Aug <var data-var='date'>12</var>, <var data-var='time'>10:59</var> UTC Resolved - 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. Aug <var data-var='date'>11</var>, <var data-var='time'>14:31</var> UTC Monitoring - 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.

WhatsApp: Unexpected Ticket Activity

Aug <var data-var='date'>11</var>, <var data-var='time'>13:16</var> UTC Resolved - The issue has been resolved Aug <var data-var='date'>11</var>, <var data-var='time'>11:36</var> UTC Investigating - We are currently investigating this issue. Some users may experience issues during signup

CORS issues on signup

Jul <var data-var='date'>27</var>, <var data-var='time'>23:13</var> UTC Resolved - The traffic of Gmail notifications for our app is back at normal levels. Jul <var data-var='date'>27</var>, <var data-var='time'>23:01</var> UTC Monitoring - 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. Jul <var data-var='date'>27</var>, <var data-var='time'>22:30</var> UTC Investigating - We are currently investigating this issue.

Delayed email sync for Gmail integrations

Jul <var data-var='date'>22</var>, <var data-var='time'>13:13</var> UTC Resolved - A transient network issue has been resolved, and all queued requests have been processed. All services are now operational. Jul <var data-var='date'>22</var>, <var data-var='time'>12:51</var> UTC Monitoring - 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. Jul <var data-var='date'>22</var>, <var data-var='time'>12:35</var> UTC Investigating - 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.

Temporary unavailability of the e-commerce data service

Jul <var data-var='date'>17</var>, <var data-var='time'>18:51</var> UTC Resolved - This incident has been resolved. Jul <var data-var='date'>17</var>, <var data-var='time'>18:45</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. Jul <var data-var='date'>17</var>, <var data-var='time'>18:37</var> UTC Identified - We are continuing to work on a fix for this issue. Jul <var data-var='date'>17</var>, <var data-var='time'>18:10</var> UTC Investigating - We are currently investigating this issue. There might be lag on realtime updates on us-central1-df88

Realtime updates lagging on us-cental-d8ff cluster

Jul <var data-var='date'>17</var>, <var data-var='time'>13:27</var> UTC Resolved - This incident has been resolved. Jul <var data-var='date'>17</var>, <var data-var='time'>12:01</var> UTC Monitoring - We deployed a fix to solve the Store website sync issues. We are monitoring the situation. Jul <var data-var='date'>16</var>, <var data-var='time'>11:13</var> UTC Identified - 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. Jul <var data-var='date'>15</var>, <var data-var='time'>10:18</var> UTC Investigating - 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.

Store website and URLs sync failures

Jul <var data-var='date'>17</var>, <var data-var='time'>01:43</var> UTC 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.

Helpdesk service disruption on us-east1-2607

Jul <var data-var='date'>16</var>, <var data-var='time'>14:26</var> UTC Resolved - This incident has been resolved. Jul <var data-var='date'>16</var>, <var data-var='time'>13:56</var> UTC Investigating - 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.

[AI Agent][API] Elevated 5XX errors on the AI Agent API

Jul <var data-var='date'>15</var>, <var data-var='time'>16:42</var> UTC 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.

AI Agent knowledge retrieval degradation

Jul <var data-var='date'> 7</var>, <var data-var='time'>20:16</var> UTC Resolved - This incident has been resolved. Jul <var data-var='date'> 7</var>, <var data-var='time'>18:20</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. Jul <var data-var='date'> 7</var>, <var data-var='time'>16:01</var> UTC Investigating - We are currently investigating this issue.

High Latency in Helpdesk

Jul <var data-var='date'> 3</var>, <var data-var='time'>11:37</var> UTC Resolved - This incident has been resolved. Jul <var data-var='date'> 3</var>, <var data-var='time'>10:33</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. Jul <var data-var='date'> 3</var>, <var data-var='time'>10:14</var> UTC Investigating - We are currently investigating this issue.

Files cannot be opened in the ticket attachments and pasted files

Jul <var data-var='date'> 1</var>, <var data-var='time'>13:28</var> UTC Resolved - This incident has been resolved. Jul <var data-var='date'> 1</var>, <var data-var='time'>12:37</var> UTC Identified - We're working on deploying a fix Jul <var data-var='date'> 1</var>, <var data-var='time'>11:25</var> UTC Investigating - We are currently investigating this issue.

Helpdesk general slowness

Jun <var data-var='date'>29</var>, <var data-var='time'>16:59</var> UTC Resolved - This incident has been resolved. Jun <var data-var='date'>29</var>, <var data-var='time'>16:32</var> UTC Monitoring - The root cause was addressed and we are currently monitoring the services. Jun <var data-var='date'>29</var>, <var data-var='time'>16:03</var> UTC Identified - 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.

Degraded performance of analytics services

Jun <var data-var='date'>29</var>, <var data-var='time'>08:47</var> UTC Resolved - 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. Jun <var data-var='date'>29</var>, <var data-var='time'>07:53</var> UTC Identified - 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.

Delayed Search Results for Recent Tickets

Jun <var data-var='date'>25</var>, <var data-var='time'>16:40</var> UTC Resolved - 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. Jun <var data-var='date'>25</var>, <var data-var='time'>09:02</var> UTC Monitoring - 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. Jun <var data-var='date'>25</var>, <var data-var='time'>08:44</var> UTC Update - We are continuing to investigate this issue. Jun <var data-var='date'>25</var>, <var data-var='time'>08:26</var> UTC Investigating - 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.

europe-west3 — Stale views data and missing ticket counts

Jun <var data-var='date'>24</var>, <var data-var='time'>12:09</var> UTC Resolved - This incident has been resolved. Shopify fixed the outage on their side. Jun <var data-var='date'>24</var>, <var data-var='time'>11:46</var> UTC Update - We are continuing to monitor this issue. Jun <var data-var='date'>24</var>, <var data-var='time'>11:43</var> UTC Identified - 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.

Shopify degraded performance

Jun <var data-var='date'>22</var>, <var data-var='time'>15:22</var> UTC Resolved - A fix has been implemented and the chat is stable. Jun <var data-var='date'>22</var>, <var data-var='time'>14:55</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. Jun <var data-var='date'>22</var>, <var data-var='time'>14:50</var> UTC Investigating - We are currently investigating this issue.

Chat are not working properly

Jun <var data-var='date'>12</var>, <var data-var='time'>18:29</var> UTC Resolved - This incident has been resolved. Jun <var data-var='date'>12</var>, <var data-var='time'>14:58</var> UTC Monitoring - We are experiencing an outage on Meta side that affects outbound messages on Facebook, WhatsApp and Instagram. Jun <var data-var='date'>12</var>, <var data-var='time'>14:28</var> UTC Update - We are experiencing an outage on Meta side that affects outbound messages on Facebook, WhatsApp and Instagram. Jun <var data-var='date'>12</var>, <var data-var='time'>14:27</var> UTC Identified - We are experiencing an outage on Meta side that affects outbound messages on Facebook, WhatsApp and Instagram.

WhatsApp, Instagram and Facebook messages might be delayed

Jun <var data-var='date'>11</var>, <var data-var='time'>22:18</var> UTC Resolved - This incident has been resolved. Jun <var data-var='date'>11</var>, <var data-var='time'>22:14</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. Jun <var data-var='date'>11</var>, <var data-var='time'>21:44</var> UTC Identified - We are continuing to work on a fix for this issue.

Delays in HTTP integrations for some accounts

Jun <var data-var='date'> 7</var>, <var data-var='time'>06:39</var> UTC Resolved - 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. Jun <var data-var='date'> 7</var>, <var data-var='time'>06:10</var> UTC Update - We are continuing to investigate this issue. Jun <var data-var='date'> 7</var>, <var data-var='time'>06:03</var> UTC Investigating - 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.

Elevated latency in ecommerce data processing on the Australian region

Jun <var data-var='date'> 5</var>, <var data-var='time'>14:20</var> UTC Resolved - This incident has been resolved. Jun <var data-var='date'> 5</var>, <var data-var='time'>13:50</var> UTC Monitoring - 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.

Customer data in cluster us-east4-5f09 has lag

Jun <var data-var='date'> 5</var>, <var data-var='time'>11:25</var> UTC Resolved - This incident has been resolved. All events have been recovered Jun <var data-var='date'> 4</var>, <var data-var='time'>20:43</var> UTC Update - The issue has been resolved, and the service is operating normally again. We are currently reprocessing historical events to fully complete the incident resolution. Jun <var data-var='date'> 4</var>, <var data-var='time'>20:37</var> UTC Monitoring - The issue has been resolved, and the service is operating normally again. We are currently reprocessing historical events to fully complete the incident resolution. Jun <var data-var='date'> 4</var>, <var data-var='time'>20:37</var> UTC Identified - The issue has been resolved, and the service is operating normally again. We are currently reprocessing historical events to fully complete the incident resolution. Jun <var data-var='date'> 4</var>, <var data-var='time'>16:52</var> UTC Update - 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. Jun <var data-var='date'> 4</var>, <var data-var='time'>16:51</var> UTC Monitoring - A fix has been implemented and we are monitoring the results. Jun <var data-var='date'> 4</var>, <var data-var='time'>16:06</var> UTC Identified - 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.

brief delay in subscription & invoice updates

May <var data-var='date'>28</var>, <var data-var='time'>06:07</var> UTC Resolved - This incident has been resolved. May <var data-var='date'>27</var>, <var data-var='time'>16:52</var> UTC Monitoring - 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 May <var data-var='date'>27</var>, <var data-var='time'>15:28</var> UTC Identified - Due to third party LLM provider outage, we are experiencing degraded performance, higher latency for AI Agent and Ticket Translation

AI Agent degraded performance

May <var data-var='date'>27</var>, <var data-var='time'>18:02</var> UTC Resolved - This incident has been resolved. May <var data-var='date'>27</var>, <var data-var='time'>14:34</var> UTC Identified - We've confirmed that some of the AI Agent's conversations are handed over due to a partial degradation of the OpenAI's API. May <var data-var='date'>27</var>, <var data-var='time'>14:25</var> UTC Update - 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. May <var data-var='date'>27</var>, <var data-var='time'>14:20</var> UTC Investigating - 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.

AI Agent - Too many handovers

May <var data-var='date'>21</var>, <var data-var='time'>16:03</var> UTC Resolved - Incident is resolved. May <var data-var='date'>21</var>, <var data-var='time'>14:40</var> UTC Identified - We found the root cause, redeploying a previous version of the Helpdesk as a fix. No data was lost. May <var data-var='date'>21</var>, <var data-var='time'>14:24</var> UTC Investigating - We are currently investigating this issue.

Is Gorgias down?

Gorgias status is UP

Lastest published events

WhatsApp: Unexpected Ticket Activity

CORS issues on signup

Delayed email sync for Gmail integrations

Gorgias Services, Components and Regions

Recent Gorgias events

WhatsApp: Unexpected Ticket Activity

CORS issues on signup

Delayed email sync for Gmail integrations

Temporary unavailability of the e-commerce data service

Realtime updates lagging on us-cental-d8ff cluster

Store website and URLs sync failures