# 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, sol)_
- Kind: Major incident · Label: degradation (model (Jev))
- Changed: 2026-04-09 12:19 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/f0blswjr4gl9](https://stspg.io/f0blswjr4gl9)
- [Company: Gorgias](https://rewindex.com/company/gorgias.md)
- Versions: before (none: first archived) → after incident\_version:329/5543ljt1nwwt@fd24e458f3d8
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Some customers may experience delayed ticket and order updates or missin...
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-04-09 12:19 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-04-10 08:44 UTC
```

**6. Added: Affected components**

```diff
+ Helpdesk Clusters - us-east1-c94b, Helpdesk - Mobile Apps, Helpdesk - REST API, Helpdesk - Web App, us-east1-c94b
```

**7. Added: Update** (investigating) · 2026-04-09 12:19 UTC

```diff
+ 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.
```

**8. Added: Update** (identified) · 2026-04-09 15:53 UTC

```diff
+ 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.
```

**9. Added: Update** (monitoring) · 2026-04-09 20:43 UTC

```diff
+ 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.
```

**10. Added: Update** (resolved) · 2026-04-10 08:44 UTC

```diff
+ 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.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-04-09 12:19 UTC | Major incident: Some customers may experience delayed ticket and order updates or missin... (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/i65fb6f091051ac · Markdown: https://rewindex.com/change/i65fb6f091051ac.md · JSON: https://rewindex.com/api/v1/changes/i65fb6f091051ac · Generated 2026-10-18T02:31:38.152Z