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

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.

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.

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.

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.