RESOLVED: Email Delivery Delays – UK2 Datacenter

Incident Report for TOPdesk SaaS Status page

Postmortem

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.

Posted Oct 13, 2025 - 12:38 CEST

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.

Posted Sep 12, 2025 - 15:32 CEST

Update

We are continuing to investigate this issue.

Posted Sep 11, 2025 - 11:32 CEST

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.

Posted Sep 11, 2025 - 11:31 CEST

This incident affected: UK2 SaaS hosting location.