Due to vulnerabilities discovered in Zammad, the software at the foundation of Link, we have taken all helpdesks offline as a precautionary measure. We have made this difficult decision as there have been reports of this vulnerability being exploited in the wild.
At this time, we do not believe that sensitive data has been accessed inappropriately on the majority of helpdesks. We are investigating signs of compromise on a small number of helpdesks. Where your helpdesk has shown no sign of compromise, we believe there has been no data lost.
We do not believe this is a targetted attack on any helpdesk and we have seen many other organisations observing the same patterns.
We are working to upgrade all helpdesk instances to a newer version of Zammad that is not affected by this vulnerability. We plan to reactivate most helpdesks within the next 48 hours.
We will do this one-by-one and will be reaching out individually to you let you know when your helpdesk will be available. This process has already started.
Your helpdesk may have a new URL when it is restored, which had been planned as part of the migration of helpdesks from the Centre for Digital Resilience (CDR) to SR2. Agents will need to be made aware of the new URL which we will share with you when the helpdesk is restored.
We will provide updates as we work to resolve this issue. The next update is scheduled for 2026-10-08 17:00 UTC.