Gorgias Outage History
Gorgias is up right nowPingoru has recorded 92 incidents for Gorgias: 85 in the last 12 months and 15 in the last 90 days.
Show as a table
| Month | Incidents | Hours with an open incident |
|---|---|---|
| April 2026 | 7 | 36 of 720 (5%) |
| May 2026 | 7 | 24 of 744 (3%) |
| June 2026 | 10 | 36 of 720 (5%) |
| July 2026 | 10 | 63 of 744 (8%) |
| August 2026 | 3 | 23 of 744 (3%) |
| September 2026 | 8 | 16 of 720 (2%) |
| October 2026 | 3 | 30 of 509 (6%) |
Incidents, newest first
Minor October 19, 2026 Resolved: Loop Returns actions degraded 45m
Started Oct 19, 2026, 08:48 PM UTC· resolved Oct 19, 2026, 09:34 PM UTC
- monitoring Oct 19, 2026, 08:48 PM UTC
Actions that use Loop Returns may be delayed or fail because of an ongoing incident at Loop. Other actions are not affected. We'll share updates as Loop recovers.
- resolved Oct 19, 2026, 09:34 PM UTC
Loop Returns has resolved their incident, and workflow actions that use Loop Returns are working normally again.
Major October 7, 2026 Aircall V2 not creating tickets 1d 3h Aircall Aircall Apps
Started Oct 07, 2026, 08:57 AM UTC· resolved Oct 08, 2026, 12:27 PM UTC
- identified Oct 07, 2026, 08:57 AM UTC
We have identified an issue in the Aircall V2 integration which is managed by Aircall itself. Please follow the status updates from Aircall for more info: https://status.aircall.com/incidents/8v8s2hp1pj66
- monitoring Oct 08, 2026, 12:21 PM UTC
Aircall has made a fix on their side and resolved the incident. See status page update here: https://status.aircall.com/incidents/8v8s2hp1pj66. We are monitoring the Aircall V2 integration traffic on our end to confirm the fix.
- resolved Oct 08, 2026, 12:27 PM UTC
This incident has been resolved.
Minor October 5, 2026 Elevated latency in Helpdesk and Ticket Views 1h 54m us-central1-c433
Started Oct 05, 2026, 02:45 PM UTC· resolved Oct 05, 2026, 04:40 PM UTC
- investigating Oct 05, 2026, 02:45 PM UTC
We are currently investigating this issue.
- identified Oct 05, 2026, 03:12 PM UTC
We are continuing to work on a fix for this issue.
- monitoring Oct 05, 2026, 04:29 PM UTC
A fix has been implemented and we are monitoring the results, the situation is coming back to normal progressively.
- resolved Oct 06, 2026, 06:30 AM UTC
This incident has been resolved.
Major September 30, 2026 Increased latency in the ai agent 3h 38m AI Agent
Started Sep 30, 2026, 05:21 PM UTC· resolved Sep 30, 2026, 08:59 PM UTC
- monitoring Sep 30, 2026, 05:21 PM UTC
We’re monitoring the situation. The issue appears to be on the LLM provider’s side, and we’ll share updates as they become available
- identified Sep 30, 2026, 05:23 PM UTC
External LLM providers are facing high latency, affecting the time the AI Agent takes to respond.
- resolved Sep 30, 2026, 08:59 PM UTC
External LLM providers are facing high latency, affecting the time the AI Agent takes to respond.
Major September 16, 2026 Customer sidebar search not working 1h 14m Web App
Started Sep 16, 2026, 12:51 PM UTC· resolved Sep 16, 2026, 02:05 PM UTC
- investigating Sep 16, 2026, 12:51 PM UTC
We are currently investigating this issue.
- identified Sep 16, 2026, 01:12 PM UTC
We identified the issue and currently actively working on the resolution.
- resolved Sep 16, 2026, 02:05 PM UTC
This incident has been resolved.
Major September 15, 2026 Issues with closing tickets 46m Web App
Started Sep 15, 2026, 10:42 AM UTC· resolved Sep 15, 2026, 11:28 AM UTC
- investigating Sep 15, 2026, 10:42 AM UTC
We are currently investigating this issue.
- monitoring Sep 15, 2026, 11:06 AM UTC
A fix has been implemented and we are monitoring the results.
- resolved Sep 15, 2026, 11:28 AM UTC
This incident has been resolved.
Notice September 14, 2026 Notifications not playing sound in the browser 1h 21m Web App
Started Sep 14, 2026, 06:37 PM UTC· resolved Sep 14, 2026, 07:58 PM UTC
- investigating Sep 14, 2026, 06:37 PM UTC
We are currently investigating this issue.
- identified Sep 14, 2026, 07:06 PM UTC
We are continuing to work on a fix for this issue.
- resolved Sep 14, 2026, 07:58 PM UTC
This incident has been resolved.
Minor September 8, 2026 Help Center creation not working for new Gorgias accounts 36m Web App
Started Sep 08, 2026, 03:36 PM UTC· resolved Sep 08, 2026, 04:12 PM UTC
- investigating Sep 08, 2026, 03:36 PM UTC
We are investigating an issue that may prevent new Gorgias accounts to create Help Centers
- resolved Sep 08, 2026, 04:12 PM UTC
Incident has been resolved
Major September 2, 2026 Instagram direct message delayed ingestion 4h 22m Instagram Direct Messages
Started Sep 02, 2026, 02:49 PM UTC· resolved Sep 02, 2026, 07:11 PM UTC
- identified Sep 02, 2026, 02:49 PM UTC
We're aware of an issue that may cause delays in receiving Instagram direct messages in Gorgias. Messages are not lost — they will arrive, just later than usual. Our team is investigating and working to restore normal delivery times.
- monitoring Sep 02, 2026, 06:03 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Sep 02, 2026, 07:11 PM UTC
This incident has been resolved.
Major September 1, 2026 Voice/SMS functionality degraded due to a Twilio incident 54m
Started Sep 01, 2026, 05:05 PM UTC· resolved Sep 01, 2026, 06:00 PM UTC
- monitoring Sep 01, 2026, 05:05 PM UTC
Our upstream telephony provider Twilio is currently experiencing an incident affecting Voice services (status.twilio.com). As a result, some customers may experience degraded or failed voice call functionality in Gorgias — including failed or delayed calls and inaccurate call test results.SMS and all other Gorgias features (email, chat, helpdesk) are unaffected.Twilio's engineering team has identified the cause and is deploying a fix. We are monitoring the situation and will update this page as soon as service is restored or we have more information. No action is required on your side.
- resolved Sep 01, 2026, 06:00 PM UTC
The incident affecting our upstream telephony provider, Twilio, has been resolved. Voice call functionality in Gorgias has returned to normal, including call test results.
Major September 1, 2026 Cloud service provider network incident may affect a subset of Gorgias Customers 3h 39m REST API, Google Cloud Platform Google Cloud Networking, Live Chat
Started Sep 01, 2026, 03:19 PM UTC· resolved Sep 01, 2026, 06:59 PM UTC
- investigating Sep 01, 2026, 03:19 PM UTC
We are currently investigating this issue.
- investigating Sep 01, 2026, 03:21 PM UTC
We are currently investigating this issue.
- monitoring Sep 01, 2026, 04:24 PM UTC
We are seeing signs of recovery, we are continuing to monitor our services
- resolved Sep 01, 2026, 06:59 PM UTC
This incident has been resolved.
Major August 27, 2026 Ticket, order and product search showing outdated results 39m Web App, us-east1-c94b
Started Aug 27, 2026, 04:22 PM UTC· resolved Aug 27, 2026, 05:02 PM UTC
- investigating Aug 27, 2026, 04:22 PM UTC
We are currently investigating this issue.
- identified Aug 27, 2026, 04:30 PM UTC
We are continuing to work on a fix for this issue.
- monitoring Aug 27, 2026, 04:43 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Aug 27, 2026, 05:02 PM UTC
This incident has been resolved.
Major August 11, 2026 WhatsApp: Unexpected Ticket Activity 20h 27m WhatsApp
Started Aug 11, 2026, 02:31 PM UTC· resolved Aug 12, 2026, 10:59 AM UTC
- monitoring Aug 11, 2026, 02:31 PM UTC
Between 4:30 PM and 8:00 PM UTC on August 10th, some customers using the WhatsApp integration saw unexpected ticket behavior. New tickets were created with older messages, and some previously closed tickets reopened with older messages added to them, which in some cases produced duplicates. Current status: The underlying issue is resolved and normal WhatsApp message processing has resumed. We are investigating the billing impact for affected accounts. Impact: - Closed WhatsApp tickets reopened unexpectedly, with older messages added to them. - Some accounts may have had new or duplicate tickets created during the affected window. - Ticket counts during that period may have been inflated, which could affect billing. We are reviewing this. What to know: We did not close or merge affected tickets ourselves. Deciding which ticket to keep depends on your workflow, and we can't make that call for you. Some merchants have also already cleaned up the data on their end, so running an automated cleanup risked overwriting changes you'd made or leaving you with a state you didn't want. Use the filters below to find the duplicated and newly created tickets, then bulk-close them as appropriate. How to identify affected (duplicated/created) tickets: Apply these filters in your helpdesk. All times are UTC, so convert to your helpdesk timezone: - Channel: WhatsApp - Created before: August 10, 2026 at 20:30 UTC - Created after: August 10, 2026 at 16:00 UTC - Last shopper message received: between July 23, 2026 at 17:00 UTC and August 10, 2026 at 18:00 UTC - Status: Open (or other status filters relevant to your workflow) Billing: We are working to remove the tickets created by this incident from your billing. We will follow up once this is complete.
- resolved Aug 12, 2026, 10:59 AM UTC
The WhatsApp ticket issue that occurred on August 10th between 4:30 PM and 8:00 PM UTC is now fully resolved. **What happened:** A replay of WhatsApp webhooks caused older messages to be imported, which resulted in closed tickets reopening and, in some cases, duplicate tickets being created. **Billing:** Billable tickets created as a result of this incident have been removed from affected merchants' billing counts. Please note that billing corrections may take a bit of time to reflect in your account. Merchants who were already charged before this correction was applied will receive a refund in the following days — our team will reach out as needed. **What's next:** A public post-mortem detailing the root cause, impact, and steps taken to prevent recurrence will be published by tomorrow, August 13th, at the latest. We sincerely apologize for the disruption this caused to your workflows. Thank you for your patience.
- postmortem Aug 13, 2026, 09:52 AM UTC
On August 10, 2026, between approximately 4:30 and 8:00 PM UTC, some WhatsApp tickets unexpectedly reopened or duplicated. We understand how disruptive that is when you're trying to stay on top of customer conversations, and we'd like to walk you through what happened and how to tidy things up. **What happened** Between July 23 and August 10, a separate issue had prevented some inbound WhatsApp messages from reaching Gorgias. On August 10 we fixed it and ran a recovery to bring those messages in. As the older messages arrived, our system read them as brand-new activity, so it created new tickets, reopened some closed ones, and in a few cases produced duplicates. **What you may have seen** During that window you may have seen reopened, new, or duplicate WhatsApp tickets, auto-replies that didn't send, and brief delays on new messages. Because of the extra tickets, your ticket counts for that period may also have looked higher than usual. **What we did** We finished restoring the missing messages and fixed the underlying cause of the duplicates to prevent a recurrence. We also corrected the billing impact: the tickets this incident created have been removed from your bill, so you won't be charged and no action is needed on your side. The tickets themselves stay in your helpdesk, so you can review or close them as you see fit. **What you can do** We didn't close or merge any tickets for you, since you know your workflow best and some teams had already tidied things up. If you'd like to clean up, the search below surfaces the new and duplicate tickets created during the window \(it won't include tickets that were reopened when an older message was added to them\). Apply these criteria to your tickets. All times are in UTC, so convert them to your helpdesk timezone: * Channel: WhatsApp * Created between August 10, 2026 16:00 and 20:30 UTC * Last customer message between July 23, 2026 17:00 UTC and August 10, 2026 18:00 UTC Then bulk-close whatever you don't need. **What's next** We're strengthening how we handle large message recoveries and expanding our monitoring so issues like this are caught and addressed earlier. We sincerely apologize for the disruption and any confusion it may have caused you and your customers, and we thank you for your patience.
Major August 11, 2026 CORS issues on signup 1h 39m
Started Aug 11, 2026, 11:36 AM UTC· resolved Aug 11, 2026, 01:16 PM UTC
- investigating Aug 11, 2026, 11:36 AM UTC
We are currently investigating this issue. Some users may experience issues during signup
- resolved Aug 11, 2026, 01:16 PM UTC
The issue has been resolved
Major July 27, 2026 Delayed email sync for Gmail integrations 43m Gmail
Started Jul 27, 2026, 10:30 PM UTC· resolved Jul 27, 2026, 11:13 PM UTC
- investigating Jul 27, 2026, 10:30 PM UTC
We are currently investigating this issue.
- monitoring Jul 27, 2026, 11:01 PM UTC
Gmail integrations have resumed syncing normally and new emails are creating tickets as expected. Email delivery from Gmail stopped and then resumed on its own, without any change on our side - we found no issue with our systems, which suggests the cause was external. We're monitoring to confirm stability before marking this resolved.
- resolved Jul 27, 2026, 11:13 PM UTC
The traffic of Gmail notifications for our app is back at normal levels.
Major July 22, 2026 Temporary unavailability of the e-commerce data service 37m
Started Jul 22, 2026, 12:35 PM UTC· resolved Jul 22, 2026, 01:13 PM UTC
- investigating Jul 22, 2026, 12:35 PM UTC
One of our databases became temporarily unavailable. As a result, some e-commerce data was not available through our service. We are currently investigating the issue and working to restore full functionality as quickly as possible.
- monitoring Jul 22, 2026, 12:51 PM UTC
One of our databases became temporarily unavailable. As a result, some e-commerce data was not available through our service. We are currently investigating the issue and working to restore full functionality as quickly as possible. The issue lasted from 10:56 to 11:28 UTC. The database is now operational, and the service has been restored.
- resolved Jul 22, 2026, 01:13 PM UTC
A transient network issue has been resolved, and all queued requests have been processed. All services are now operational.
Minor July 17, 2026 Realtime updates lagging on us-cental-d8ff cluster 40m us-central1-d8ff
Started Jul 17, 2026, 06:10 PM UTC· resolved Jul 17, 2026, 06:51 PM UTC
- investigating Jul 17, 2026, 06:10 PM UTC
We are currently investigating this issue. There might be lag on realtime updates on us-central1-df88
- identified Jul 17, 2026, 06:37 PM UTC
We are continuing to work on a fix for this issue.
- monitoring Jul 17, 2026, 06:45 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Jul 17, 2026, 06:51 PM UTC
This incident has been resolved.
Minor July 17, 2026 Helpdesk service disruption on us-east1-2607 42m
Started Jul 17, 2026, 01:43 AM UTC· resolved Jul 17, 2026, 02:25 AM UTC
- resolved Jul 17, 2026, 08:06 AM UTC
What happened: Between 01:43 and 02:25 UTC, some customers experienced slow or failed Helpdesk responses and intermittent login issues. Impact was limited to a single infrastructure cluster (us-east1-2607). Cause: A temporary fault in our cloud provider's storage layer, isolated to one data-center zone. This was an underlying infrastructure issue, not a Gorgias application problem or a change on our side. Resolution: Our systems recovered automatically via built-in failover. No data was lost and no manual intervention was needed. Next steps: We'll be reviewing the incident with our cloud provider and evaluating measures to further strengthen resilience against this class of issue. We apologize for the disruption, you can reach out to your support contact with any questions.
Major July 16, 2026 [AI Agent][API] Elevated 5XX errors on the AI Agent API 29m AI Agent
Started Jul 16, 2026, 01:56 PM UTC· resolved Jul 16, 2026, 02:26 PM UTC
- investigating Jul 16, 2026, 01:56 PM UTC
We have identified the cause of elevated error rates on the AI Agent API. During this period, some AI Agent requests may fail or be delayed, and automated responses on affected tickets may not be sent. Our team is actively working on a fix to restore full service.
- resolved Jul 16, 2026, 02:26 PM UTC
This incident has been resolved.
Major July 15, 2026 Store website and URLs sync failures 2d 3h Web App
Started Jul 15, 2026, 10:18 AM UTC· resolved Jul 17, 2026, 01:27 PM UTC
- investigating Jul 15, 2026, 10:18 AM UTC
Syncing content from the Store website and URLs sources in Knowledge is failing for many stores. We are investigating the issue. Existing content is not affected.
- identified Jul 16, 2026, 11:13 AM UTC
Syncing content from the Store website and URLs sources in Knowledge is failing for many stores. We are investigating the issue. Existing content is not affected.
- monitoring Jul 17, 2026, 12:01 PM UTC
We deployed a fix to solve the Store website sync issues. We are monitoring the situation.
- resolved Jul 17, 2026, 01:27 PM UTC
This incident has been resolved.
Major July 15, 2026 AI Agent knowledge retrieval degradation 10h 30m AI Agent
Started Jul 15, 2026, 08:00 AM UTC· resolved Jul 15, 2026, 06:30 PM UTC
- resolved Jul 15, 2026, 04:42 PM UTC
Between 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.
Major July 7, 2026 High Latency in Helpdesk 4h 14m REST API, Mobile Apps, us-central1-c433
Started Jul 07, 2026, 04:01 PM UTC· resolved Jul 07, 2026, 08:16 PM UTC
- investigating Jul 07, 2026, 04:01 PM UTC
We are currently investigating this issue.
- monitoring Jul 07, 2026, 06:20 PM UTC
A fix has been implemented and we are monitoring the results.
- resolved Jul 07, 2026, 08:16 PM UTC
This incident has been resolved.
Notice July 3, 2026 Files cannot be opened in the ticket attachments and pasted files 1h 23m Web App
Started Jul 03, 2026, 10:14 AM UTC· resolved Jul 03, 2026, 11:37 AM UTC
- investigating Jul 03, 2026, 10:14 AM UTC
We are currently investigating this issue.
- monitoring Jul 03, 2026, 10:33 AM UTC
A fix has been implemented and we are monitoring the results.
- resolved Jul 03, 2026, 11:37 AM UTC
This incident has been resolved.
Notice July 1, 2026 Helpdesk general slowness 2h 2m
Started Jul 01, 2026, 11:25 AM UTC· resolved Jul 01, 2026, 01:28 PM UTC
- investigating Jul 01, 2026, 11:25 AM UTC
We are currently investigating this issue.
- identified Jul 01, 2026, 12:37 PM UTC
We're working on deploying a fix
- resolved Jul 01, 2026, 01:28 PM UTC
This incident has been resolved.
Major June 29, 2026 Degraded performance of analytics services 55m
Started Jun 29, 2026, 04:03 PM UTC· resolved Jun 29, 2026, 04:59 PM UTC
- identified Jun 29, 2026, 04:03 PM UTC
Due to a traffic spike, some customers might experience long loading times for analytics. We have identified the root cause and pushed a fix. If you still experience issues, you should try reloading the application in the browser.
- monitoring Jun 29, 2026, 04:32 PM UTC
The root cause was addressed and we are currently monitoring the services.
- resolved Jun 29, 2026, 04:59 PM UTC
This incident has been resolved.