TOPdesk SaaS Status

Resolved: 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.

Investigating: We are continuing to investigate this issue.

Investigating: 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.

Resolved: As communicated earlier this afternoon, we will now close the major.

The disruptions that you have experienced today were caused by a dependency update of a library used in the mail import. This caused connections to Microsoft Exchange servers to fail. This was resolved by downgrading the version of the library. To prevent further issues, the problematic update will not be applied.

We apologize again for the inconvenience and thank you for your patience.

Monitoring: We are pleased to let you know that the cause of the issue has been identified. A fix was directly made and rolled out.

The imports should be working as normal again.  We will monitor this major for a few hours more. If the issue remains resolved, we will close the Major around 17.00 hrs CEST.

We apologize again for the inconvenience and thank you for your patience.

Investigating: We are currently experiencing disruptions with the mailimport . This is a problem we see on all our data centers. As result you may find that mail imports wil not work anymore. 

We are aware of the problem and are working on solving the problem.

Our apologies for the inconvenience. At the time of writing this we are not able to give you an estimate on when this issue is solved. 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 09 2081.