Gorgias change history

Gorgias reported a major incident: Aircall V2 was not creating tickets, affecting customers using the integration. It started at 2026-10-07 08:57 UTC and was resolved at 2026-10-08 12:27 UTC, lasting 27 h 29 min. Aircall, which manages the integration, applied a fix; Gorgias monitored traffic before confirming resolution.

Gorgias reported a major latency incident affecting AI Agent and Automate - AI Agent, slowing AI Agent responses due to high latency at external LLM providers. It started at 2026-09-30 17:21 UTC and was marked resolved at 2026-09-30 20:59 UTC, lasting 3 h 38 min; no fix was stated.

Gorgias reported a major incident affecting customer sidebar search in Helpdesk - Web App and Web App. It started at 2026-09-16 12:51 UTC and was resolved at 2026-09-16 14:05 UTC, lasting 1 h 14 min; no cause or specific fix was stated.

Gorgias reported a major incident affecting ticket closing in Helpdesk - Web App and Web App, starting 2026-09-15 10:42 UTC and lasting 46 min until resolution at 2026-09-15 11:28 UTC. A fix was implemented at 2026-09-15 11:06 UTC; no cause was stated.

Gorgias reported a major degradation delaying Instagram direct message ingestion from 2026-09-02 14:49 UTC to 2026-09-02 19:11 UTC, lasting 4 h 22 min. Messages were not lost but arrived later than usual. A fix was implemented at 18:03 UTC, and the incident was resolved.

Gorgias reported a major Voice degradation starting 2026-09-01 17:05 UTC due to a Twilio incident, causing failed or delayed calls and inaccurate call test results for some customers. SMS, email, chat and helpdesk were unaffected. Resolved at 2026-09-01 18:00 UTC after 54 min, Voice functionality and call test results returned to normal.

Gorgias reported a major cloud service provider network incident potentially affecting a subset of customers, with Live Chat, REST API and Google Cloud Networking listed as affected components. It started at 2026-09-01 15:19 UTC and was resolved at 2026-09-01 18:59 UTC, lasting 3 h 39 min.

Gorgias reported a major incident causing ticket, order and product searches to show outdated results in the Helpdesk Web App and us-east1-c94b. It started at 2026-08-27 16:22 UTC and was resolved at 2026-08-27 17:02 UTC, with a computed duration of 39 min; a fix was implemented at 16:43 UTC.

Replayed WhatsApp webhooks reopened tickets and created duplicates; Gorgias rated impact major and reported disruption August 10, between 4:30 PM and 8:00 PM UTC. The incident record ran from 2026-08-11 14:31 UTC to 2026-08-12 10:59 UTC (20 h 27 min). Normal processing resumed; incident-generated billable tickets were removed from affected merchants' billing counts.

Gorgias reported a major incident involving CORS issues during signup, affecting some users. It started at 2026-08-11 11:36 UTC and was resolved at 2026-08-11 13:16 UTC, with a reported duration of 1 h 39 min; no cause or specific fix was stated.

Gorgias reported a major Gmail integration degradation that delayed email syncing from 2026-07-27 23:01 UTC to 2026-07-27 23:13 UTC, lasting 12 min. Gmail notifications resumed without changes by Gorgias, restoring normal syncing and ticket creation from new emails; Gorgias found no issue with its systems and suggested an external cause.

Gorgias reported a major outage that made some e-commerce data unavailable after a database became temporarily unavailable. The incident started at 2026-07-22 12:35 UTC and was resolved at 2026-07-22 13:13 UTC, lasting 37 min. Gorgias said a transient network issue was resolved, all queued requests were processed, and all services were operational.

Gorgias reported a major AI Agent API incident from 2026-07-16 13:56 UTC to 2026-07-16 14:26 UTC, lasting 29 min. Elevated 5XX errors meant some requests could fail or be delayed, and automated responses on affected tickets might not be sent. The incident was resolved; no specific cause or fix was disclosed.

Gorgias reported major AI Agent knowledge-retrieval failures between 08:00 and 18:30 UTC on July 14: Help Center articles and guidance were intermittently missed, allowing context-only answers. A third-party ML provider infrastructure issue caused the failures; the incident record started and resolved at 2026-07-15 16:42 UTC (computed duration: 0 min).

Gorgias reported a major outage affecting Knowledge content syncing from Store website and URLs sources for many stores; existing content was unaffected. It started 2026-07-15 10:18 UTC and lasted 2 days 3 h, resolving 2026-07-17 13:27 UTC after Gorgias deployed a fix for Store website sync issues.

Gorgias reported major Helpdesk latency affecting us-central1-c433, Mobile Apps and REST API from 2026-07-07 16:01 UTC to 2026-07-07 20:16 UTC, lasting 4 h 14 min. A fix was implemented by 07-07 18:20 UTC, followed by monitoring and resolution; customers using the affected services faced degraded performance.

Gorgias reported major analytics degradation starting 2026-06-29 16:03 UTC, with some customers experiencing long loading times due to a traffic spike. A fix was pushed, and affected customers were advised to reload the browser application. The incident was resolved at 2026-06-29 16:59 UTC; the reported duration was 55 min.

Gorgias reported a critical incident affecting Helpdesk Integrations - Live Chat and Live Chat, which were not working properly from 2026-06-22 14:50 UTC to 2026-06-22 15:22 UTC (32 min). A fix was implemented, and Gorgias confirmed chat was stable at resolution.

Gorgias reported a major outage affecting outbound Facebook, WhatsApp and Instagram messages, attributed to an outage on Meta’s side. It started at 2026-06-12 14:27 UTC and was resolved at 2026-06-12 18:29 UTC, lasting 4 h 2 min.

Gorgias reported major delays in HTTP integrations for some accounts from 2026-06-11 21:44 UTC to 2026-06-11 22:18 UTC, lasting 34 min. A fix was implemented at 2026-06-11 22:14 UTC, and the incident was subsequently resolved.

Gorgias reported a major degradation affecting AI Agent and Ticket Translation, with higher latency caused by a third-party LLM provider outage. It started at 2026-05-27 15:28 UTC and was resolved at 2026-05-28 06:07 UTC, lasting 14 h 38 min. Gorgias switched LLM providers and reported gradual improvement before resolution.

Gorgias reported a major AI Agent degradation causing some conversations to be handed over due to a confirmed partial degradation of OpenAI's API. It started at 2026-05-27 14:20 UTC and was resolved at 2026-05-27 18:02 UTC, lasting 3 h 41 min.

Some merchants reported orders missing from Gorgias widgets/search, affecting the Shopify integration. The vendor rated the incident major; it lasted 1 h 39 min, from 2026-05-21 14:24 UTC to 2026-05-21 16:03 UTC. Gorgias reported redeploying a previous Helpdesk version as a fix and stated no data was lost.

Ticket Search was delayed on Helpdesk Clusters - europe-west4-e7f4 in a major-impact incident from 2026-05-21 07:21 UTC to 2026-05-21 08:41 UTC, lasting 1 h 19 min. Gorgias implemented a fix at 2026-05-21 08:12 UTC and subsequently marked the incident resolved.

Gorgias reported a major incident in which the account signup form returned errors, affecting account registration. It started at 2026-04-24 14:58 UTC and was resolved at 2026-04-24 15:50 UTC, lasting 51 min; Gorgias deployed a fix and monitored service before resolving the incident.

Gorgias reported a major degradation delaying incoming messages, channel routing and ecommerce events, caused by an internal messaging broker failure on us-east1-635c. The incident started at 2026-04-17 07:07 UTC and was resolved at 2026-04-17 11:15 UTC, lasting 4 h 8 min; channel queues cleared and ecommerce processing returned to nominal throughput before resolution.

Gorgias reported a major partial outage on the europe-west1-c511 cluster affecting Helpdesk - Mobile Apps, Helpdesk - Web App, Mobile Apps, and Web App. It started at 2026-04-09 17:18 UTC and was resolved at 2026-04-09 18:01 UTC, lasting 43 min; no cause or specific fix was stated.

Gorgias reported major Helpdesk degradation affecting 10% of customers following migration, delaying updates or losing data. Started 2026-04-09 12:19 UTC and resolved 2026-04-10 08:44 UTC (20 h 24 min). Initial inbound recovery completed, but outbound messages and replies sent April 9th, 9:18 AM–12:15 PM UTC will not be visible in Gorgias.

Some Europe-hosted Gorgias Helpdesks stopped showing live updates in the interface during a major-impact incident starting 2026-04-09 10:42 UTC and resolved at 2026-04-09 11:24 UTC, lasting 41 min. Gorgias said only UI refresh was affected and no data was lost.

Gorgias reported a major Helpdesk customer-search degradation affecting us-central1-d8ff: recently created or updated records could appear incorrectly. It started at 2026-04-06 22:42 UTC and resolved at 2026-04-07 04:32 UTC, lasting 5 h 49 min. Gorgias addressed a specific payload blocking search index updates and confirmed normal operation.

Gorgias reported a major incident in which automation rules were not triggering, affecting customers relying on those rules. It started at 2026-04-03 12:46 UTC and was resolved at 2026-04-03 16:25 UTC, lasting 3 h 39 min; Gorgias reported implementing a fix and monitoring results at 04-03 12:52 UTC.

Gorgias reported a major billing incident affecting some Automation usage events from March 16 to March 20, 2026, involving duplicate billing events. The incident record started and resolved at 2026-03-27 10:49 UTC (recorded duration: 0 min); duplicate events stopped, while customer billing impact remained under assessment, with corrective actions promised where needed.

Gorgias reported a major AI Agent outage from 2026-03-26 16:00 UTC to 2026-03-26 16:38 UTC, lasting 38 min. Incoming email tickets remained open and unassigned, requiring agents to manually triage and assign affected tickets. Gorgias confirmed the problem was fixed and AI Agent resumed processing email tickets.

Gorgias reported a major incident delaying AI Agent and Automation analytics, affecting AI Agent and Automate - AI Agent. It started at 2026-03-20 15:55 UTC and was resolved at 2026-03-20 19:22 UTC, lasting 3 h 26 min; no cause or fix was stated.