Major incident
Gorgias: AI Agent knowledge retrieval degradation
Jul 15, 2026, 16:42 UTC
started
16:42 UTC
resolved
<1 min
duration
Affected: AI Agent
Current status of Gorgias: Operational — live Gorgias status
Timeline
- Jul 15, 2026, 16:42 UTCresolvedBetween 08:00 and 18:30 UTC on July 14, an infrastructure issue at one of our third-party ML providers caused intermittent failures in the AI Agent’s knowledge retrieval. During this window, the AI Agent did not always pick up knowledge sources (Help Center articles and guidance) when composing answers, and could respond based on conversation context alone. Some intent-based automations (rules and routing) were also intermittently affected.
Updates as published by Gorgias (original).
Other services with incidents at the same time
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- PandaDoc 15:54 UTC · Some customers may experience Public API request failures or be unable to send documents through the platform
More Gorgias incidents
- October 26, 2026 Ticket assignment notification delivered with delay
- October 22, 2026 Shopify checkout hijack campaign notice
- October 19, 2026 Resolved: Loop Returns actions degraded
- October 7, 2026 Aircall V2 not creating tickets
- October 5, 2026 Elevated latency in Helpdesk and Ticket Views
- September 30, 2026 Increased latency in the ai agent