# Gorgias: Major incident: Automation Rules Not Triggering

**Summary:** Gorgias reported a major incident in which automation rules were not triggering, affecting customers relying on those rules. It started at 2026-04-03 12:46 UTC and was resolved at 2026-04-03 16:25 UTC, lasting 3 h 39 min; Gorgias reported implementing a fix and monitoring results at 04-03 12:52 UTC. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2026-04-03 12:46 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/85w2mhgqm8kx](https://stspg.io/85w2mhgqm8kx)
- [Company: Gorgias](https://rewindex.com/company/gorgias.md)
- Versions: before (none: first archived) → after incident\_version:329/jc4ngqdtxb6l@1c041d468aef
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Automation Rules Not Triggering
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-04-03 12:46 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-04-03 16:25 UTC
```

**6. Added: Update** (identified) · 2026-04-03 12:46 UTC

```diff
+ We are continuing to work on a fix for this issue.
```

**7. Added: Update** (monitoring) · 2026-04-03 12:52 UTC

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

**8. Added: Update** (resolved) · 2026-04-03 16:25 UTC

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

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-04-03 12:46 UTC | Major incident: Automation Rules Not Triggering (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._


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Canonical: https://rewindex.com/change/ifaa3768f0e7e0c · Markdown: https://rewindex.com/change/ifaa3768f0e7e0c.md · JSON: https://rewindex.com/api/v1/changes/ifaa3768f0e7e0c · Generated 2026-10-18T03:33:48.406Z