Outage in Gorgias
AI Agent not processing email tickets
Resolved MajorIncident Report
Summary AI Generated
Gorgias experienced a major incident where their AI Agent failed to automatically process incoming email tickets, leaving them open and unassigned instead of being triaged and handled automatically. The issue required manual intervention from agents to triage and assign the affected tickets during the outage. The incident was resolved after 12 minutes of investigation and remediation work.
We are investigating an issue where the AI Agent is not picking up incoming email tickets. Affected tickets are remaining open and unassigned rather than being automatically triaged and handled by the AI Agent. Our team is actively working to identify the root cause and restore normal automation. In the meantime, agents may need to manually triage and assign impacted tickets. We will post updates as we have more information.
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Latest Updates ( sorted recent to last )
RESOLVED
about 23 hours ago - at 03/26/2026 04:38PM
The problem has been fixed. AI Agent has resumed processing email tickets. The incident has been resolved.
IDENTIFIED
about 23 hours ago - at 03/26/2026 04:25PM
We have identified the problem and are continuing to work on a fix for this issue.
INVESTIGATING
about 23 hours ago - at 03/26/2026 04:00PM
We are investigating an issue where the AI Agent is not picking up incoming email tickets. Affected tickets are remaining open and unassigned rather than being automatically triaged and handled by the AI Agent. Our team is actively working to identify the root cause and restore normal automation. In the meantime, agents may need to manually triage and assign impacted tickets. We will post updates as we have more information.
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