Outage Report
Gorgias AI Agent actions failed in a major incident open for 3 h 44 min
Gorgias AI Agent, the AI agent inside the Gorgias ecommerce help desk, had a major incident in which some AI Agent actions failed. The incident was open for 3 h 44 min, 3.4x its typical incident duration of 1 h 6 min, according to the official status page.
What broke
The incident was opened on Nov 2 at 20:51 UTC and resolved on Nov 3 at 00:34 UTC. The first update says some AI Agent actions had been failing since 19:21 UTC, so failures began about 1.5 hours before the incident was posted. The title names the cause: a Cloudflare rule blocking calls from the Workflows API to the Helpdesk API. Affected were actions that read or update helpdesk data, such as order cancellations, return links, subscription changes and customer lookups. Only the AI Agent component was listed, and the status page says other AI Agent features kept working.
How it compares with usual incidents
Gorgias AI Agent had 8 incidents in the last 30 days, and the Gorgias status page, which covers the whole help desk and not only the AI Agent, lists 91 incidents over the last 12 months. The typical incident lasts 1 h 6 min, and the longest in 12 months lasted 51 h 9 min.
What this means for stores using it
According to the status page, when an action could not complete, the AI Agent may have handed the ticket over to the store's team instead. Stores that rely on the agent for order changes should look at tickets handed over between 19:21 UTC on Nov 2 and 00:34 UTC on Nov 3.
What it means for you
- Gorgias stores that let the AI Agent cancel orders, send return links or change subscriptions: review tickets handed over between 19:21 UTC on Nov 2 and 00:34 UTC on Nov 3 and finish the ones the agent could not.
- Subscribe to alerts on AgentGid or the Gorgias status page; the AI Agent logged 8 incidents in 30 days.
The data behind this story
| Also affected same incident | |
|---|---|
| Components | AI Agent |
| Duration | 3 h 44 min |
| Impact | major |
| Incident title | AI Agent actions failing: Cloudflare rule blocking Workflows API calls to Helpdesk API |
| Incidents last 30 days | 8 |
| Longest in 12 months | 51 h 9 min |
| Product | Gorgias AI Agent |
| Resolved utc | Nov 3, 00:34 UTC |
| Started utc | Nov 2, 20:51 UTC |
| Status page incidents last 12 months | 91 |
| Times longer than typical | 3.4x |
| Typical incident duration | 1 h 6 min |
| What it is | AI agent in the Gorgias ecommerce help desk that resolves customer inquiries and order questions on its own, can cancel orders, apply discounts or upsell inside a conversation, and hands off to human agents with context. |
Written by an AI model from these figures only, checked automatically against them and reviewed before publishing.
Agents in this story
| # | Agent | Gid Score | Downloads 7d | 7d | 30d | Stars | Latest release | ||||
|---|---|---|---|---|---|---|---|---|---|---|---|
| 172 |
Gorgias AI AgentGorgias |
27 | — | — | — | — | — | ||||
