Major incident

Gorgias: AI Agent not processing email tickets

Affected: AI Agent

Current status of Gorgias: Operational — live Gorgias status

Timeline

1. Mar 26, 2026, 16:00 UTC
   investigating
   We are investigating an issue where the AI Agent is not picking up incoming email tickets. Affected tickets are remaining open and unassigned rather than being automatically triaged and handled by the AI Agent. Our team is actively working to identify the root cause and restore normal automation. In the meantime, agents may need to manually triage and assign impacted tickets. We will post updates as we have more information.
2. Mar 26, 2026, 16:25 UTC
   identified
   We have identified the problem and are continuing to work on a fix for this issue.
3. Mar 26, 2026, 16:38 UTC
   resolved
   The problem has been fixed. AI Agent has resumed processing email tickets. The incident has been resolved.

Updates as published by Gorgias (original).