Starting at 3:09PM UTC yesterday, our hosting provider (Google Cloud) experienced network connectivity issues in one of their datacenters (us-east1-c zone). As a result, our application servers were disconnected from the database and the load balancer serving traffic, which made some Helpdesks completely unavailable.
By 3:38 PM UTC, our hosting provider fixed the network connectivity issues and all the Helpdesk were available again.
Gorgias is running in several datacenters across the globe and ~20% of all our customers routed to that specific us-east1-c datacenter suffered from this incident. We will keep working on minimizing the impact of such infrastructure outages. We apologize for the service disruption.