# Gorgias: Major incident: Message processing has been restored across all affected services

**Summary:** Gorgias reported a major degradation delaying incoming messages, channel routing and ecommerce events, caused by an internal messaging broker failure on us-east1-635c. The incident started at 2026-04-17 07:07 UTC and was resolved at 2026-04-17 11:15 UTC, lasting 4 h 8 min; channel queues cleared and ecommerce processing returned to nominal throughput before resolution. _(machine-written, sol)_
- Kind: Major incident · Label: degradation (model (Jev))
- Changed: 2026-04-17 07:07 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/qkjjf98lq14m](https://stspg.io/qkjjf98lq14m)
- [Company: Gorgias](https://rewindex.com/company/gorgias.md)
- Versions: before (none: first archived) → after incident\_version:329/3kdfygssp9vd@cecda272baa8
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Message processing has been restored across all affected services
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-04-17 07:07 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-04-17 11:15 UTC
```

**6. Added: Affected components**

```diff
+ Helpdesk Clusters - us-east1-635c, Helpdesk Clusters - us-east4-65cd, us-east1-635c
```

**7. Added: Update** (investigating) · 2026-04-17 07:07 UTC

```diff
+ New messages are not processed in real time; delayed message routing for channel and ecommerce integrations We are currently investigating this issue.
```

**8. Added: Update** (investigating) · 2026-04-17 07:45 UTC

```diff
+ Since 07:02 CEST, customers on cluster us-east1-635c are experiencing delays in incoming messages and ecommerce events not appearing in real-time. This is caused by an internal messaging broker failure on the affected cluster.
```

**9. Added: Update** (investigating) · 2026-04-17 10:18 UTC

```diff
+ Our team has investigated and attempted several mitigations, however the issue is still ongoing. We are continuing to actively investigate and will provide an update as soon as we have more information. We apologize for the inconvenience.
```

**10. Added: Update** (monitoring) · 2026-04-17 10:47 UTC

```diff
+ Channels integrations are fully operational — all queued messages have been processed and are up to date. E-commerce data processing is back to nominal throughput. All queued messages are being processed; full catch-up is expected within  ~30 minutes. We will post a final update once e-commerce data is fully up to date. Thank you for your patience.
```

**11. Added: Update** (resolved) · 2026-04-17 11:15 UTC

```diff
+ This incident has been resolved.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-04-17 07:07 UTC | Major incident: Message processing has been restored across all affected services (this change) | degradation |

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/i28148be59128cd · Markdown: https://rewindex.com/change/i28148be59128cd.md · JSON: https://rewindex.com/api/v1/changes/i28148be59128cd · Generated 2026-10-18T02:31:25.211Z