There were 20 Gorgias outages since February 3, 2026 totaling 60h 19m of downtime. Each is summarised below — incident details, duration, and resolution information.
We are currently investigating this issue.
A fix has been deployed, we are monitoring to ensure continuation of service
This incident has been resolved.
New messages are not processed in real time; delayed message routing for channel and ecommerce integrations We are currently investigating this issue.
Since 07:02 CEST, customers on cluster us-east1-635c are experiencing delays in incoming messages and ecommerce events not appearing in real-time. This is caused by an internal messaging broker failure on the affected cluster.
Our team has investigated and attempted several mitigations, however the issue is still ongoing. We are continuing to actively investigate and will provide an update as soon as we have more information. We apologize for the inconvenience.
Channels integrations are fully operational — all queued messages have been processed and are up to date. E-commerce data processing is back to nominal throughput. All queued messages are being processed; full catch-up is expected within ~30 minutes. We will post a final update once e-commerce data is fully up to date. Thank you for your patience.
This incident has been resolved.
We are continuing to work on a fix for this issue.
This incident has been resolved.
Following today's migration, some customers (impact scope is 10%) may experience delayed ticket and order updates or missing data. We are currently investigating this issue.
We had an incident on Helpdesk today that impacted visibility of tickets and updates during a specific time period, for a subset of our customers in the US region. The system is currently operational. **What happened** Between 9:18 AM–12:15 PM UTC incoming tickets and messages were not saving properly. The issue is fixed and data recovery is actively underway. **What you might see** - Messages from that window may be temporarily missing or out of order. - Ticket threading issues — a reply showing up as a new standalone ticket. - Auto-close rules did not trigger for affected tickets, so some remain open. Helpdesk setting changes made during the window (rules, views) may not have saved. **Outbound messages** Outbound messages and replies sent during that window will not be visible in Gorgias. After recovery of messages, AI agent is not expected to retrigger on those messages. **When will it be fixed** - Initial tickets and updates will be restored over the next hour. Full resolution may require additional time. We will provide updates as they become available. - No action is required on your end right now. - Thank you for your patience as we resolve this. We’re focused on restoring complete data visibility and preventing this from happening again.
Update: We have completed initial recovery efforts of affected inbound tickets and interactions as of April 9th, 16:51 UTC. We are continuing to monitor for residual effects and will provide additional updates as they become available.
This incident has been resolved. We’re sorry for the inconvenience. Outbound messages and replies sent between 9:18 AM–12:15 PM UTC on April 9th will not be visible in Gorgias. Systems are currently fully operational, and we're working on addressing the factors that lead to this incident.
We are currently investigating this issue.
We experienced an issue affecting some Europe-hosted Helpdesks that prevented live updates from appearing in the interface. No data was lost, as the problem only impacted UI refresh. This incident has now been resolved. We’re sorry for the inconvenience.
We are currently experiencing an issue where customer search results in the Helpdesk may not reflect the most up-to-date information. Our team is actively investigating the problem and working on a fix. In the meantime, some recently created or updated customer records may not appear correctly in search results. We will provide an update as soon as more information is available. Thank you for your patience.
We are currently experiencing an issue where customer search results in the Helpdesk may not reflect the most up-to-date information. Our team is actively investigating the problem and working on a fix. In the meantime, some recently created or updated customer records may not appear correctly in search results. We will provide an update as soon as more information is available. Thank you for your patience.
We’ve mitigated for the issue and we’re continuing to monitor closely and will share any further updates if needed.
The issue is now resolved. We identified a specific payload that was blocking the search index update and addressed it. Everything is operating normally, and we’ll continue to keep an eye on things to ensure stability.
We are continuing to work on a fix for this issue.
A fix has been implemented and we are monitoring the results.
A fix has been implemented and we are monitoring the results.
The incident has been resolved and duplicate billing events are no longer being generated. We are now assessing the customer billing impact and will take the appropriate corrective actions where needed.
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.
We have identified the problem and are continuing to work on a fix for this issue.
The problem has been fixed. AI Agent has resumed processing email tickets. The incident has been resolved.
We are currently investigating this issue.
We are currently investigating this issue.
This incident has been resolved.
We are currently investigating a disruption affecting our ticketing workflow. This issue is causing delays in the ticket pipeline for the "europe-west4-e7f4" cluster and is preventing outbound customer messages from being delivered, and rules from being executed for some users. Our engineering team is actively investigating and monitoring the system.
We're continuing to investigate the issue and can confirm that the impact also extends towards the synchronisation of data across our integrations (including messaging channels such as gmail). We apologize for the inconvenience caused and are actively looking towards resolving the behavior.
Our team was able to identify the issue as being associated to the freezing our asynchronous message broker that was leading to us being unable to process any incoming traffic from our integrations as well as execute actions on the ticket pipeline. We've now unblocked the processing of the queues and are actively monitoring the progress of the recovery.
We can confirm that our systems are now running as expected. Our team is continuing to monitor the issue and also analyzing any eventual loss to initiate the appropriate recovery protocols.
We can now confirm that everything is working as expected now and executed necessary data recovery protocols. Users should not be facing any further issues to this end.
We are continuing to work on a fix for this issue.
We sincerely apologize for the inconvenience. We are aware that some Outlook email integrations have become disconnected, preventing users from reconnecting. We understand the impact on your workflow and are treating this with the highest priority. Our team has identified the root cause and is actively working on a fix. Once the fix is deployed, the affected integrations will be automatically restored, no action is required from you. We will provide another update once the fix has been deployed. Thank you for your patience.
We have identified and resolved the root cause of the Outlook email integration disconnections. Our team is now actively restoring all affected integrations and recovering any messages that may have been missed during the disruption. No action is required on your end. Integrations will be reconnected automatically, and any pending messages will be processed shortly. We will provide a final update once full recovery has been confirmed. We sincerely apologize for the inconvenience and thank you for your patience.
While most of the Outlook integration are re-activated and their missed messages have been imported correctly, we identified some Outlook integrations which have not been. While we are working to reconnect them, and then import missing emails, we encourage you to setup forwarding email integration (documentation available here: https://docs.gorgias.com/en-US/send-and-receive-email-from-gorgias-using-automatic-forwarding-1656317). In addition to be more reliable, forwarding integrations are also less intrusive and more scalable than Outlook and Google email integrations. If you do switch to forwarding integration, you will have to run an historical import on the last day (step 4), to import missed emails. We will continue to keep you posted on the full resolution of the incident, and the import of missed messages.
Our team has successfully reactivated the vast majority of affected integrations; approximately 97% have been restored automatically. Import of any missed inbound messages during the disruption is currently in progress and may take some time to complete. A small minority of integrations (about 3%) could not be automatically reactivated because their underlying credentials had expired. If your Outlook integration still appears deactivated, you will need to manually reconnect it from your helpdesk settings. You should have received an email notification about the deactivation. As an alternative, you can also set up a forwarding email integration, which is not affected by this issue as mentioned perviously. We apologize for the disruption and appreciate your patience as we finalize the data import for the restored integrations.
The chat application is currently unavailable for most shoppers. The team is looking into the issue.
The issue has been resolved, and the chat is functioning normally again. We will continue to monitor the situation.
This incident has been resolved.
We are currently investigating this issue.
What happened: A network issue affecting part of our infrastructure caused the Helpdesk API and related services to go down. This was triggered by unplanned updates from our cloud provider that led to unexpected network instability. We know this was frustrating and unfortunately outside of your control. When: Started: 2026-03-09 at 12:30 UTC Mitigated: 2026-03-09 at 15:00 UTC Impact: During this time, the web app, mobile app, and main Helpdesk API were unavailable. If you tried to access your helpdesk, you would have seen a 502 error. We know how disruptive that can be, and we sincerely apologize for the inconvenience this caused you and your business. Current status: The issue has been mitigated. We've restored traffic and validated core functionality, and we're continuing to closely monitor things to make sure everything stays stable. We'll share more updates if anything changes.
This incident has been resolved.
We've identified the issue on analytics data processing and currently working on a fix.
A fix has been implemented and we are monitoring the results.
The issue regarding analytics has been resolved
We identified an issue with an internal infrastructure component that is causing delays in message processing and automated actions. Our team is actively investigating and working on a resolution.
The issue has been identified and a fix is being implemented.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
A fix has been implemented and we are monitoring the results.
This incident has been resolved.
This incident has been resolved. The recent tickets will start showing correctly inside the Knowledge Hub shortly.
We are currently experiencing a degradation affecting our AI Agent's ability to fetch and search knowledge base content. As a result, the AI Agent may struggle to retrieve relevant articles and provide accurate responses.
This incident has been resolved.
There is a delay in processing ticket data for the views and the data might not be up-to-date. We are working to fix the issue.
There is a delay in processing ticket data for the views and the data might not be up-to-date. We are working to fix the issue.
Pingoru polls Gorgias's status page every 5 minutes and alerts you the moment it reports an issue — before your customers do.
5 free monitors · No credit card required