# Gorgias: Major incident: High Latency in Helpdesk

**Summary:** Gorgias reported major Helpdesk latency affecting us-central1-c433, Mobile Apps and REST API from 2026-07-07 16:01 UTC to 2026-07-07 20:16 UTC, lasting 4 h 14 min. A fix was implemented by 07-07 18:20 UTC, followed by monitoring and resolution; customers using the affected services faced degraded performance. _(machine-written, sol)_
- Kind: Major incident · Label: degradation (model (Jev))
- Changed: 2026-07-07 16:01 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/84894gv9hsk2](https://stspg.io/84894gv9hsk2)
- [Company: Gorgias](https://rewindex.com/company/gorgias.md)
- Versions: before (none: first archived) → after incident\_version:329/189998v4dhdc@9b759619d501
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ High Latency in Helpdesk
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-07-07 16:01 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-07-07 20:16 UTC
```

**6. Added: Affected components**

```diff
+ Helpdesk Clusters - us-central1-c433, Helpdesk - Mobile Apps, Helpdesk - REST API, Mobile Apps, REST API, us-central1-c433
```

**7. Added: Update** (investigating) · 2026-07-07 16:01 UTC

```diff
+ We are currently investigating this issue.
```

**8. Added: Update** (monitoring) · 2026-07-07 18:20 UTC

```diff
+ A fix has been implemented and we are monitoring the results.
```

**9. Added: Update** (resolved) · 2026-07-07 20:16 UTC

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

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-07-07 16:01 UTC | Major incident: High Latency in Helpdesk (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/ic670832b397718 · Markdown: https://rewindex.com/change/ic670832b397718.md · JSON: https://rewindex.com/api/v1/changes/ic670832b397718 · Generated 2026-10-18T02:31:37.271Z