Gorgias Status

Resolved: We can now confirm that everything is working as expected now and executed necessary data recovery protocols. Users should not be facing any further issues to this end.

Monitoring: We can confirm that our systems are now running as expected. Our team is continuing to monitor the issue and also analyzing any eventual loss to initiate the appropriate recovery protocols.

Identified: Our team was able to identify the issue as being associated to the freezing our asynchronous message broker that was leading to us being unable to process any incoming traffic from our integrations as well as execute actions on the ticket pipeline.

We've now unblocked the processing of the queues and are actively monitoring the progress of the recovery.

Investigating: We're continuing to investigate the issue and can confirm that the impact also extends towards the synchronisation of data across our integrations (including messaging channels such as gmail).

We apologize for the inconvenience caused and are actively looking towards resolving the behavior.

Investigating: We are currently investigating a disruption affecting our ticketing workflow. This issue is causing delays in the ticket pipeline for the "europe-west4-e7f4" cluster and is preventing outbound customer messages from being delivered, and rules from being executed for some users.

Our engineering team is actively investigating and monitoring the system.

Resolved: Our team has successfully reactivated the vast majority of affected integrations; approximately 97% have been restored automatically. Import of any missed inbound messages during the disruption is currently in progress and may take some time to complete.

A small minority of integrations (about 3%) could not be automatically reactivated because their underlying credentials had expired. If your Outlook integration still appears deactivated, you will need to manually reconnect it from your helpdesk settings. You should have received an email notification about the deactivation.

As an alternative, you can also set up a forwarding email integration, which is not affected by this issue as mentioned perviously.

We apologize for the disruption and appreciate your patience as we finalize the data import for the restored integrations.

Identified: While most of the Outlook integration are re-activated and their missed messages have been imported correctly, we identified some Outlook integrations which have not been.

While we are working to reconnect them, and then import missing emails, we encourage you to setup forwarding email integration (documentation available here: https://docs.gorgias.com/en-US/send-and-receive-email-from-gorgias-using-automatic-forwarding-1656317). In addition to be more reliable, forwarding integrations are also less intrusive and more scalable than Outlook and Google email integrations.

If you do switch to forwarding integration, you will have to run an historical import on the last day (step 4), to import missed emails.

We will continue to keep you posted on the full resolution of the incident, and the import of missed messages.

Monitoring: We have identified and resolved the root cause of the Outlook email integration disconnections. Our team is now actively restoring all affected integrations and recovering any messages that may have been missed during the disruption. No action is required on your end. Integrations will be reconnected automatically, and any pending messages will be processed shortly.

We will provide a final update once full recovery has been confirmed. We sincerely apologize for the inconvenience and thank you for your patience.

Identified: We sincerely apologize for the inconvenience. We are aware that some Outlook email integrations have become disconnected, preventing users from reconnecting. We understand the impact on your workflow and are treating this with the highest priority.

Our team has identified the root cause and is actively working on a fix. Once the fix is deployed, the affected integrations will be automatically restored, no action is required from you.

We will provide another update once the fix has been deployed. Thank you for your patience.

Identified: We are continuing to work on a fix for this issue.