Gorgias Outage History

The europe-west1-c511 cluster experienced a partial outage that affected Gorgias Mobile Apps and Web App for 45 minutes. The incident was classified as major and required ongoing engineering work to resolve. The issue was successfully fixed and resolved.

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.

Gorgias experienced a major incident affecting Europe-hosted Helpdesks on servers europe-west3-86c1 and europe-west4-e7f4, where live updates failed to appear in the user interface. The issue lasted 43 minutes and has been resolved, with no data loss occurring as the problem only affected UI refresh functionality.

Gorgias experienced a major incident where customer search results in the Helpdesk were not displaying up-to-date information, causing recently created or updated customer records to not appear correctly in search results. The issue lasted 5.9 hours and was caused by a specific payload that was blocking the search index update. The problem was resolved by identifying and addressing the blocking payload, restoring normal search functionality.

Gorgias experienced an issue where automation rules were not triggering properly, affecting automated workflows and processes. The incident lasted 3.7 hours before a fix was implemented and deployed. The service was restored to normal operation with continued monitoring to ensure stability.

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.

Gorgias experienced a major incident affecting AI Agent and Automation analytics, causing delayed reporting and data visibility issues. The service disruption lasted approximately 3.5 hours while the team investigated the underlying cause. The incident was successfully resolved with analytics functionality restored to normal operation.

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.

Gorgias experienced a 3.9-hour outage where Outlook email integrations became disconnected, preventing users from accessing their email workflows through the platform. The engineering team identified and resolved the root cause, automatically restoring 97% of affected integrations and importing missed messages, while the remaining 3% required manual reconnection due to expired credentials. Users were provided with forwarding email integration as an alternative solution during the disruption.

Gorgias experienced a service disruption where the live chat application became unavailable for most shoppers for 34 minutes. The incident affected the Live Chat component, preventing customers from accessing chat functionality. The team resolved the issue and restored normal chat operations, with continued monitoring to ensure stability.