Is Deskpro Down?

WhatsApp, Facebook and Instagram channels are working again. Messages are being sent and received normally. We are still working on the other areas affected by this incident and will post another update when we have more to share. --- [2026-11-12T20:56:59.496+00:00] (identified) Deskpro's built-in Google and Microsoft sign-in has been restored for Cloud helpdesks. Microsoft is currently reporting a service degradation (https://status.cloud.microsoft), so if Microsoft sign-in still fails, please check there first and then contact support. We are continuing to work on the remaining services. Billing, custom domain setup, voice setup, adding agents above your paid seats, on-premise licence renewals and new Cloud trials are still unavailable, and voice and AI features that use credits may still be affected. Some other services that rely on these systems may also be affected, including WhatsApp, Facebook and Messenger channels. Customer helpdesks remain up and working. --- [2026-11-12T17:28:10.974+00:00] (identified) We are continuing to work on restoring the affected services. Customer helpdesks remain up and working, both Cloud and on-premise. A fix for Deskpro's built-in Google and Microsoft sign-in is being deployed and tested. It is not live yet. This affects Cloud helpdesks only. Agents with a password can still sign in, and others can use "forgot password" if their helpdesk allows password login. Two clarifications to our earlier update: - Adding agents is only affected if it would take you above your current paid number of agents. You can still add agents within your existing seats. - The "Contact support" form in the on-premise admin interface is not working at the moment. Please email us or use support.deskpro.com instead. Everything else in our original post still applies. --- [2026-11-12T16:16:11.694+00:00] (identified) We are continuing to restore services one by one. Our first priority is Deskpro’s built-in Google and Microsoft sign-in: A fix is being reviewed and tested, but it is not live yet. Customer helpdesks remain up and working, and everything else in our original post still applies. We will post the next update by 17:30 GMT. --- [2026-11-12T15:34:43.387+00:00] (identified) We are continuing to work on restoring the affected services. Customer helpdesks remain up and working. Next update by 16:15 GMT. --- [2026-11-12T15:03:48.694+00:00] (identified) We are continuing to work on a fix for this issue. --- [2026-11-12T15:21:22.413+00:00] (identified) As a security precaution, we’ve temporarily taken some account, billing and licensing services offline. Helpdesks remain online for Cloud and on-premise customers. While these services are offline: - Signing in with Deskpro’s built-in Google or Microsoft sign-in is unavailable. Username/password and your own company SSO are not affected. - Voice and AI features within helpdesks may be limited while these services are offline - Billing, adding agents, custom domains and voice setup are unavailable. - On-premise licence renewals can’t be processed automatically. Contact support if your licence is due to expire. - New Cloud trials and sign-ups are paused. We’re restoring services in stages and will post updates here.

https://support.deskpro.com should now be accessible again. --- [2026-11-12T13:33:46.444+00:00] (monitoring) Changes have been made to reduce the cause and we're slowly bringing access back up. --- [2026-11-12T11:52:59.715+00:00] (investigating) We are currently experiencing an attempted Distributed Denial of Service (DDoS) on https://support.deskpro.com and working on mitigating the issue.

All Deskpro Cloud helpdesks remain online on the patched version. We are now working through some follow-on effects of yesterday's outage. Email: Email sent to Cloud helpdesks during the outage has been processed. If you think a message is still missing, please contact our support team with the address it was sent to and roughly when. Self-hosted: Patched releases are available (Deskpro 2026.4.17 and DPC 2.27.13) and we strongly recommend customers update as per guidance from the UKs National Cyber Security Centre, the USAs National Security Agency and the EUs Agency for Cyber Security. A release for ARM servers will follow, and we will email affected customers when it is ready. If you notice anything else unexpected, please contact us via support.deskpro.com. References: - https://www.ncsc.gov.uk/news/critical-security-issue-affecting-php - https://www.nsa.gov/Press-Room/Press-Releases-Statements/Press-Release-View/Article/4630238/nsa-advisory-critical-patches-recommended-for-php-vulnerabilities/ - https://www.enisa.europa.eu/news/joint-statement-on-critical-php-vulnerabilities --- [2026-10-22T01:20:17.534+01:00] (monitoring) All Deskpro Cloud helpdesks are now back online with the patched version, including those hosted in our US region. We will continue to monitor closely. If you notice anything unexpected with your helpdesk, please contact us via support.deskpro.com. --- [2026-10-22T01:10:17.889+01:00] (monitoring) The patched version has now been deployed to our US region and we are carrying out final checks before restoring access. Helpdesks in our EU and UK regions remain available. If your helpdesk is still showing this status page, it has not been restored yet; please bear with us. --- [2026-10-22T01:01:03.289+01:00] (monitoring) Helpdesks hosted in our UK region are now back online with the patched version, joining our EU region. We are now working on our US region and will restore access to the remaining Cloud customers once it has been completed and checked. We cannot yet give an exact restore time for the US region. If your helpdesk is still showing this status page, it has not been restored yet; please bear with us. --- [2026-10-22T00:10:48.860+01:00] (monitoring) We have started bringing Deskpro Cloud helpdesks back online with the patched version. Helpdesks hosted in our EU region are now available again. We are working through the remaining regions and will restore access to the rest of our Cloud customers as each one is completed and checked. If your helpdesk is still showing this status page, it has not been restored yet; please bear with us. --- [2026-10-21T22:54:54.385+01:00] (monitoring) Deployment of the patched versions of Deskpro to Cloud customers is under way. We are rolling out the changes across our Cloud infrastructure, and helpdesks will begin coming back online once the patched versions are deployed and checked. We cannot yet give an exact restore time. --- [2026-10-21T21:53:01.329+01:00] (monitoring) The patched versions for Deskpro have been built, tested and we are preparing to release. We are still seeing significant delays in the third-party software sources that is slowing us down from deploying but are continuing to work on this. Once we have successfully deployed the patches to Deskpro Cloud we will begin to return access to the helpdesks. --- [2026-10-21T20:30:15.098+01:00] (monitoring) The patched versions for Deskpro have been built, tested and are being prepared for release. We are still seeing significant delays in the third-party software sources that is slowing us down from deploying but are continuing to work on this. Deskpro Cloud will stay offline until the patched version has been deployed and checked. We cannot yet give a restore time. --- [2026-10-21T19:33:16.108+01:00] (monitoring) We are continuing to work on the patched version of Deskpro and have been able to make significant progress to being able to release. We are still seeing significant delays in the third-party software sources that is hampering us but continuing to monitor a progress where we can. Deskpro Cloud will stay offline until the patched version has been deployed and checked. We cannot yet give a restore time. --- [2026-10-21T18:34:30.741+01:00] (monitoring) We are continuing to work on the patched version of Deskpro. We are seeing significant delays in the third-party software sources that we and many other software providers around the world depend on for PHP’s fixes and that allow us to ship changes safely. Deskpro Cloud will stay offline until the patched version has been deployed and checked. We cannot yet give a restore time. --- [2026-10-21T17:39:19.276+01:00] (monitoring) We are still working on the patched version of Deskpro. Progress is slower than we expected due to delays in the third-party software sources that we and many other software providers around the world depend on for PHP’s fixes. Deskpro Cloud will stay offline until the patched version has been deployed and checked. We cannot yet give a restore time. --- [2026-10-21T16:50:44.048+01:00] (monitoring) We are continuing to prepare and test a patched version of Deskpro using the fixes released by PHP. Deskpro Cloud will stay offline until the patched version has been deployed and checked, as of yet, we cannot give a restore time. Email sent to Cloud helpdesks during the outage is still being received and will be processed once service is restored. support.deskpro.com remains offline; please email support@deskpro.com. Self-hosted: We will email customers when a patched release is available. Until then, please follow the guidance in our earlier email today. --- [2026-10-21T16:04:16.355+01:00] (monitoring) PHP has published fixes for two critical vulnerabilities, CVE-2026-109618 and CVE-2026-109619 (https://www.php.net/archive/2026.php). Following UK NCSC guidance (https://www.ncsc.gov.uk/news/critical-security-issue-affecting-php), Deskpro Cloud remains offline as a precaution. We are building and testing patched versions now. Cloud sites will return once the patched version is deployed and checked. We cannot yet give a restore time. Email sent to Cloud helpdesks during the outage is still being received and will be processed once service is restored. Support: support.deskpro.com is offline. Please email support@deskpro.com where we are monitoring incoming correspondance. Self-hosted: We will email customers when a patched release is available. Until then, please follow the guidance in our earlier email today. --- [2026-10-21T15:00:09.131+01:00] (monitoring) Correction: PHP has released fixes for the two critical vulnerabilities, CVE-2026-109618 and CVE-2026-109619. Their security advisory is here: https://www.php.net/archive/2026.php#2026-10-21-5 We are waiting for the official PHP docker images in order for us to build and test updated versions of Deskpro with the patched PHP. Deskpro Cloud will stay offline until the fix is in place, and we will bring services back as soon as it is safe to do so. Our next update will be by 17:00 BST. --- [2026-10-21T13:28:24.881+01:00] (monitoring) Deskpro Cloud is being taken offline temporarily as a precaution, in line with guidance from the UK National Cyber Security Centre  (NCSC). https://www.ncsc.gov.uk/news/critical-security-issue-affecting-php --- [2026-10-21T10:58:25.878+01:00] (monitoring) Additional web application firewall rules are now active on Deskpro Cloud. Our network provider released them in response to these reports, and we are confirming they work as expected. PHP's security release is still scheduled for 14:00 UTC (15:00 BST) today. Once it is out, we will build, test and roll out an updated Deskpro Cloud release. This will take several hours, and we will post here when the rollout starts. If you host Deskpro yourself (DPC), we will share guidance once PHP's fix is available. --- [2026-10-21T09:51:23.932+01:00] (monitoring) We are aware of two security vulnerabilities in PHP, the programming language Deskpro is built on: CVE-2026-109618 and CVE-2026-109619. PHP has scheduled a security release for 14:00 UTC (15:00 BST) today, 21 October, which is expected to fix them. - We are preparing to apply PHP's fix to Deskpro Cloud as soon as it is released. - If you host Deskpro yourself, we will share guidance on updating once PHP's fix is available. If you have any questions, please contact our support team.