tag:status.helpdesk.com,2005:/historyHelpDesk Status - Incident History2024-03-29T08:52:10+01:00HelpDesktag:status.helpdesk.com,2005:Incident/200982792024-02-28T16:18:15+01:002024-02-28T16:18:16+01:00Issue with rating links<p><small>Feb <var data-var='date'>28</var>, <var data-var='time'>16:18</var> CET</small><br><strong>Resolved</strong> - For approximately 24 hours, we experienced a link failure that prevented us from collecting ticket ratings. Currently, this issue has been resolved, and links are working correctly.</p>tag:status.helpdesk.com,2005:Incident/194013262023-12-11T16:41:57+01:002023-12-11T16:41:58+01:00Issues with processing ticket counters<p><small>Dec <var data-var='date'>11</var>, <var data-var='time'>16:41</var> CET</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Dec <var data-var='date'>11</var>, <var data-var='time'>15:20</var> CET</small><br><strong>Monitoring</strong> - A fix has been implemented and we are monitoring the results.</p><p><small>Dec <var data-var='date'>11</var>, <var data-var='time'>15:03</var> CET</small><br><strong>Identified</strong> - The issue has been identified and a fix is being implemented.</p><p><small>Dec <var data-var='date'>11</var>, <var data-var='time'>14:54</var> CET</small><br><strong>Investigating</strong> - We are currently investigating the issue. Some of the tickets may not be visible in specific segments.</p>tag:status.helpdesk.com,2005:Incident/177791552023-07-04T09:00:00+02:002023-07-06T12:37:18+02:00Issues with priority changes<p><small>Jul <var data-var='date'> 4</var>, <var data-var='time'>09:00</var> CEST</small><br><strong>Resolved</strong> - We noticed an issue when using the ticket search feature, causing the priority of some tickets to change to “Urgent.” We were able to resolve the issue completely, but the affected tickets retained the “Urgent” priority. You may be required to change the previous priority manually.</p>tag:status.helpdesk.com,2005:Incident/164724372023-03-13T12:37:33+01:002023-03-13T12:37:33+01:00Issues with accessing application<p><small>Mar <var data-var='date'>13</var>, <var data-var='time'>12:37</var> CET</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Mar <var data-var='date'>13</var>, <var data-var='time'>10:57</var> CET</small><br><strong>Monitoring</strong> - A fix has been implemented and we are monitoring the results.</p><p><small>Mar <var data-var='date'>13</var>, <var data-var='time'>10:19</var> CET</small><br><strong>Identified</strong> - The issue has been identified and a fix is being implemented.</p><p><small>Mar <var data-var='date'>13</var>, <var data-var='time'>10:18</var> CET</small><br><strong>Investigating</strong> - We are currently investigating the issue</p>tag:status.helpdesk.com,2005:Incident/160540802023-02-06T18:00:00+01:002023-02-07T15:38:00+01:00Issues with messages delivery<p><small>Feb <var data-var='date'> 6</var>, <var data-var='time'>18:00</var> CET</small><br><strong>Resolved</strong> - We noticed some issues with messages delivery; after investigation, we've seen an abnormal messaging queue. We were able to resolve the issue completely</p>tag:status.helpdesk.com,2005:Incident/98347182022-04-22T16:55:53+02:002022-04-22T16:55:54+02:00Unavailability of the HelpDesk Agent Application<p><small>Apr <var data-var='date'>22</var>, <var data-var='time'>16:55</var> CEST</small><br><strong>Resolved</strong> - This incident has been resolved</p><p><small>Apr <var data-var='date'>22</var>, <var data-var='time'>16:20</var> CEST</small><br><strong>Monitoring</strong> - Fix has been implemented and the situation is stabilising. We'll keep monitoring the performance</p><p><small>Apr <var data-var='date'>22</var>, <var data-var='time'>16:16</var> CEST</small><br><strong>Identified</strong> - The issue has been identified, we're applying mitigations at the moment</p><p><small>Apr <var data-var='date'>22</var>, <var data-var='time'>15:27</var> CEST</small><br><strong>Investigating</strong> - We're aware of the issue and our Admins are currently investigating</p>tag:status.helpdesk.com,2005:Incident/77484452021-08-12T22:00:18+02:002021-08-12T22:00:18+02:00HelpDesk unavailability<p><small>Aug <var data-var='date'>12</var>, <var data-var='time'>22:00</var> CEST</small><br><strong>Resolved</strong> - This incident has been resolved</p><p><small>Aug <var data-var='date'>12</var>, <var data-var='time'>21:32</var> CEST</small><br><strong>Monitoring</strong> - The issue has been resolved, we'll continue monitoring the situation</p><p><small>Aug <var data-var='date'>12</var>, <var data-var='time'>18:34</var> CEST</small><br><strong>Investigating</strong> - We are currently investigating this issue.</p>tag:status.helpdesk.com,2005:Incident/75771982021-07-22T19:15:11+02:002021-07-22T19:15:13+02:00Impaired access to HelpDesk application<p><small>Jul <var data-var='date'>22</var>, <var data-var='time'>19:15</var> CEST</small><br><strong>Resolved</strong> - This incident has been mitigated. HelpDesk services are back fully operational</p><p><small>Jul <var data-var='date'>22</var>, <var data-var='time'>18:44</var> CEST</small><br><strong>Update</strong> - We are continuing to monitor for any further issues.</p><p><small>Jul <var data-var='date'>22</var>, <var data-var='time'>18:44</var> CEST</small><br><strong>Monitoring</strong> - Service is back operational, we will actively monitor the issue.</p><p><small>Jul <var data-var='date'>22</var>, <var data-var='time'>18:11</var> CEST</small><br><strong>Identified</strong> - The issue has been identified as an outage of one of our sub-processors responsible for our CDNs, Akamai. <br /><br />Our Admins are working on bringing back the full functionality of our services as soon as possible</p><p><small>Jul <var data-var='date'>22</var>, <var data-var='time'>17:50</var> CEST</small><br><strong>Investigating</strong> - We are currently investigating the issue</p>tag:status.helpdesk.com,2005:Incident/71087582021-05-30T17:00:34+02:002021-05-30T17:00:34+02:00HelpDesk users database maintenance<p><small>May <var data-var='date'>30</var>, <var data-var='time'>17:00</var> CEST</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>May <var data-var='date'>30</var>, <var data-var='time'>09:01</var> CEST</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>May <var data-var='date'>28</var>, <var data-var='time'>14:00</var> CEST</small><br><strong>Scheduled</strong> - We are migrating HelpDesk users' accounts to a new database.<br />– The whole process will take from six to eight hours,<br />– At some point, you will be logged out for a short moment,<br />– Adding and removing users accounts will be disabled,<br />– Changing roles within user accounts will be disabled,<br />– You will be redirected to a new login space at https://accounts.livechat.com/<br /><br />Make sure your account is verified prior to the migration, otherwise, we will not be able to migrate it. The easiest way to verify your account is to reset your password.<br /><br />In other cases, not listed above, the app will remain fully functional.</p>tag:status.helpdesk.com,2005:Incident/70459732021-05-20T09:51:36+02:002021-05-20T09:51:37+02:00Application login issue<p><small>May <var data-var='date'>20</var>, <var data-var='time'>09:51</var> CEST</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>May <var data-var='date'>20</var>, <var data-var='time'>09:39</var> CEST</small><br><strong>Monitoring</strong> - A fix has been implemented and we are monitoring the results.</p><p><small>May <var data-var='date'>20</var>, <var data-var='time'>09:31</var> CEST</small><br><strong>Identified</strong> - The issue has been identified and a fix is being implemented.</p>tag:status.helpdesk.com,2005:Incident/67140312021-04-10T21:30:30+02:002021-04-10T21:30:31+02:00Scheduled maintenance<p><small>Apr <var data-var='date'>10</var>, <var data-var='time'>21:30</var> CEST</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Apr <var data-var='date'>10</var>, <var data-var='time'>21:01</var> CEST</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Apr <var data-var='date'> 9</var>, <var data-var='time'>15:55</var> CEST</small><br><strong>Scheduled</strong> - We will be undergoing a scheduled maintenance to upgrade the application infrastructure services. The application itself may not be available for a short while at that time. We will be posting all updates here.</p>tag:status.helpdesk.com,2005:Incident/62750752021-03-14T07:00:30+01:002021-03-14T07:00:31+01:00HelpDesk services maintenance<p><small>Mar <var data-var='date'>14</var>, <var data-var='time'>07:00</var> CET</small><br><strong>Completed</strong> - The scheduled maintenance has been completed.</p><p><small>Mar <var data-var='date'>14</var>, <var data-var='time'>06:00</var> CET</small><br><strong>In progress</strong> - Scheduled maintenance is currently in progress. We will provide updates as necessary.</p><p><small>Feb <var data-var='date'>15</var>, <var data-var='time'>16:35</var> CET</small><br><strong>Scheduled</strong> - HelpDesk application will undergo a service upgrade maintenance. The application (https://app.helpdesk.com) will be unavailable for all customers. The service will resume immediately and emails sent by end-users at that time will sync with HelpDesk accounts after the maintenance ends. We will post all updates here.</p>tag:status.helpdesk.com,2005:Incident/64364562021-03-02T20:17:55+01:002021-03-02T20:17:55+01:00Issue with accessing application<p><small>Mar <var data-var='date'> 2</var>, <var data-var='time'>20:17</var> CET</small><br><strong>Resolved</strong> - This incident has been resolved.</p><p><small>Mar <var data-var='date'> 2</var>, <var data-var='time'>19:35</var> CET</small><br><strong>Monitoring</strong> - A fix has been implemented and we are monitoring the results.</p><p><small>Mar <var data-var='date'> 2</var>, <var data-var='time'>18:15</var> CET</small><br><strong>Identified</strong> - The issue has been identified and a fix is being implemented.</p><p><small>Mar <var data-var='date'> 2</var>, <var data-var='time'>17:40</var> CET</small><br><strong>Monitoring</strong> - The issue was identified and the fix was implemented - most of the problems should be resolved. We are monitoring the situation and working to resolving it completely.</p><p><small>Mar <var data-var='date'> 2</var>, <var data-var='time'>16:21</var> CET</small><br><strong>Investigating</strong> - We are currently investigating this issue.</p>