Gorgias outage history

We are currently investigating this issue.

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

This incident has been resolved.

We’re aware of a campaign targeting third-party apps on Shopify stores, where malicious code can be delivered to shoppers’ browsers through compromised app providers. After an initial investigation, we can confirm we have no evidence that Gorgias is affected. Our engineering team is actively monitoring the situation, and we are verifying the integrity of the scripts we serve to your storefront. We’ll send an update as soon as we have more information. In the meantime, we recommend reviewing the third-party apps installed on your store and checking Shopify’s guidance for any app you’re unsure about. If you see anything unusual related to Gorgias, contact us at [email protected].

Our engineering team continues to investigate the Shopify third-party app security campaign. At this point, we have no evidence that Gorgias has been affected. We are continuing to verify the integrity of our storefront scripts and monitor incoming customer reports. We will continue providing updates as our investigation progresses. If you notice any suspicious behavior related to Gorgias, please contact [email protected]

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.

Loop Returns has resolved their incident, and workflow actions that use Loop Returns are working normally again.

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

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.

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, the situation is coming back to normal progressively.

This incident has been resolved.

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

External LLM providers are facing high latency, affecting the time the AI Agent takes to respond.

External LLM providers are facing high latency, affecting the time the AI Agent takes to respond.

This incident has been resolved.

We are currently investigating this issue.

We identified the issue and currently actively working on the resolution.

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 are continuing to work on a fix for this issue.

This incident has been resolved.

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.