Outage in Gorgias
Issues with Rule Execution and delivery of messages on europe-west4-e7f4
Resolved MinorIncident Report
Summary AI Generated
Gorgias experienced a 2.1-hour disruption in their europe-west4-e7f4 cluster caused by a frozen asynchronous message broker, which prevented outbound customer messages from being delivered, blocked rule execution, and disrupted data synchronization across integrations including messaging channels like Gmail. The engineering team identified the root cause as the frozen message broker blocking incoming traffic processing and ticket pipeline actions, then unblocked the processing queues and executed data recovery protocols to fully restore service.
We are currently investigating a disruption affecting our ticketing workflow. This issue is causing delays in the ticket pipeline for the "europe-west4-e7f4" cluster and is preventing outbound customer messages from being delivered, and rules from being executed for some users.
Our engineering team is actively investigating and monitoring the system.
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Latest Updates ( sorted recent to last )
RESOLVED
8 days ago - at 03/17/2026 02:37PM
We can now confirm that everything is working as expected now and executed necessary data recovery protocols. Users should not be facing any further issues to this end.
MONITORING
8 days ago - at 03/17/2026 01:48PM
We can confirm that our systems are now running as expected. Our team is continuing to monitor the issue and also analyzing any eventual loss to initiate the appropriate recovery protocols.
IDENTIFIED
8 days ago - at 03/17/2026 01:35PM
Our team was able to identify the issue as being associated to the freezing our asynchronous message broker that was leading to us being unable to process any incoming traffic from our integrations as well as execute actions on the ticket pipeline.
We've now unblocked the processing of the queues and are actively monitoring the progress of the recovery.
INVESTIGATING
8 days ago - at 03/17/2026 01:01PM
We're continuing to investigate the issue and can confirm that the impact also extends towards the synchronisation of data across our integrations (including messaging channels such as gmail).
We apologize for the inconvenience caused and are actively looking towards resolving the behavior.
INVESTIGATING
8 days ago - at 03/17/2026 12:31PM
We are currently investigating a disruption affecting our ticketing workflow. This issue is causing delays in the ticket pipeline for the "europe-west4-e7f4" cluster and is preventing outbound customer messages from being delivered, and rules from being executed for some users.
Our engineering team is actively investigating and monitoring the system.
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