Cloud Help Desk - Outbound email notifications not being sent

Following a period of stable monitoring, we have confirmed that the outbound email notification issue affecting the Spiceworks Cloud Help Desk (CHD) is fully resolved. All systems are operating normally, and we are officially moving this incident to "Resolved."

All email-dependent features are now functioning as expected, including:
• Ticket Notifications: End-users, admins, and technicians are receiving ticket update emails
• User Access: Passwordless User Portal login links (magic links) are working
• Onboarding: New admin and technician invitations are being sent successfully.
• Reporting: Email notifications for report completions are being delivered correctly.

We are now shifting our focus to a comprehensive review of the email service provider (ESP) disruption to ensure long-term stability and to prevent a recurrence.

We sincerely apologize for the disruption this incident caused to your workflows and deeply appreciate your patience and understanding throughout the resolution process. Thank you for your continued support.

Email services have been restored. Our engineering team is currently monitoring the situation closely to ensure continued stability across all systems as services return to normal.

We understand that you may have questions about the cause of this disruption. We are currently conducting a full review of the incident and will share more information once our investigation is complete.

Thank you for your patience while we worked to resolve this issue with our service provider.

Resolution in progress: Outbound email notification issue (external ESP issue)

We are continuing to work towards a resolution for the outbound email notification issue in the Spiceworks Cloud Help Desk (CHD).

The root cause has been identified within our external email service provider (ESP) rather than our internal systems. Because the issue is localized to the ESP, only outgoing email-related notifications are impacted, and the core CHD platform remains operational. We are working closely with our ESP to complete the restoration process, with the immediate priority of returning full email delivery functionality as quickly as possible.

What’s working
• The Cloud Help Desk is operational: The core ticketing system remains active and accessible.
-- Ticket submissions: End-users can still submit new tickets via email and through the User Portal. Please note that email authentication is affected; see the current limitations below.
-- Managing tickets: Admins and technicians can create, update, and resolve tickets within CHD.

Current limitations
-- Update notifications: Outbound email notifications are not being sent to end-users, admins, or technicians.
-- Passwordless User Portal logins: Passwordless logins for end-users to submit tickets via the User Portal are not working
-- Admin and technician invitations: New user invitations are not working. Workaround: Contact Spiceworks Support for assistance with onboarding new users (this does not apply to end-users).
-- Report notifications. Report completion email notifications are not being sent. Workaround: You can still use exports, but you will not receive an email when they’re ready. Simply refresh the page, and the download button will activate when the export is available.

We are finalizing the remaining steps with our ESP and believe a resolution is near. Another update will be provided shortly.

We sincerely apologize for the disruption this has caused your team’s workflow. We understand the critical importance of email notifications in maintaining effective communication with your end-users, and we truly appreciate your patience and continued support as we work to restore full functionality.

While the issue with our emails is still unsolved, we are making progress in reaching a resolution with our service provider. We will follow up with another update tomorrow.

We greatly appreciate your patience while we continue to work with our email provider to resolve this issue at the earliest. This remains a top priority for us and we will continue posting status updates here.

Our team is continuing work on the restoration of all email services (notifications, invites, and alerts).
Due to the complexity of the restoration process, we cannot provide an exact time for completion yet, but we are making steady progress. We are working closely with our email provider to finalize the necessary steps.
We apologize for the frustration this outage is causing your team this morning. We are fully dedicated to restoring full service as quickly as possible.

We are still actively working on getting this resolved at the earliest as our top priority.

We have identified the root cause of this issue and are actively working on getting the email functionality restored. We will update this status page as we make progress.

We are continuing to investigate this issue.

The development team is currently investigating this issue. The following emails are impacted
Ticket notifications
New user invites
Alert emails
User portal access via email link