Gorgias Outage History

Started Jun 29, 2026, 07:53 AM UTC· resolved Jun 29, 2026, 08:47 AM UTC

1. identified Jun 29, 2026, 07:53 AM UTC

   We identified an issue affecting ticket search. Since approximately 9:19 AM CEST, search results may not include the most recent tickets or reflect the latest updates to existing tickets. Tickets themselves are not affected — they are being received and processed normally, and all functionality outside of search continues to work as expected.

2. resolved Jun 29, 2026, 08:47 AM UTC

   Ticket search is now up to date. Between 9:19 AM and 10:34 AM CEST, recently created or updated tickets may not have appeared in search results due to an infrastructure issue on one cluster. This has been fixed and all pending updates have processed. Tickets themselves were never affected.

Read the full incident report →

Started Jun 25, 2026, 08:26 AM UTC· resolved Jun 25, 2026, 04:40 PM UTC

1. investigating Jun 25, 2026, 08:26 AM UTC

   Customers in the europe-west3 cluster may experience stale data in their views — including incorrect or missing ticket counts. Other regions are not impacted. Our team is actively working on a fix and will provide an update once resolved.

2. investigating Jun 25, 2026, 08:44 AM UTC

   We are continuing to investigate this issue.

3. monitoring Jun 25, 2026, 09:02 AM UTC

   We have mitigated the issue affecting views in the europe-west3 cluster. Ticket counts and view data should now be updating, however performance is still degraded and updates may take longer than usual. We are monitoring the situation and will deploy a definitive fix to fully resolve the issue.

4. resolved Jun 25, 2026, 04:40 PM UTC

   This incident is resolved. As of 12:57 CEST (10:57 UTC), views and ticket counts in the europe-west3 cluster are fully operational and updating normally again. We deployed changes to improve data ingestion reliability and confirmed that view data and ticket counts are accurate and up to date. Performance has returned to normal. Other regions were never impacted. We're sorry for any inconvenience this may have caused, and thank you for your patience.

Read the full incident report →

Started Jun 24, 2026, 11:43 AM UTC· resolved Jun 24, 2026, 12:09 PM UTC

1. identified Jun 24, 2026, 11:43 AM UTC

   We identified that the Shopify API is experiencing some degraded performance. That means some of our customers may experience some issues in regards to the Shopify actions. That includes the manual actions and the actions that are performed by the AI agent on Shopify, but also the historical sync. Shopify status page: https://www.shopifystatus.com/. We will provide the next update in 1 hour.

2. identified Jun 24, 2026, 11:46 AM UTC

   We are continuing to monitor this issue.

3. resolved Jun 24, 2026, 12:09 PM UTC

   This incident has been resolved. Shopify fixed the outage on their side.

Read the full incident report →

Started Jun 22, 2026, 02:50 PM UTC· resolved Jun 22, 2026, 03:22 PM UTC

1. investigating Jun 22, 2026, 02:50 PM UTC

   We are currently investigating this issue.

2. monitoring Jun 22, 2026, 02:55 PM UTC

   A fix has been implemented and we are monitoring the results.

3. resolved Jun 22, 2026, 03:22 PM UTC

   A fix has been implemented and the chat is stable.

Read the full incident report →

Started Jun 12, 2026, 02:27 PM UTC· resolved Jun 12, 2026, 06:29 PM UTC

1. identified Jun 12, 2026, 02:27 PM UTC

   We are experiencing an outage on Meta side that affects outbound messages on Facebook, WhatsApp and Instagram.

2. identified Jun 12, 2026, 02:28 PM UTC

   We are experiencing an outage on Meta side that affects outbound messages on Facebook, WhatsApp and Instagram.

3. monitoring Jun 12, 2026, 02:58 PM UTC

   We are experiencing an outage on Meta side that affects outbound messages on Facebook, WhatsApp and Instagram.

4. resolved Jun 12, 2026, 06:29 PM UTC

   This incident has been resolved.

Read the full incident report →

Started Jun 11, 2026, 09:44 PM UTC· resolved Jun 11, 2026, 10:18 PM UTC

1. identified Jun 11, 2026, 09:44 PM UTC

   We are continuing to work on a fix for this issue.

2. monitoring Jun 11, 2026, 10:14 PM UTC

   A fix has been implemented and we are monitoring the results.

3. resolved Jun 11, 2026, 10:18 PM UTC

   This incident has been resolved.

Read the full incident report →

Started Jun 07, 2026, 06:03 AM UTC· resolved Jun 07, 2026, 06:39 AM UTC

1. investigating Jun 07, 2026, 06:03 AM UTC

   We are currently investigating elevated latency in ecommerce data processing affecting customers in the **Australia Southeast** region. Starting around 04:00 UTC on June 7, an unexpected surge in ecommerce events caused a backlog in our internal processing pipeline. As a result, ecommerce data (orders, customer events, and related updates) may be delayed by up to ~1 hour compared to real-time for affected customers. No data loss is expected — messages are queued and being processed. The backlog is actively draining and we are monitoring the situation closely. We will provide an update once processing has returned to normal. We apologize for the inconvenience.

2. investigating Jun 07, 2026, 06:10 AM UTC

   We are continuing to investigate this issue.

3. resolved Jun 07, 2026, 06:39 AM UTC

   Resolved — Between 04:00 and 06:37 UTC on June 7, some customers may have experienced delays in ecommerce data updates within Gorgias. The issue has been fully resolved and all systems are operating normally. We apologize for any inconvenience caused.

Read the full incident report →

Started Jun 05, 2026, 01:50 PM UTC· resolved Jun 05, 2026, 02:20 PM UTC

1. monitoring Jun 05, 2026, 01:50 PM UTC

   We are receiving a surge of data which is causing the customer consumer data lag of about 1h. We are monitoring the data and will send another update in the next 2h.

2. resolved Jun 05, 2026, 02:20 PM UTC

   This incident has been resolved.

Read the full incident report →

Started Jun 04, 2026, 04:06 PM UTC· resolved Jun 05, 2026, 11:25 AM UTC

1. identified Jun 04, 2026, 04:06 PM UTC

   We're investigating delays in receiving and processing new incoming messages across channels. No messages are being lost, and all affected messages will be processed once the issue is resolved. Sending messages and handling of existing conversations remain unaffected.

2. monitoring Jun 04, 2026, 04:51 PM UTC

   A fix has been implemented and we are monitoring the results.

3. monitoring Jun 04, 2026, 04:52 PM UTC

   We've identified the issue. Incoming messages and conversations were not affected and continued to work normally throughout the incident. The issue was limited to a background billing process, which briefly delayed some subscription and invoice updates. No data was lost, and the delayed updates are being processed automatically. A fix is currently rolling out, and we're monitoring the system until the issue is fully resolved.

4. identified Jun 04, 2026, 08:37 PM UTC

   The issue has been resolved, and the service is operating normally again. We are currently reprocessing historical events to fully complete the incident resolution.

5. monitoring Jun 04, 2026, 08:37 PM UTC

   The issue has been resolved, and the service is operating normally again. We are currently reprocessing historical events to fully complete the incident resolution.

6. monitoring Jun 04, 2026, 08:43 PM UTC

   The issue has been resolved, and the service is operating normally again. We are currently reprocessing historical events to fully complete the incident resolution.

7. resolved Jun 05, 2026, 11:25 AM UTC

   This incident has been resolved. All events have been recovered

Read the full incident report →

Started May 27, 2026, 03:28 PM UTC· resolved May 28, 2026, 06:07 AM UTC

1. identified May 27, 2026, 03:28 PM UTC

   Due to third party LLM provider outage, we are experiencing degraded performance, higher latency for AI Agent and Ticket Translation

2. monitoring May 27, 2026, 04:52 PM UTC

   We changed the LLM service provider and we are monitoring the situation, we are seeing gradual improvement. The default one is still having an open incident

3. resolved May 28, 2026, 06:07 AM UTC

   This incident has been resolved.

Read the full incident report →

Started May 27, 2026, 02:20 PM UTC· resolved May 27, 2026, 06:02 PM UTC

1. investigating May 27, 2026, 02:20 PM UTC

   We are currently investigating this issue. It's most likely related to an outage on the OpenAI API, despite they haven't about it on their status page.

2. investigating May 27, 2026, 02:25 PM UTC

   We are currently investigating this issue. It's most likely related to an outage on the OpenAI API, despite they haven't communicated about it yet.

3. identified May 27, 2026, 02:34 PM UTC

   We've confirmed that some of the AI Agent's conversations are handed over due to a partial degradation of the OpenAI's API.

4. resolved May 27, 2026, 06:02 PM UTC

   This incident has been resolved.

Read the full incident report →

Started May 21, 2026, 02:24 PM UTC· resolved May 21, 2026, 04:03 PM UTC

1. investigating May 21, 2026, 02:24 PM UTC

   We are currently investigating this issue.

2. identified May 21, 2026, 02:40 PM UTC

   We found the root cause, redeploying a previous version of the Helpdesk as a fix. No data was lost.

3. resolved May 21, 2026, 04:03 PM UTC

   Incident is resolved.

Read the full incident report →

Started May 21, 2026, 07:21 AM UTC· resolved May 21, 2026, 08:41 AM UTC

1. investigating May 21, 2026, 07:21 AM UTC

   We are currently investigating this issue.

2. monitoring May 21, 2026, 08:12 AM UTC

   A fix has been implemented and we are monitoring the results.

3. resolved May 21, 2026, 08:41 AM UTC

   This incident has been resolved.

Read the full incident report →

Started May 18, 2026, 02:47 AM UTC· resolved May 18, 2026, 05:32 AM UTC

1. investigating May 18, 2026, 02:47 AM UTC

   Ticket view count are not updating correctly for some accounts. We are currently investigating this issue.

2. identified May 18, 2026, 03:46 AM UTC

   We're still working on a fix for this issue. In the meantime, a hard refresh — Cmd + Shift + R on Mac, or Ctrl + Shift + R on Windows — should clear it up. Sorry for the inconvenience.

3. resolved May 18, 2026, 05:32 AM UTC

   This incident has been resolved.

Read the full incident report →

Started May 07, 2026, 02:24 AM UTC· resolved May 07, 2026, 04:01 AM UTC

1. investigating May 07, 2026, 02:24 AM UTC

   We are currently investigating this issue.

2. identified May 07, 2026, 02:43 AM UTC

   We are continuing to work on a fix for this issue.

3. monitoring May 07, 2026, 03:53 AM UTC

   A fix has been implemented and we are monitoring the results.

4. resolved May 07, 2026, 04:01 AM UTC

   This incident has been resolved.

Read the full incident report →

Started May 06, 2026, 06:34 AM UTC· resolved May 06, 2026, 07:22 AM UTC

1. investigating May 06, 2026, 06:34 AM UTC

   We are currently investigating this issue causing delayed ticket search results.

2. monitoring May 06, 2026, 07:00 AM UTC

   A fix has been implemented and we are monitoring the results.

3. resolved May 06, 2026, 07:22 AM UTC

   This incident has been resolved.

Read the full incident report →

Started Apr 24, 2026, 02:58 PM UTC· resolved Apr 24, 2026, 03:50 PM UTC

1. investigating Apr 24, 2026, 02:58 PM UTC

   We are currently investigating this issue.

2. monitoring Apr 24, 2026, 03:24 PM UTC

   A fix has been deployed, we are monitoring to ensure continuation of service

3. resolved Apr 24, 2026, 03:50 PM UTC

   This incident has been resolved.

Read the full incident report →

Started Apr 17, 2026, 07:07 AM UTC· resolved Apr 17, 2026, 11:15 AM UTC

1. investigating Apr 17, 2026, 07:07 AM UTC

   New messages are not processed in real time; delayed message routing for channel and ecommerce integrations We are currently investigating this issue.

2. investigating Apr 17, 2026, 07:45 AM UTC

   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.

3. investigating Apr 17, 2026, 10:18 AM UTC

   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.

4. monitoring Apr 17, 2026, 10:47 AM UTC

   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.

5. resolved Apr 17, 2026, 11:15 AM UTC

   This incident has been resolved.

Read the full incident report →

Started Apr 09, 2026, 05:18 PM UTC· resolved Apr 09, 2026, 06:01 PM UTC

1. monitoring Apr 09, 2026, 05:18 PM UTC

   We are continuing to work on a fix for this issue.

2. resolved Apr 09, 2026, 06:01 PM UTC

   This incident has been resolved.

Read the full incident report →

Started Apr 09, 2026, 12:19 PM UTC· resolved Apr 10, 2026, 08:44 AM UTC

1. investigating Apr 09, 2026, 12:19 PM UTC

   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.

2. identified Apr 09, 2026, 03:53 PM UTC

   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.

3. monitoring Apr 09, 2026, 08:43 PM UTC

   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.

4. resolved Apr 10, 2026, 08:44 AM UTC

   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.

Read the full incident report →

Started Apr 09, 2026, 10:42 AM UTC· resolved Apr 09, 2026, 11:24 AM UTC

1. investigating Apr 09, 2026, 10:42 AM UTC

   We are currently investigating this issue.

2. resolved Apr 09, 2026, 11:24 AM UTC

   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.

Read the full incident report →

Started Apr 06, 2026, 10:42 PM UTC· resolved Apr 07, 2026, 04:32 AM UTC

1. investigating Apr 06, 2026, 10:42 PM UTC

   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.

2. identified Apr 07, 2026, 01:47 AM UTC

   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.

3. monitoring Apr 07, 2026, 02:56 AM UTC

   We’ve mitigated for the issue and we’re continuing to monitor closely and will share any further updates if needed.

4. resolved Apr 07, 2026, 04:32 AM UTC

   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.

Read the full incident report →

Started Apr 03, 2026, 12:46 PM UTC· resolved Apr 03, 2026, 04:25 PM UTC

1. identified Apr 03, 2026, 12:46 PM UTC

   We are continuing to work on a fix for this issue.

2. monitoring Apr 03, 2026, 12:52 PM UTC

   A fix has been implemented and we are monitoring the results.

3. resolved Apr 03, 2026, 04:25 PM UTC

   A fix has been implemented and we are monitoring the results.

Read the full incident report →

Started Mar 27, 2026, 10:49 AM UTC· resolved Mar 27, 2026, 10:49 AM UTC

1. resolved Mar 27, 2026, 10:49 AM UTC

   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.

Read the full incident report →

Started Mar 26, 2026, 04:00 PM UTC· resolved Mar 26, 2026, 04:38 PM UTC

1. investigating Mar 26, 2026, 04:00 PM UTC

   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.

2. identified Mar 26, 2026, 04:25 PM UTC

   We have identified the problem and are continuing to work on a fix for this issue.

3. resolved Mar 26, 2026, 04:38 PM UTC

   The problem has been fixed. AI Agent has resumed processing email tickets. The incident has been resolved.

Read the full incident report →