# Gorgias: Major incident: [AI Agent][API] Elevated 5XX errors on the AI Agent API

**Summary:** Gorgias reported a major AI Agent API incident from 2026-07-16 13:56 UTC to 2026-07-16 14:26 UTC, lasting 29 min. Elevated 5XX errors meant some requests could fail or be delayed, and automated responses on affected tickets might not be sent. The incident was resolved; no specific cause or fix was disclosed. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2026-07-16 13:56 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/n0jr5tpl1477](https://stspg.io/n0jr5tpl1477)
- [Company: Gorgias](https://rewindex.com/company/gorgias.md)
- Versions: before (none: first archived) → after incident\_version:329/0mslqk79hs6q@477300596a22
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ [AI Agent][API] Elevated 5XX errors on the AI Agent API
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-07-16 13:56 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-07-16 14:26 UTC
```

**6. Added: Affected components**

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

**7. Added: Update** (investigating) · 2026-07-16 13:56 UTC

```diff
+ We have identified the cause of elevated error rates on the AI Agent API. During this period, some AI Agent requests may fail or be delayed, and automated responses on affected tickets may not be sent. Our team is actively working on a fix to restore full service.
```

**8. Added: Update** (resolved) · 2026-07-16 14:26 UTC

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

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-07-16 13:56 UTC | Major incident: \[AI Agent\]\[API\] Elevated 5XX errors on the AI Agent API (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._


---
Canonical: https://rewindex.com/change/ia7997f11b95809 · Markdown: https://rewindex.com/change/ia7997f11b95809.md · JSON: https://rewindex.com/api/v1/changes/ia7997f11b95809 · Generated 2026-10-18T02:31:33.759Z