All Systems Operational
Agent Desktop Operational
Case Filters Operational
Case Search Operational
Classic Agent Operational
Next Generation Agent Operational
Support Centers Operational
Search Operational
Private Portal Operational
Contact Forms Operational
Article Images Operational
Admin Panel Operational
API Operational
Case Channels Operational
Email Operational
Q&A Operational
Chat Operational
Phone Operational
Twitter Operational
Facebook Operational
Business Insights Operational
Dashboard Operational
Overview Report Operational
Groups Report Operational
Agents Report Operational
Labels Report Operational
Custom Fields Report Operational
Macros Report Operational
Segmentation Report Operational
Companies Report Operational
Content Report Operational
Desk Connect Operational
Background Services Operational
Bulk Updates Operational
Case Exports Operational
App Integrations ? Operational
Webhooks Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Past Incidents
May 22, 2017
Resolved - Data syncing and processing between Desk and Salesforce is now completely caught up. Many thanks for your patience while we investigated this.
May 22, 15:55 PDT
Update - The delay in data syncing between Desk and Salesforce should be caught up shortly with data processing back to normal in approximately 30 minutes. We will provide a further update when everything is completely caught up.
May 22, 15:37 PDT
Monitoring - The delay in data syncing between Desk and Salesforce has lessened and the queues are now processing data faster. We are continuing to monitor the situation carefully and will provide further updates.
May 22, 15:01 PDT
Investigating - We are currently seeing delays with data syncing from Desk to Salesforce only. Our Engineering team are investigating this as a high priority and we'll continue to provide updates here. Many thanks for your patience.
May 22, 14:14 PDT
Completed - The scheduled maintenance has been completed.
May 22, 12:19 PDT
Update - Processing background jobs, case exports, and bulk updates is continuing to take place at a slower rate this morning during peak hours.
May 21, 07:45 PDT
Update - Scheduled maintenance is progressing smoothly. We will provide another update shortly.
May 20, 23:50 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
May 10, 07:30 PDT
Scheduled - Our Engineering team will be processing background jobs, case exports and bulk updates at a slower rate during peak morning hours (typically 7:30 am Pacific time to 11 am Pacific time) for the next few days. These times may vary, and start earlier, if we determine there are performance issues and it is needed. This is essential to help ensure the stability and performance of the remainder of the Desk system. Our Engineering team is working around the clock to address database performance which has caused some interruptions in the system. This measure is temporary and we will update this page as we put more updates in place to mitigate system interruptions. In the meantime we recommend running bulk updates and case exports later in the day (Pacific time) when there should be less impact. Many thanks for your patience.
May 9, 21:03 PDT
May 21, 2017
Completed - Scheduled maintenance is now completed. Apologies this took slightly longer than expected as we verified all systems are operational. Thank you.
May 21, 01:07 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
May 20, 23:00 PDT
Update - The scheduled maintenance has been postponed until Saturday, May 20th at 11:00 PM Pacific. The maintenance will start at 11.00 PM PT and is expected to be complete by 12.30 AM PT. During this time there may be intermittent access to Desk services. Thank you for your patience
May 12, 14:04 PDT
Scheduled - We will be conducting necessary database maintenance this Saturday May 13th.. The maintenance will start at 11.00 PM PDT and is expected to be complete by 12.30 AM PDT. During this time there may be intermittent access to Desk services. Thank you for your patience
May 9, 20:41 PDT
May 19, 2017

No incidents reported.

May 18, 2017

No incidents reported.

May 17, 2017

No incidents reported.

May 16, 2017

No incidents reported.

May 15, 2017

No incidents reported.

May 14, 2017

No incidents reported.

May 13, 2017

No incidents reported.

May 12, 2017
Resolved - After investigation we have determined that Facebook’s API no longer seems to recognize a `since` parameter we use in our API call to prevent the duplication of cases. The issue was a result of a change to Facebook’s API back in 2015 followed by a subsequent change recently which impacted the parameter and the prior API change. As a result some older messages predating March 2015 were incorrectly shown as new direct messages in Facebook's API and brought over to Desk when we made our API call. Now these old messages have been pulled into Desk you should not see further duplication. We have reported this issue to their API team and will continue to follow up with them for a solution.

In the meantime, it's safe to Resolve or Delete those older cases. We also recommend applying a label to them, for the purpose of excluding those Cases from your Reporting metrics.

We will work with Facebook's API team to ensure this does not happen again in the future. Many thanks for your patience while we investigated this.
May 12, 16:00 PDT
Update - We are still investigating old Facebook cases coming into Desk. We will provide another update as soon as we have more information. Thank you so much for your patience while we work on this issue.
May 12, 15:05 PDT
Update - We are continuing to investigate old Facebook cases coming into Desk. Thank you for your continued patience.
May 12, 13:39 PDT
Investigating - We are currently investigating old Facebook cases suddenly appearing in Desk. We will post an update as soon as we have more information.
May 12, 12:37 PDT
Resolved - All data has now caught up and is processing at normal intervals.
May 12, 07:49 PDT
Identified - The processing of data into Business Insights is delayed due to some stalled background jobs that began stalling at approximately 10 pm PST last evening.

They are running and processing now, but this will result in delays in Business Insights showing your metrics and data from 10 pm PST last night through today.

We expect this data to take several hours to catch up, but do not expect any data loss at all.
May 11, 08:49 PDT
May 9, 2017
Completed - Scheduled maintenance for today has been completed. Scheduled maintenance will continue tomorrow morning.
May 9, 13:10 PDT
In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.
May 9, 07:30 PDT
Scheduled - Our Engineering team will be processing case exports and bulk updates at a slower rate during peak morning hours (7:30 am Pacific time to 11 am Pacific time) for the next few days. This is essential to help ensure the stability and performance of the remainder of the Desk system. Our Engineering team is working around the clock to address database performance which has caused some interruptions in the system. This measure is temporary and we will update this page as we put more updates in place to mitigate system interruptions. In the meantime we recommend running bulk updates and case exports later in the day (Pacific time) when there should be less impact. Many thanks for your patience.
May 8, 20:38 PDT
May 8, 2017
Resolved - This issue has been resolved.
May 8, 12:59 PDT
Monitoring - We have put a fix in place on our side to resolve the issues. We will continue to monitor on our side. Thank you for your patience.
May 8, 12:45 PDT
Identified - Our team has identified the issue and is working to put a fix in place. Thank you for your continued patience.
May 8, 12:30 PDT
Update - We are continuing to investigate reports of Case Filters and Cases not updating as expected. Many thanks for your patience while we continue to look into this issue.
May 8, 11:44 PDT
Investigating - We are currently investigating reports of Case Filters and Cases not updating as expected. This may affect, but is not limited to:

Updates to Cases.
Case Merging.
Filters not updating properly.
Delayed Case Exports.
Delayed Chat Cases.
CTI integrations (TalkDesk, 8x8, etc.) not properly creating Cases when calls come in.
Changes to Cases appearing to not take effect immediately (including case replies).
May 8, 11:12 PDT