Gorgias Outage History

Gorgias experienced a major outage lasting 7.1 hours due to a network issue caused by unplanned updates from their cloud provider, resulting in network instability. The incident affected the REST API, web app, and mobile apps, with users encountering 502 bad gateway errors when trying to access their helpdesk. The issue was mitigated by restoring traffic and validating core functionality, with continued monitoring to ensure stability.

Gorgias experienced a major analytics data processing issue that caused delayed analytics for some users and resulted in bad gateway 502 errors. The incident lasted 1.1 hours, during which users encountered service disruptions when trying to access analytics features. The issue was identified, fixed, and fully resolved after a brief monitoring period.

Gorgias experienced delays in message processing and automated actions due to an internal infrastructure component issue. The service disruption lasted 50 minutes, affecting the platform's ability to process messages and execute automated workflows in a timely manner. The team identified the root cause, implemented a fix, and fully resolved the incident after monitoring the results.

Gorgias experienced degraded performance with their AI Agent service for 1.9 hours. A fix was implemented and monitored before the incident was fully resolved. The service has returned to normal operation.

Gorgias experienced a delay in processing Knowledge Hub statistics, causing the "Impact" and "Recent tickets" sections to display outdated results for guidance articles, help center content, and snippets. The issue affected multiple components including the web app and several regional instances across us-east1 and us-east4. The incident was resolved after 1.8 hours with no data loss and all statistics restored to current status.

Gorgias experienced a degradation in their AI Agent's knowledge base functionality, preventing it from properly fetching and searching content to provide accurate responses. The incident affected the AI Agent's ability to retrieve relevant articles for customer support interactions. The issue was resolved after 1.2 hours of service disruption.