On July 11, 2025, some customers experienced disruptions affecting their TOPdesk environments hosted in our EU1 location. Between approximately 10:00 AM and 1:00 PM (CEST), customers reported slow performance, inability to create tickets, issues downloading files, and in some cases, complete inaccessibility of their environments. Our SaaS team immediately began investigating and engaged with our cloud hosting partner, Microsoft Azure, to resolve the problem. All affected environments were fully restored and accessible again by 12:40 PM.
Together with Microsoft Azure, we carried out a thorough investigation into the cause of the disruption. Unfortunately, neither our internal teams nor Microsoft’s specialists were able to identify a definitive root cause for the incident. No underlying issues were detected in the relevant systems or network infrastructure at the time of the disruption.
We understand the importance of a stable and reliable TOPdesk environment for your organization, and we appreciate your patience as we worked to resolve the issue. Please rest assured that we are carefully monitoring our systems and continuing to work closely with our partners to help prevent similar incidents in the future. If you have any questions or concerns, our support team is available to assist you.