Alhena AI incident
Gorgias Email tickets not getting processed by Alhena AI
Resolved after 5 hours 3 minutes, affecting section-243971 (AI Message Processing - US), on December 4, 2025.
When Gorgias email tickets are assigned to Alhena AI, we’ve received reports that those tickets are being handed off to humans and not processed by the AI. Impact - Limited to Emails coming from Gorgias. No impact to any other channels.
Affected components
Update timeline
- investigating Dec 04, 2025, 11:23 AM UTC
When Gorgias email tickets are assigned to Alhena AI, we’ve received reports that those tickets are being handed off to humans and not processed by the AI. Impact - Limited to Emails coming from Gorgias. No impact to any other channels.
- resolved Dec 04, 2025, 04:26 PM UTC
It was due to a code bug and issue was resolved after the fix was deployed
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