Gorgias incident

Delay with processing Chat messages, AI agent answers and executing Flows

Critical Resolved View vendor source →

Gorgias experienced a critical incident on October 20, 2025 affecting us-east1-635c and AI Agent and 1 more component, lasting 4h 38m. The incident has been resolved; the full update timeline is below.

Started
Oct 20, 2025, 07:55 PM UTC
Resolved
Oct 21, 2025, 12:34 AM UTC
Duration
4h 38m
Detected by Pingoru
Oct 20, 2025, 07:55 PM UTC

Affected components

us-east1-635cAI Agentus-east4-65cdFlowsus-east1-2607Order Managementaus-southeast1-fcb9europe-west3-86c1us-central1-d8ffus-east4-5f09

Update timeline

  1. investigating Oct 20, 2025, 07:55 PM UTC

    We're investigating widespread issues on the Chat, AI agent and Flows services as well as issues answering messages from the Helpdesk.

  2. identified Oct 20, 2025, 09:50 PM UTC

    We identified an issue with a third party solution experiencing an outage and are working around it to restore services as soon as possible.

  3. monitoring Oct 21, 2025, 12:09 AM UTC

    We implemented workarounds to not rely on the impacted third party systems . We're catching up with any delays processing messages.

  4. monitoring Oct 21, 2025, 12:13 AM UTC

    We are continuing to monitor for any further issues.

  5. resolved Oct 21, 2025, 12:34 AM UTC

    This incident has been resolved.