Gorgias Status

Monitoring: 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.

Identified: 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.

Investigating: 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.

Resolved: This incident has been resolved.

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

Monitoring: 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.

Identified: 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.

Investigating: 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.

Resolved: This incident has been resolved.

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

Monitoring: 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.

Identified: 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.

Investigating: 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.

Resolved: The issue is now resolved. We identified a specific payload that was blocking the search index update and addressed it. Everything is operating normally, and we’ll continue to keep an eye on things to ensure stability.

Monitoring: We’ve mitigated for the issue and we’re continuing to monitor closely and will share any further updates if needed.

Identified: We are currently experiencing an issue where customer search results in the Helpdesk may not reflect the most up-to-date information.

Our team is actively investigating the problem and working on a fix. In the meantime, some recently created or updated customer records may not appear correctly in search results.

We will provide an update as soon as more information is available.

Thank you for your patience.

Investigating: We are currently experiencing an issue where customer search results in the Helpdesk may not reflect the most up-to-date information.

Our team is actively investigating the problem and working on a fix. In the meantime, some recently created or updated customer records may not appear correctly in search results.

We will provide an update as soon as more information is available.

Thank you for your patience.

Monitoring: 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.

Identified: 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.

Investigating: 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.