Last week, on Aug 12 we had an incident from 7:20 AM to 2:30 PM PST (when it was fully resolved) that resulted in delayed processing of Rules in the helpdesk in the us-east1 cluster. The underlying reason for this delay in processing is due to an edge case performance issue that we had in our API. It was since fixed and deployed to production.
Since all of the new incoming/outgoing messages need to pass through our Rule system the effect was that we had big delays in receiving and sending ticket messages - particularly noticeable for chat and facebook messenger tickets where a fast response time is critical.
In conclusion: We understand that not being able to send and receive emails/chats for an extended period of time in Gorgias makes our platform redundant and we’re taking all the necessary steps to improve its reliability.
For the customers that have been affected we’re also willing to provide subscription credits. Please reach out to our support here: email@example.com
Please accept my sincerest apology for this incident - we’ll be working hard to reduce the number of incidents in the future.
Alex - CTO and cofounder of Gorgias.