Outage in Gorgias
AI Agent actions failing: Cloudflare rule blocking Workflows API calls to Helpdesk API
Resolved MajorIncident Report
Summary AI Generated
Gorgias AI Agent Actions failed for approximately 3.8 hours starting at 19:21 UTC on November 2, 2026, due to a Cloudflare rule blocking Workflows API calls to the Helpdesk API. Affected actions included order cancellations, return links, subscription changes, and customer lookups, causing the AI Agent to hand tickets off to human teams instead. A fix was implemented and the incident was fully resolved by 00:34 UTC.
We’ve identified an issue causing some AI Agent Actions to fail, starting at 19:21 UTC.
Actions that read or update information in your helpdesk, such as order cancellations, return links, subscription changes and customer lookups, may not complete.
In those cases the AI Agent may hand the ticket over to your team. Other AI Agent features keep working normally.
Our team has identified the cause and is working on a fix. We’ll share an update within 2 hours.
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Latest Updates ( sorted recent to last )
RESOLVED
9 days ago - at 11/03/2026 12:34AM
This incident has been resolved.
MONITORING
9 days ago - at 11/03/2026 12:32AM
A fix has been implemented and we are monitoring the results.
INVESTIGATING
9 days ago - at 11/02/2026 08:51PM
We’ve identified an issue causing some AI Agent Actions to fail, starting at 19:21 UTC.
Actions that read or update information in your helpdesk, such as order cancellations, return links, subscription changes and customer lookups, may not complete.
In those cases the AI Agent may hand the ticket over to your team. Other AI Agent features keep working normally.
Our team has identified the cause and is working on a fix. We’ll share an update within 2 hours.
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