Changes / Gorgias / Some customers may experience delayed ticket and order updates or missin...
Gorgias: Major incident: Some customers may experience delayed ticket and order updates or missin...
Summary
Gorgias reported major Helpdesk degradation affecting 10% of customers following migration, delaying updates or losing data. Started 2026-04-09 12:19 UTC and resolved 2026-04-10 08:44 UTC (20 h 24 min). Initial inbound recovery completed, but outbound messages and replies sent April 9th, 9:18 AM–12:15 PM UTC will not be visible in Gorgias.
Machine-written from the diff below (Sol; type: incident degradation). Check the diff before relying on it.
Major incidentLabel: degradation (model (Jev), 66%)Changed Detected Source: stspg.io (opens in new tab)
What changed
Before: not present
After: Some customers may experience delayed ticket and order updates or missin...
Before: not present
After: major
Before: not present
After: resolved
Before: not present
After: 2026-04-09 12:19 UTC
Before: not present
After: 2026-04-10 08:44 UTC
Before: not present
After: Helpdesk Clusters - us-east1-c94b, Helpdesk - Mobile Apps, Helpdesk - REST API, Helpdesk - Web App, us-east1-c94b
Before: not present
After: Following today's migration, some customers (impact scope is 10%) may experience delayed ticket and order updates or missing data.
We are currently investigating this issue.
Before: not present
After: We had an incident on Helpdesk today that impacted visibility of tickets and updates during a specific time period, for a subset of our customers in the US region. The system is currently operational.
**What happened**
Between 9:18 AM–12:15 PM UTC incoming tickets and messages were not saving properly. The issue is fixed and data recovery is actively underway.
**What you might see**
- Messages from that window may be temporarily missing or out of order.
- Ticket threading issues — a reply showing up as a new standalone ticket.
- Auto-close rules did not trigger for affected tickets, so some remain open. Helpdesk setting changes made during the window (rules, views) may not have saved.
**Outbound messages**
Outbound messages and replies sent during that window will not be visible in Gorgias. After recovery of messages, AI agent is not expected to retrigger on those messages.
**When will it be fixed**
- Initial tickets and updates will be restored over the next hour. Full resolution may require additional time. We will provide updates as they become available.
- No action is required on your end right now.
- Thank you for your patience as we resolve this. We’re focused on restoring complete data visibility and preventing this from happening again.
Before: not present
After: Update: We have completed initial recovery efforts of affected inbound tickets and interactions as of April 9th, 16:51 UTC.
We are continuing to monitor for residual effects and will provide additional updates as they become available.
Before: not present
After: This incident has been resolved. We’re sorry for the inconvenience.
Outbound messages and replies sent between 9:18 AM–12:15 PM UTC on April 9th will not be visible in Gorgias.
Systems are currently fully operational, and we're working on addressing the factors that lead to this incident.
First version of this incident archived by Rewindex. View the live incident (opens in new tab).
History of this incident
| When (UTC) | Change | Kind |
|---|---|---|
| Major incident: Some customers may experience delayed ticket and order updates or missin... (this change) Gorgias reported major Helpdesk degradation affecting 10% of customers following migration, delaying updates or losing data. Started 2026-04-09 12:19 UTC and resolved 2026-04-10 08:44 UTC (20 h 24 min). Initial inbound recovery completed, but outbound messages and replies sent April 9th, 9:18 AM–12:15 PM UTC will not be visible in Gorgias. | Major incident |