Gorgias outage history

We are investigating an issue that may prevent new Gorgias accounts to create Help Centers

Incident has been resolved

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.

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

This incident has been resolved.

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.

The incident affecting our upstream telephony provider, Twilio, has been resolved. Voice call functionality in Gorgias has returned to normal, including call test results.

We are currently investigating this issue.

We are seeing signs of recovery, we are continuing to monitor our services

This incident has been resolved.

We are currently investigating this issue.

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

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

This incident has been resolved.

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.

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.

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.

We are currently investigating this issue. Some users may experience issues during signup

The issue has been resolved

We are currently investigating this issue.

Gmail integrations have resumed syncing normally and new emails are creating tickets as expected. Notifications 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.

The traffic of Gmail notifications for our app is back at normal levels.

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.

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.

A transient network issue has been resolved, and all queued requests have been processed. All services are now operational.

We are currently investigating this issue. There might be lag on realtime updates on us-central1-df88

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

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

This incident has been resolved.

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.

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.

This incident has been resolved.

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.

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.

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.

We deployed a fix to solve the Store website sync issues. We are monitoring the situation.

This incident has been resolved.

We are currently investigating this issue.

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

This incident has been resolved.

We are currently investigating this issue.

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

This incident has been resolved.

We are currently investigating this issue.

We're working on deploying a fix

This incident has been resolved.

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.

The root cause was addressed and we are currently monitoring the services.

This incident has been resolved.

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.

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.

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.

We are continuing to investigate this issue.

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.

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.