Outage in Gorgias
Some customers may experience delayed ticket and order updates or missing data
Resolved MajorIncident Report
Summary AI Generated
A migration issue at Gorgias caused 10% of customers to experience delayed ticket and order updates, missing data, and problems with message visibility between 9:18 AM–12:15 PM UTC on April 9th. The incident affected the web app, mobile apps, and REST API, with customers experiencing missing messages, ticket threading issues, and outbound messages not appearing in Gorgias. The issue was resolved after 20.4 hours with data recovery completed, though outbound messages sent during the affected window remained permanently invisible in the system.
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.
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Latest Updates ( sorted recent to last )
RESOLVED
6 days ago - at 04/10/2026 08:44AM
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.
MONITORING
7 days ago - at 04/09/2026 08:43PM
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.
IDENTIFIED
7 days ago - at 04/09/2026 03:53PM
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.
INVESTIGATING
7 days ago - at 04/09/2026 12:19PM
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.
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