible. 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. Log in is currently not working To inform TOPdesk you are affected by this issue, please visit https://my.topdesk.com/tas/public/ssp/ . Please refer to incident TDR26 06 6038.

2. investigating Jun 19, 2026, 07:14 AM UTC

   We are currently investigating the cause of this issue. We will provide an update as soon as more information becomes available, and no later than 3 hours from now.

3. monitoring Jun 19, 2026, 07:48 AM UTC

   We have identified the issue and implemented a fix. You should now be able to log in to your TOPdesk environment as expected. If you are still experiencing login issues, please contact our support team and let us know. We will continue to closely monitor the situation to ensure the service remains stable.

4. resolved Jun 22, 2026, 07:37 AM UTC

   Dear Customer, Over the weekend no further issues have been observed and all services have been operating normally. We therefor close the major. The root cause of this disruption has been identified and a Root Cause Analysis will be posted as soon as this becomes available. We sincerely apologize for any inconvenience this issue may have caused and appreciate your patience while we worked to resolve it. Kind regards, The TOPdesk Team

5. postmortem Jun 24, 2026, 01:43 PM UTC

   **Root Cause Analysis:** During a planned service routing migration, a required configuration update for one service was missed. As a result, traffic for that service was routed incorrectly. Because other services remained unaffected and the overall configuration appeared valid, existing monitoring did not detect the issue. The root cause was human error during the configuration update process. ‌ **Preventive Measures:** To reduce the risk of similar issues, we will consistently apply the four-eyes principle to all configuration changes and introduce a mandatory post-implementation verification step to ensure all intended updates have been applied correctly before a change is considered complete.

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Started Jun 10, 2026, 10:15 AM UTC· resolved Jun 10, 2026, 11:18 AM UTC

1. investigating Jun 10, 2026, 10:15 AM UTC

   We are currently experiencing connectivity issues affecting our Delft office. As a result, myTOPdesk.com and our Support telephone line are currently unavailable. We are investigating the issue and working to restore these services as quickly as possible. We apologize for the inconvenience and will provide updates as more information becomes available.

2. resolved Jun 10, 2026, 11:18 AM UTC

   The issue has been resolved, and all affected services are operating normally again. Thank you for your patience and understanding. If you have any questions, our Support team is happy to help.

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Started Jun 10, 2026, 07:38 AM UTC· resolved Jun 19, 2026, 08:19 AM UTC

1. investigating Jun 10, 2026, 07:38 AM UTC

   We are currently experiencing disruptions with saving incident cards. It may occur that Incident cards that contain an empty action field cannot be saved. An error pops up stating to check the log files. To see if you are affected by this disruption, check if your Incident contains empty action fields, or check the logs for the following error: 'plainText is marked non-null but is null' Development has created a fix that will be introduced in version 16.06.007. A work around is also available for this bug. Work around: ⒈Locate the empty action field ⒉Delete it ⒊If deletion is not yet possible, fill the empty field and then delete or save the card. Our apologies for the inconvenience To inform TOPdesk you are affected by this issue, please visit https://my.topdesk.com/tas/public/ssp/ . Please refer to incident TDR26 06 1656.

2. investigating Jun 10, 2026, 01:57 PM UTC

   Dear customer, The issue where some incidents with empty action fields cannot be saved has been fixed. The fix will be available in version 16.06.007 Due to the way the TOPdesk release cycle works, it will take some time before you'll notice the fix in your TOPdesk. We will try to keep you updated where possible.

3. investigating Jun 11, 2026, 10:42 AM UTC

   Dear customer, The issue where some incidents with empty action fields cannot be saved has been fixed. The fix will be available in version 16.06.007 A work around is available for this bug. Work around: ⒈Locate the empty action fields of the progress trail. ⒉Fill the field with a dummy value ⒊Submit the correcte action field ⒋Delete the corrected action field ⒌Repeat if more action fields are affected ⒍Save the card The fix will be available in version 16.06.007 Our apologies for the inconvenience. At the time of writing the fix is part of our release cycle. We cannot yet say when exactly the release will be available. Expected release is start of week 25.

4. resolved Jun 19, 2026, 08:19 AM UTC

   Dear customer, The issue where some incidents with empty action fields cannot be saved has been fixed. The fixed version is 16.06.007 and has been released to all customer environments. This issue will be thoroughly evaluated to prevent these issues in the future. Our apologies for the inconvenience and thank you for you patience.

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Started Jun 09, 2026, 03:06 PM UTC· resolved Jun 23, 2026, 01:26 PM UTC

1. investigating Jun 09, 2026, 03:06 PM UTC

   We are currently experiencing disruptions with incidents that cannot be saved due to empty images in the action field. 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 this will be solved. To inform TOPdesk you are affected by this issue, please visit https://my.topdesk.com/tas/public/ssp/ . Please refer to incident TDR26 06 2790.

2. investigating Jun 10, 2026, 09:16 AM UTC

   We are currently experiencing disruptions with saving incident cards. It may occur that Incident cards that contain a "broken image" cannot be saved. An error pops up stating to check the log files. To see if you are affected by this disruption, check if your Incident contains action fields with "broken images" These images look like an empty box with gray border. The logs files state the following error: 'The given index must be of a Image token' The error was introduced in version 16.06.001 A work around is also available for this bug. Work around: ⒈Locate the broken images in the action fields ⒉Delete the broken images ⒊Save the card Development is actively investigating the issue and will produce a fix as soon as possible. Our apologies for the inconvenience

3. investigating Jun 10, 2026, 01:59 PM UTC

   Dear customer, The issue where "broken images" in incidents action fields prevent you from saving the incident card has been fixed by development. The version for this fix has yet to be announced. We expect this to be known tomorrow. Due to the way the TOPdesk release cycle works, it will take some time before you'll notice the fix in your TOPdesk. We will try to keep you updated where possible.

4. investigating Jun 11, 2026, 12:38 PM UTC

   Dear customer, The issue where "broken images" in incidents action fields prevent you from saving the incident card has been fixed by development. The version for this fix is 16.06.008. A work around is available for this bug. Work around: ⒈Locate the broken images in the action fields of the progress trail. The broken image will look like a square box with a border around it. ⒉Delete the broken images ⒊Submit the correcte action field ⒋Repeat if more action fields are affected ⒌Save the card Our apologies for the inconvenience. At the time of writing the fix is part of our release cycle. We cannot yet say when exactly the release will be available. Expected release is by the end of week 25.

5. resolved Jun 23, 2026, 01:26 PM UTC

   Dear Customers, as communicated before, a fix for the not savable incidents issue has been released. Due to the TOPdesk release cycle, it took some time to ensure that all environments were updated to the required version. We are pleased to confirm that version 16.06.008 has now been deployed to all TOPdesk environments. This update resolves the issue that prevented operators from saving incidents that contain broken images. We sincerely apologize for any inconvenience this issue may have caused and appreciate your patience while we worked to resolve it. Kind regards, The TOPdesk Team

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Started Jun 08, 2026, 08:11 AM UTC· resolved Jun 09, 2026, 01:23 PM UTC

1. investigating Jun 08, 2026, 08:11 AM UTC

   We are currently experiencing disruptions with access to my.topdesk.com Over the weekend (June 6th to 7th), we scheduled maintenance to update our AD FS and MiM systems. During this process, we encountered several issues that we have not yet resolved. We are actively working to restore access to My TOPdesk as swiftly as possible. Currently, login to My TOPdesk is temporarily unavailable If you would like to register an incident with support, please send an email to [email protected] 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 TDR26 06 2050.

2. resolved Jun 09, 2026, 01:23 PM UTC

   The access to my.topdesk has been restored. The issues caused by the maintenance on the 6th-7th of June have been resolved. The cause will be evaluated to prevent similar issues in the future. We apologize again for any inconvenience and thank you for your patience.

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Started Jun 06, 2026, 06:26 PM UTC· resolved Jun 06, 2026, 08:23 PM UTC

1. investigating Jun 06, 2026, 06:26 PM UTC

   TOPdesk environment unreachable for hosting location in Canada

2. investigating Jun 06, 2026, 06:27 PM UTC

   We are continuing to investigate this issue.

3. investigating Jun 06, 2026, 06:28 PM UTC

   We are currently investigation the cause of this outage. We will keep you updates every 30 minutes

4. investigating Jun 06, 2026, 06:40 PM UTC

   We are continuing to investigate this issue.

5. investigating Jun 06, 2026, 07:17 PM UTC

   We are continuing to investigate this issue.

6. investigating Jun 06, 2026, 07:51 PM UTC

   We are continuing to investigate this issue.

7. investigating Jun 06, 2026, 08:04 PM UTC

   We have identified an issue in the load balancer for the services cluster. We are working on resolving this issue.

8. investigating Jun 06, 2026, 08:19 PM UTC

   All environments are accessible again. Root cause analysis will be published within a week.

9. monitoring Jun 06, 2026, 08:23 PM UTC

   A fix has been implemented and we are monitoring the results.

10. resolved Jun 06, 2026, 08:23 PM UTC

    This incident has been resolved.

11. postmortem Jun 12, 2026, 09:28 AM UTC

    The Azure-managed load balancer unexpectedly removed two port rules due to an azure internal issue in the integration between Kubernetes and Azure’s load balancer management. This resulted in a temporary loss of connectivity for our services. Adding the rules by hand resolved the issue. We are currently investigating how to prevent similar future outages.

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Started Jun 03, 2026, 06:53 AM UTC· resolved Jun 17, 2026, 07:56 AM UTC

1. investigating Jun 03, 2026, 06:53 AM UTC

   We are currently experiencing disruptions with the Adobe PDF plugin version 26.5.2.0 Customers experience issues login in as an Operator. The page will infinitely buffer. Turning off the browser plugin/extension and restarting your browser will resolve the issue for now. We will investigate further and will update you on the fix. Our apologies for the inconvenience. Please find the latest updates on our 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 06 895.

2. investigating Jun 03, 2026, 11:42 AM UTC

   Update: a workaround has been implemented, and the fix will be rolled out with the next release. The next version will usually be release within the next week.

3. investigating Jun 05, 2026, 07:54 AM UTC

   The issue where Operators where unable to use TOPdesk who had the Adobe Extension active in Chrome, is tested and ready. Our fix will be introduced in TOPdesk version 16.06.004. When your TOPdesk has reached this version, you can turn the Extension on again in the Chrome Extension. Our apologies for the inconvenience.

4. investigating Jun 10, 2026, 02:01 PM UTC

   Dear customers, As announced last week, the fix for the Adobe Plugin issue was announced. Due to the way the TOPdesk release cycle works, it will take some time before you'll notice the fix in your TOPdesk. Hopefully most/all update groups will have the correct version on Friday. We will try to keep you updated where possible.

5. resolved Jun 17, 2026, 07:56 AM UTC

   Dear Customers, As communicated last week, a fix for the Adobe Plugin issue has been released. Due to the TOPdesk release cycle, it took some time to ensure that all environments were updated to the required version. We are pleased to confirm that version 16.06.004 has now been deployed to all TOPdesk environments. This update resolves the issue that prevented operators from logging in when the Adobe Plugin was enabled. You may now safely re-enable the Adobe Plugin. We sincerely apologize for any inconvenience this issue may have caused and appreciate your patience while we worked to resolve it. Kind regards, The TOPdesk Team

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Started Jun 01, 2026, 07:15 AM UTC· resolved Jun 01, 2026, 12:12 PM UTC

1. investigating Jun 01, 2026, 07:15 AM UTC

   We are currently experiencing a disruption to the import service on EU1. 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 TDR26 06 039.

2. monitoring Jun 01, 2026, 11:12 AM UTC

   We have restarted the import service and are seeing improvements in the performance. Imports can now executed again. We will continue to monitor the situation.

3. resolved Jun 01, 2026, 12:12 PM UTC

   We have continued to monitor the import services following the reported issues and have not observed any further occurrences. Everything is operating as expected. As no additional problems have been identified, we will proceed with closing this major.

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Started May 04, 2026, 12:39 PM UTC· resolved May 05, 2026, 08:09 AM UTC

1. investigating May 04, 2026, 12:39 PM UTC

   We are currently experiencing problems on our EU3 hosting location. As a result your TOPdesk environment may not be available. We are aware of the problem and already working on a solution. Our apologies for the inconvenience. We aim to update this status blog at least every 30 minutes until the issue has been resolved.

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Started Apr 22, 2026, 09:55 AM UTC· resolved Apr 23, 2026, 06:29 AM UTC

1. investigating Apr 22, 2026, 09:55 AM UTC

   We are currently experiencing disruptions with our SSP. After clicking on a form in the SSP, the page appears white. Hitting F5 (or Cmd + Shift + R for Mac) seems to help as a workaround. 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 TDR26 04 5630.

2. monitoring Apr 22, 2026, 12:45 PM UTC

   A fix has been implemented and we are monitoring the results.

3. resolved Apr 23, 2026, 06:29 AM UTC

   As no further issues arose during the monitoring period, we are hereby closing the major and all linked incidents. At this time, the exact root cause has not yet been fully identified. Our team will continue to investigate to determine the underlying issue and prevent recurrence. Should you experience any further problems, please do not hesitate to contact us. A RCA will be published once ready.

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Started Mar 16, 2026, 02:08 PM UTC· resolved Mar 16, 2026, 06:09 PM UTC

1. investigating Mar 16, 2026, 02:08 PM UTC

   We are currently experiencing disruptions with logging in to My TOPdesk. 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 TDR26 03 4191.

2. monitoring Mar 16, 2026, 02:24 PM UTC

   The issue has been identified and resolved. You can now log in to MyTOPdesk again. We are keeping a close eye on the situation. We apologise for the inconvenience.

3. resolved Mar 16, 2026, 06:09 PM UTC

   The issue has been identified and resolved. You can now log in to MyTOPdesk again. We are keeping a close eye on the situation. We apologise for the inconvenience.

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Started Jan 20, 2026, 09:58 AM UTC· resolved Jan 20, 2026, 04:16 PM UTC

1. investigating Jan 20, 2026, 09:58 AM UTC

   We are currently experiencing disruptions with one of our services. As a result, some or all of the knowledge items in the operator section won't display your written content but .json code. The SSP view seems to be not affected. Only early update groups are impacted. We are aware of the problem and are working on a solution. As a workaround, switching temporarily to the old knowledge base shows the content again. Please stay away from editing and saving knowledge items until the issue is resolved. 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 TDR26 01 5257.

2. investigating Jan 20, 2026, 11:28 AM UTC

   We are still experiencing disruptions with one of our services. As a result, some or all of the knowledge items in the operator section won't display your written content but .json code. The SSP view seems to be not affected. Only early update groups are impacted. We will applied fixes to test environments of the early update groups and the applied fixes showed the desired result. To apply these fixes in your production environment, a restart is needed. The restarts will happen after 13:00 CET today. The estimated downtime for each environment is about 5 minutes. As a result of this fix the new knowledge base will be deactivated temporarily and can't be turned on until the underlying issue is resolved. We are also working on a permanent solution for this issue. Please stay away from editing and saving knowledge items until the issue is resolved. Our apologies for the inconvenience. The current status can be found on our TOPdesk Status Page: https://status.topdesk.com

3. resolved Jan 20, 2026, 04:16 PM UTC

   The major incident has been resolved. For the early update groups, both test and production environments, fixes have been applied and the knowledge base functionality has been restored. That being said, the underlying issue will be resolved in an upcoming TOPdesk version update in the near future. To guarantee stability, the fix won't be applied today; the knowledge base can be used, as you are used to, from now on again. If a rich-text field of a knowledge item was edited edited during the lifetime of this major, from the impacted usergroup, the edited content can't be recovered, even if the final fix is applied. Thank you for your patience.

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Started Jan 16, 2026, 11:41 AM UTC· resolved Jan 16, 2026, 03:25 PM UTC

1. investigating Jan 16, 2026, 11:41 AM UTC

   We are currently experiencing multiple issues related to new rich text functionalities in the Knowledge Management module, specifically when images are included in knowledge items or news items. We are aware of the problem and are working on a solution. Our apologies for the inconvenience. 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 TDR26 01 4577.

2. investigating Jan 16, 2026, 12:55 PM UTC

   Research by our developers is still ongoing. A recent change in our code seems to be the likely cause. We will provide you with further information as soon as we have it.

3. investigating Jan 16, 2026, 01:59 PM UTC

   Our developers are still researching the issue. We will provide you with further information as soon as we have it.

4. resolved Jan 16, 2026, 03:25 PM UTC

   Our development department was able to create a solution for the problem. We have implemented this solution in all environments and have already received positive feedback. However, in order for the solution to work, all images in the affected knowledge articles must be re-uploaded. We apologise for any inconvenience caused.

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Started Dec 24, 2025, 09:00 AM UTC· resolved Dec 24, 2025, 12:34 PM UTC

1. investigating Dec 24, 2025, 09:00 AM UTC

   We are currently experiencing disruptions at our EU1 hosting location, on specific containers. Please contact TOPdesk Support after submitting an incident, so we can store additional logfiles to investigate this. 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 current status can be found on our 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 TDR25 12 8094.

2. investigating Dec 24, 2025, 09:34 AM UTC

   We are currently experiencing disruptions at our EU1 hosting location. The disruptions affecting only specific containers and currently have two different outcomes •Sloweness •Not beeing able to download attachements Please contact TOPdesk Support after submitting an incident, so we can store additional logfiles to investigate this. 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 working properly again. The current status can be found on our TOPdesk Status Page: https://status.topdesk.com

3. investigating Dec 24, 2025, 10:38 AM UTC

   We are currently experiencing disruptions at our EU1 hosting location. The disruptions affecting only specific containers and currently have the following outcomes •Sloweness •Not beeing able to download attachements •E-Mail Import fails Please contact TOPdesk Support after submitting an incident, so we can store additional logfiles to investigate this. 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 working properly again. The current status can be found on our TOPdesk Status Page: https://status.topdesk.com

4. investigating Dec 24, 2025, 11:00 AM UTC

   A fix has been implemented to affected containers; we will monitor the applied changes. It can take up to 15 minutes until the fix is propagated to all affected environments. Please contact TOPdesk Support after submitting an incident, so we can store additional logfiles to investigate this. Our apologies for the inconvenience. The current status can be found on our TOPdesk Status Page: https://status.topdesk.com

5. investigating Dec 24, 2025, 12:34 PM UTC

   The major has been resolved. The applied fixes to specific containers in our EU1-datacenter resolved the following issues: •Slowness •Not being able to upload/download attachments •E-Mail import fails due to file server issues •Registering incidents by the SSP with attachements Please check all your mail import folders and mail import connectors. It is likely that emails have been moved to your unsuccessful folder. Please move them to your inbox again, mark them as unread, and let the import run again. Thanks for your patience, and happy holidays.

6. resolved Dec 24, 2025, 12:34 PM UTC

   The major has been resolved. The applied fixes to specific containers in our EU1-datacenter resolved the following issues: •Slowness •Not being able to upload/download attachments •E-Mail import fails due to file server issues •Registering incidents by the SSP with attachements Please check all your mail import folders and mail import connectors. It is likely that emails have been moved to your unsuccessful folder. Please move them to your inbox again, mark them as unread, and let the import run again. Thanks for your patience, and happy holidays.

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Started Dec 19, 2025, 12:26 PM UTC· resolved Dec 19, 2025, 02:28 PM UTC

1. investigating Dec 19, 2025, 12:26 PM UTC

   We are currently experiencing disruptions across multiple hosting locations. As a result, your TOPdesk environment may experience degraded performance or temporary unavailability. We are investigating the issue, which may be related to a disruption at an external service provider. For reference, Cloudflare’s service status can be found here: https://www.cloudflarestatus.com/ Please contact TOPdesk Support after submitting an incident, so we can store additional logfiles to investigate this. 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.

2. monitoring Dec 19, 2025, 12:42 PM UTC

   Cloudflare has implemented a fix for the network performance issues and is monitoring the results. We are also monitoring the situation across our own TOPdesk environments and will provide further updates as they become available.

3. resolved Dec 19, 2025, 02:28 PM UTC

   Cloudflare has closed their incident after confirming that network performance has been restored. We have not observed further impact on TOPdesk environments and have also received positive feedback from customers confirming service stability.

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Started Dec 05, 2025, 09:09 AM UTC· resolved Dec 05, 2025, 09:43 AM UTC

1. investigating Dec 05, 2025, 09:09 AM UTC

   We are currently experiencing disruptions with Cloudflare 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 12 2484.

2. monitoring Dec 05, 2025, 09:16 AM UTC

   Cloudflare has introduced a fix. Environments should be back online We will keep monitoring and wait for further messaging. Our apologies for the inconvenience.

3. resolved Dec 05, 2025, 09:43 AM UTC

   Cloudflare has resolved the issue on their status page. We have received feedback that TOPdesk is working as expected. This Major incident will be closed since the issue is resolved. We'd like to apologies once more for the inconvenience and will communicate an RCA once it is received

4. postmortem Dec 19, 2025, 02:59 PM UTC

   A change made to how Cloudflare's Web Application Firewall parses incoming requests caused Cloudflare's network to be unavailable for several minutes this morning. This change was deployed by Cloudflare's team to help mitigate the industry-wide vulnerability disclosed this week in React Server Components. CloudFlare has issued a detailed statement on this matter here: [https://blog.cloudflare.com/5-december-2025-outage/](https://blog.cloudflare.com/5-december-2025-outage/)

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Started Nov 20, 2025, 10:14 AM UTC· resolved Nov 20, 2025, 12:08 PM UTC

1. investigating Nov 20, 2025, 10:14 AM UTC

   We are currently experiencing disruptions regarding the Asset module and automated actions Automated actions for Asset management are failing. Fields related to ${(_linkAdded["assignment_persons"] and ${(_linkRemoved["assignment_persons"] are affected and no longer give a value. The error message can differ depending on what is being done in the step. Examples are: {"errors":{"personTopDeskId":["The personTopDeskId field is required."]} {"errors":[{"errorCode":"parse_error","appliesTo":["id"],"errorMessage":"uuid has invalid length"}]} We are aware of the problem and are working on a solution. To help us troubleshoot this issue, please add the following information to your ticket when you are affected by this disruption: - The date and time of the last reproduction of this issue - The username of the user that reproduced this issue - A description of what the user was doing in TOPdesk - Browser activity and network traffic logs in a .HAR file, see KI 11015 on how to gather this information. Please contact TOPdesk Support after submitting an incident, so we can store additional logfiles to investigate this. 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 11 5294.

2. investigating Nov 20, 2025, 10:19 AM UTC

   Dear Customers, We are investigating an issue affecting automated actions in the asset module. Fields related to 'assigned_persons' are affected and no longer return values, potentially breaking action sequences. This could cause issues assigning assets to persons, unassigning assets to persons or retrieving information about assets assigned to a person, using the API. We have been able to reproduce the steps for this behavior and are working actively to mitigate the issue. Please visit my.topdesk and indicate if you are affected in any way. Our apologies for the inconvenience. Please follow www.status.topdesk.com

3. resolved Nov 20, 2025, 12:08 PM UTC

   Dear Customers, Our development team has rolled out a fix, resolving the issue affecting automated actions in the asset module. The solution does have an instant effect in your environments, and no further steps are needed to have this solved. Our apologies for the inconvenience. A Root Cause Analysis (RCA) will be posted on the TOPdesk status page once available.

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Started Oct 23, 2025, 02:35 PM UTC· resolved Oct 24, 2025, 01:38 PM UTC

1. investigating Oct 23, 2025, 02:35 PM UTC

   Dear Customers, We are currently experiencing disruptions with the Self Service Portal. In some cases a white screen is shown for some users in some browsers. Please make sure that your browser version is updated to the most current version and try again. Follow KI 18761 - Blank/white pages in self service portal We have been unable to reproduce the issue on our side. To help us troubleshoot this issue, please add the following information to your ticket when you are affected by this disruption: •The date and time of the last reproduction of this issue •The username of the user that reproduced this issue •A description of what the user was doing in TOPdesk •Browser activity and network traffic logs in a .HAR file, see KI 11015 on how to gather this information. •Browser type and version •Any additional browser extensions/add-ons Please contact TOPdesk Support after submitting an incident, so we can store additional logfiles to investigate this. Our apologies for the inconvenience. Please follow www.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 TDR25 10 6447.

2. investigating Oct 23, 2025, 05:47 PM UTC

   Dear Customers, We are still investigating the issue, We are currently experiencing disruptions with the Self Service Portal. In some cases a white screen is shown for some users in some browsers. Please make sure that your browser version is updated to the most current version and try again. Follow KI 18761 - Blank/white pages in self service portal We have been unable to reproduce the issue on our side. To help us troubleshoot this issue, please add the following information to your ticket when you are affected by this disruption: •The date and time of the last reproduction of this issue •The username of the user that reproduced this issue •A description of what the user was doing in TOPdesk •Browser activity and network traffic logs in a .HAR file, see KI 11015 on how to gather this information. •Browser type and version •Any additional browser extensions/add-ons Please contact TOPdesk Support after submitting an incident, so we can store additional logfiles to investigate this. Our apologies for the inconvenience. Please follow www.status.topdesk.com

3. investigating Oct 23, 2025, 07:05 PM UTC

   Dear Customers, We are still investigating the issue, We are currently experiencing disruptions with the Self Service Portal. In some cases a white screen is shown for some users in some browsers. Please make sure that your browser version is updated to the most current version and try again. Follow KI 18761 - Blank/white pages in self service portal We have been unable to reproduce the issue on our side. To help us troubleshoot this issue, please add the following information to your ticket when you are affected by this disruption: •The date and time of the last reproduction of this issue •The username of the user that reproduced this issue •A description of what the user was doing in TOPdesk •Browser activity and network traffic logs in a .HAR file, see KI 11015 on how to gather this information. •Browser type and version •Any additional browser extensions/add-ons Please contact TOPdesk Support after submitting an incident, so we can store additional logfiles to investigate this. Our apologies for the inconvenience. Please follow www.status.topdesk.com

4. investigating Oct 24, 2025, 07:53 AM UTC

   Dear customers, We believe to have found the issue concerning the Self Service Portal not loading correctly. The issue seems to be in the language settings of the SSP. Work-around: Switch your language settings to English, this should resolve the issue for now. We will research the issue and create a fix as soon as possible. Please let us know if the work around fixed this issue for now.

5. investigating Oct 24, 2025, 08:03 AM UTC

   Dear customers, We believe to have found the issue concerning the Self Service Portal not loading correctly. The issue seems to be in the language settings of the browser. Work-around: Switch your browser language settings to English, this should resolve the issue for now. We will research the issue and create a fix as soon as possible. Please let us know if the work around fixed this issue for now.

6. investigating Oct 24, 2025, 08:48 AM UTC

   Dear Customers. Our developers identified a bug in an update to the SSP that we deployed yesterday. This bug causes a 'white screen' if your browser language is set to certain specific languages. We are trying to deploy a fix, hopefully withing the next hour.

7. investigating Oct 24, 2025, 09:36 AM UTC

   Dear Customers, Our development team has rolled out a fix for the bug that prevented the Self Service Portal from loading successfully. Refreshing or reopening your browser should now allow the page to load as expected. Changing the browser language will no longer be necessary. If the SSP still will not load and show a white screen, please let us know through you registered incidents, so our Support department can have a look. Our apologies for the inconvenience.

8. resolved Oct 24, 2025, 01:38 PM UTC

   The issue where the Self Service Portal would not load for customers with certain browser language settings has been resolved. Development has implemented the fix. The error occurred in the code that solved a different issue for customers using older systems/browsers that did not support Chrome 122 and up. Once the bug was found, development quickly released a fix, solving the issue. They have also adjusted their way of working to prevent similar issues in the future. TOPdesk wants to apologize for the inconvenience.

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Started Sep 11, 2025, 09:31 AM UTC· resolved Sep 12, 2025, 01:32 PM UTC

1. 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.

2. investigating Sep 11, 2025, 09:32 AM UTC

   We are continuing to investigate this issue.

3. 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.

4. 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.

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