# Gorgias: Some customers may experience delayed ticket and order updates or missin...

- Impact (vendor’s label): major
- Status: resolved
- Started: 2026-04-09 12:19 UTC · Resolved: 2026-04-10 08:44 UTC · Duration: 20 h
- Updates: 4 · Affected components: Helpdesk - Mobile Apps, Helpdesk - REST API, Helpdesk - Web App, Helpdesk Clusters - us-east1-c94b, us-east1-c94b
- [Vendor status page: https://stspg.io/f0blswjr4gl9](https://stspg.io/f0blswjr4gl9)
- [Company: Gorgias](https://rewindex.com/company/gorgias.md)

## 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)_
## Timeline of updates

- **investigating** 2026-04-09 12:19 UTC: 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.
- **identified** 2026-04-09 15:53 UTC: 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.
- **monitoring** 2026-04-09 20:43 UTC: 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.
- **resolved** 2026-04-10 08:44 UTC: 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.

## Rewindex changes for this incident

- 2026-04-09 12:19 UTC: [Major incident: Some customers may experience delayed ticket and order updates or missin...](https://rewindex.com/change/i65fb6f091051ac.md)


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Canonical: https://rewindex.com/company/gorgias/incidents/5543ljt1nwwt · Markdown: https://rewindex.com/company/gorgias/incidents/5543ljt1nwwt.md · JSON: https://rewindex.com/api/v1/companies/gorgias/incidents/5543ljt1nwwt · Generated 2026-10-18T10:43:17.723Z