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Gorgias: Message processing has been restored across all affected services

Impact: majorStatus: resolvedStarted Resolved (4.1 h)5 updatesSource: stspg.io (opens in new tab)
Summary

Gorgias reported a major degradation delaying incoming messages, channel routing and ecommerce events, caused by an internal messaging broker failure on us-east1-635c. The incident started at 2026-04-17 07:07 UTC and was resolved at 2026-04-17 11:15 UTC, lasting 4 h 8 min; channel queues cleared and ecommerce processing returned to nominal throughput before resolution.

Machine-written from the archived incident (Sol). Check the timeline before relying on it.

Affected components: Helpdesk Clusters - us-east4-65cdHelpdesk Clusters - us-east1-635cus-east1-635c

Timeline of updates

  1. investigating

    New messages are not processed in real time; delayed message routing for channel and ecommerce integrations We are currently investigating this issue.

  2. investigating

    Since 07:02 CEST, customers on cluster us-east1-635c are experiencing delays in incoming messages and ecommerce events not appearing in real-time. This is caused by an internal messaging broker failure on the affected cluster.

  3. investigating

    Our team has investigated and attempted several mitigations, however the issue is still ongoing. We are continuing to actively investigate and will provide an update as soon as we have more information. We apologize for the inconvenience.

  4. monitoring

    Channels integrations are fully operational — all queued messages have been processed and are up to date. E-commerce data processing is back to nominal throughput. All queued messages are being processed; full catch-up is expected within ~30 minutes. We will post a final update once e-commerce data is fully up to date. Thank you for your patience.

  5. resolved

    This incident has been resolved.

Rewindex changes for this incident

Impact, status and times are the vendor’s own, as last archived. View on stspg.io (opens in new tab). Gorgias profile · Recent Gorgias incidents · Markdown · JSON