Partial Email Ingestion Outage for Forwarding via Sendgrid

The incident has been fully resolved.

Customer impact:
New incoming emails via forwarding have been consistently ingested since the fix was deployed.
Our team has completed the replay of previously affected emails, and all missed messages are now available in Gorgias.

No further action is required from you. Thank you for your patience while we worked to restore full functionality.

A fix has been deployed, and new emails are now being ingested correctly.

Customer impact:
New incoming emails via forwarding are delivered as expected.
Our team will replay the previously affected emails to ensure they are ingested into Gorgias. This process is about to begin and may take some time to complete.

We are actively monitoring both the fix and the replay. Another update will be shared once all affected emails have been successfully restored.

Status Update: Identified
We have identified an issue affecting some customers using email forwarding via Sendgrid.

Impact:
Certain emails are not being ingested into Gorgias.
Emails with attachments may also fail to ingest.

How to check if you are affected:
Go to Settings → Emails.
Click on any email address configured with forwarding.
In the email details, locate the domain verification table.
If the values contain “sendgrid”, your account is affected.

Our engineering team is actively working on a mitigation. We will provide updates as soon as more information becomes available.