# Gorgias: Major incident: AI Agent not processing email tickets

**Summary:** Gorgias reported a major AI Agent outage from 2026-03-26 16:00 UTC to 2026-03-26 16:38 UTC, lasting 38 min. Incoming email tickets remained open and unassigned, requiring agents to manually triage and assign affected tickets. Gorgias confirmed the problem was fixed and AI Agent resumed processing email tickets. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2026-03-26 16:00 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/yj40vf28ljjg](https://stspg.io/yj40vf28ljjg)
- [Company: Gorgias](https://rewindex.com/company/gorgias.md)
- Versions: before (none: first archived) → after incident\_version:329/wnfgsy8p9ddb@b62b992e5954
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ AI Agent not processing email tickets
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-03-26 16:00 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-03-26 16:38 UTC
```

**6. Added: Affected components**

```diff
+ AI Agent, Automate - AI Agent
```

**7. Added: Update** (investigating) · 2026-03-26 16:00 UTC

```diff
+ 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.
```

**8. Added: Update** (identified) · 2026-03-26 16:25 UTC

```diff
+ We have identified the problem and are continuing to work on a fix for this issue.
```

**9. Added: Update** (resolved) · 2026-03-26 16:38 UTC

```diff
+ The problem has been fixed. AI Agent has resumed processing email tickets. The incident has been resolved.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-03-26 16:00 UTC | Major incident: AI Agent not processing email tickets (this change) | outage |

All Gorgias changes: [timeline](https://rewindex.com/company/gorgias/changes.md)
_Diff excerpts are shown on normalized text: dates, counters and tokens appear as ‹date›, ‹count›, ‹tok›; noise-only edits are hidden. Rewindex shows the changed passages, not a copy of the page._


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Canonical: https://rewindex.com/change/i1eee72afdf78b8 · Markdown: https://rewindex.com/change/i1eee72afdf78b8.md · JSON: https://rewindex.com/api/v1/changes/i1eee72afdf78b8 · Generated 2026-10-18T03:33:47.139Z