Gorgias incident
Some customers may experience delayed ticket and order updates or missin...
Gorgias experienced a major incident on April 9, 2026 affecting us-east1-c94b, lasting 20h 24m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Apr 09, 2026, 12:19 PM UTC
Following today's migration, some customers (impact scope is 10%) may experience delayed ticket and order updates or missing data. We are currently investigating this issue.
- identified Apr 09, 2026, 03:53 PM UTC
We had an incident on Helpdesk today that impacted visibility of tickets and updates during a specific time period, for a subset of our customers in the US region. The system is currently operational. **What happened** Between 9:18 AM–12:15 PM UTC incoming tickets and messages were not saving properly. The issue is fixed and data recovery is actively underway. **What you might see** - Messages from that window may be temporarily missing or out of order. - Ticket threading issues — a reply showing up as a new standalone ticket. - Auto-close rules did not trigger for affected tickets, so some remain open. Helpdesk setting changes made during the window (rules, views) may not have saved. **Outbound messages** Outbound messages and replies sent during that window will not be visible in Gorgias. After recovery of messages, AI agent is not expected to retrigger on those messages. **When will it be fixed** - Initial tickets and updates will be restored over the next hour. Full resolution may require additional time. We will provide updates as they become available. - No action is required on your end right now. - Thank you for your patience as we resolve this. We’re focused on restoring complete data visibility and preventing this from happening again.
- monitoring Apr 09, 2026, 08:43 PM UTC
Update: We have completed initial recovery efforts of affected inbound tickets and interactions as of April 9th, 16:51 UTC. We are continuing to monitor for residual effects and will provide additional updates as they become available.
- resolved Apr 10, 2026, 08:44 AM UTC
This incident has been resolved. We’re sorry for the inconvenience. Outbound messages and replies sent between 9:18 AM–12:15 PM UTC on April 9th will not be visible in Gorgias. Systems are currently fully operational, and we're working on addressing the factors that lead to this incident.