Gorgias Outage History
Gorgias is up right nowPingoru has recorded 93 incidents for Gorgias: 86 in the last 12 months and 16 in the last 90 days.
Show as a table
| Month | Incidents | Hours with an open incident |
|---|---|---|
| April 2026 | 7 | 36 of 720 (5%) |
| May 2026 | 7 | 24 of 744 (3%) |
| June 2026 | 10 | 36 of 720 (5%) |
| July 2026 | 10 | 63 of 744 (8%) |
| August 2026 | 3 | 23 of 744 (3%) |
| September 2026 | 8 | 16 of 720 (2%) |
| October 2026 | 4 | 107 of 593 (18%) |
Incidents, newest first
Major November 14, 2025 Help centers are not loading 1h 31m AI Agent, Customer Help Center website
Started Nov 14, 2025, 11:57 AM UTC· resolved Nov 14, 2025, 01:29 PM UTC
- investigating Nov 14, 2025, 11:57 AM UTC
We are currently investigating this issue.
- identified Nov 14, 2025, 12:30 PM UTC
We found a root cause of the issue and working on the fix
- monitoring Nov 14, 2025, 12:50 PM UTC
The fix is being rolled out progressively, and we can see that help centers are starting to load one by one
- resolved Nov 14, 2025, 01:29 PM UTC
This incident has been resolved.
Major November 14, 2025 Asychronous process delayed in us-east1-635c Cluster 2h 42m
Started Nov 14, 2025, 12:02 AM UTC· resolved Nov 14, 2025, 02:44 AM UTC
- identified Nov 14, 2025, 12:02 AM UTC
We are continuing to work on a fix for this issue.
- identified Nov 14, 2025, 12:13 AM UTC
We are continuing to work on a fix for this issue.
- monitoring Nov 14, 2025, 12:24 AM UTC
A fix has been implemented and we are monitoring the results.
- resolved Nov 14, 2025, 02:44 AM UTC
No more on-going issues.
Major November 13, 2025 Voice Statistic outdated 1h 32m Native Phone
Started Nov 13, 2025, 01:29 PM UTC· resolved Nov 13, 2025, 03:01 PM UTC
- identified Nov 13, 2025, 01:29 PM UTC
Calls are not affected, only statistic.We identified issue and working on solution.
- resolved Nov 13, 2025, 03:01 PM UTC
Issue has been resolved and latest statistical data should be visible.
Major November 11, 2025 AI agent replies might refer to stale Shopify information 3h 52m AI Agent, europe-west3-86c1
Started Nov 11, 2025, 03:45 PM UTC· resolved Nov 11, 2025, 07:37 PM UTC
- identified Nov 11, 2025, 03:45 PM UTC
Our ecommerce data synchronization component for the AI Agent is experiencing delays in europe-west3-86c1 cluster. Shoppers can get the replies referring to the stale Shopify information, such as not accounting for the last orders or the latest status updates. We are continuing to work on a solution to resolve this issue.
- monitoring Nov 11, 2025, 07:11 PM UTC
A fix has been implemented, and we are monitoring the results.
- resolved Nov 11, 2025, 07:37 PM UTC
This incident has been resolved.
Major November 11, 2025 Stats not loading 51m
Started Nov 11, 2025, 03:13 PM UTC· resolved Nov 11, 2025, 04:05 PM UTC
- investigating Nov 11, 2025, 03:13 PM UTC
We are currently investigating this issue.
- monitoring Nov 11, 2025, 03:19 PM UTC
We are currently investigating this issue.
- resolved Nov 11, 2025, 04:05 PM UTC
We issue has been resolved.
Major November 4, 2025 Users are not receiving notifications 29m
Started Nov 04, 2025, 07:08 AM UTC· resolved Nov 04, 2025, 07:37 AM UTC
- identified Nov 04, 2025, 07:08 AM UTC
Our team has been notified of users receiving notifications and not being able to view notifications on the platform. We are actually investigating the issue and are working towards resolving this.
- identified Nov 04, 2025, 07:11 AM UTC
Our team has been notified of users not receiving notifications and not being able to view notifications on the platform. We are currently investigating the issue and are working towards resolving this.
- resolved Nov 04, 2025, 07:37 AM UTC
We can now confirm that users are once again able to see and receive notifications on the platform and the incident has been resolved. We appreciate your patience and apologize for the inconvenience caused.
Minor November 3, 2025 Redis for "phrase" ML service is OOM –
Started Nov 03, 2025, 09:00 AM UTC· resolved Nov 03, 2025, 09:00 AM UTC
- resolved Nov 03, 2025, 02:02 PM UTC
the endpoint POST /phrase/prediction has a high error rate on production caused by the redis db going OOM. A surge in requests exceeded the memory capacity.
Minor October 27, 2025 Delay in receiving the realtime updates for the changes in the Customer widget 1h 5m Web App, us-east1-c94b
Started Oct 27, 2025, 04:15 PM UTC· resolved Oct 27, 2025, 05:20 PM UTC
- identified Oct 27, 2025, 04:15 PM UTC
We are experiencing delays in receiving real-time updates for changes to the Customer widget. We are currently working on mitigating the issue.
- monitoring Oct 27, 2025, 04:57 PM UTC
The issue has been mitigated, and we will continue to monitor the results. The latency for real-time updates should be back to normal.
- resolved Oct 27, 2025, 05:20 PM UTC
This incident has been resolved.
Critical October 21, 2025 Delay processing Shopify updates 2h 28m
Started Oct 21, 2025, 09:27 AM UTC· resolved Oct 21, 2025, 11:56 AM UTC
- monitoring Oct 21, 2025, 09:27 AM UTC
We continued to monitor and measure the performance of the workaround that we set in place. We managed to process all the messages from Shopify, so there shouldn't be any more delays. We are still monitoring the situation and making sure that the impact is minimal.
- resolved Oct 21, 2025, 11:56 AM UTC
All the systems are now fully operational.
- postmortem Oct 22, 2025, 09:37 AM UTC
**Incident Report: Delayed Shopify Updates and reduced AI Agent Performance** **What Happened** On October 20th, 2025, one of the world’s largest cloud infrastructure providers experienced a major outage affecting multiple regions. As a result, Gorgias experienced an incident that caused AI Agent automation delays, response errors, elevated latency receiving and answering to messages, as well as delayed processing of Shopify updates for some customers, primarily those based in the United States. **How We Responded** Our monitoring systems and support reports quickly indicated anomalies in Shopify update processing and AI Agent activity. An incident was declared, and the Engineering teams were mobilized to investigate and mitigate the issue. * The team identified the problem as originating from a third-party service ongoing degradation, which prevented normal configuration updates. * We temporarily limited certain operations to reduce risk and prevent cascading failures. * Once our third-party service restored normal operations and event delivery resumed, our systems automatically recovered, and Shopify updates caught up to real-time processing. * The incident was fully resolved by October 21st, with all systems verified to be functioning normally. **Why This Happened** This incident was caused by a third-party outage, which temporarily interrupted the configuration updates used by several Gorgias services. Our internal systems remained operational but were dependent on configuration data that was temporarily unavailable or outdated, leading to unexpected behavior until recovery was complete. **What We’re Doing to Prevent This in the Future** We are taking several actions to strengthen the resilience of our systems and reduce our dependency on external service availability: * **More independence from external tools** * We’re improving how our systems handle settings and configurations so they can keep working normally even if one of our external providers is having issues. * **Built-in safety controls** * We’re adding safeguards that automatically switch systems into a safe, reliable mode whenever a connected service or data source becomes temporarily unavailable. **Our Commitment** We sincerely apologize for the disruption this incident may have caused to your business. Reliability is our highest priority, and we are taking concrete steps to ensure the stability of our systems moving forward. If you have any questions or concerns, please don’t hesitate to contact our Support team. Thank you for your understanding and trust.
Critical October 20, 2025 Delay with processing Chat messages, AI agent answers and executing Flows 4h 38m us-east1-635c, AI Agent, us-east4-65cd, Flows and 11 more
Started Oct 20, 2025, 07:55 PM UTC· resolved Oct 21, 2025, 12:34 AM UTC
- investigating Oct 20, 2025, 07:55 PM UTC
We're investigating widespread issues on the Chat, AI agent and Flows services as well as issues answering messages from the Helpdesk.
- identified Oct 20, 2025, 09:50 PM UTC
We identified an issue with a third party solution experiencing an outage and are working around it to restore services as soon as possible.
- monitoring Oct 21, 2025, 12:09 AM UTC
We implemented workarounds to not rely on the impacted third party systems . We're catching up with any delays processing messages.
- monitoring Oct 21, 2025, 12:13 AM UTC
We are continuing to monitor for any further issues.
- resolved Oct 21, 2025, 12:34 AM UTC
This incident has been resolved.
Minor October 20, 2025 The signup page is not responding 55m
Started Oct 20, 2025, 04:45 PM UTC· resolved Oct 20, 2025, 05:41 PM UTC
- monitoring Oct 20, 2025, 04:45 PM UTC
Due to a third party outage, the signup page https://www.gorgias.com/signup is returning errors. We are monitoring the situation.
- resolved Oct 20, 2025, 05:41 PM UTC
The third party outage is now over and the situation is back to normal.
Major October 20, 2025 Some customers's billing information are not available 23h 30m
Started Oct 20, 2025, 08:39 AM UTC· resolved Oct 21, 2025, 08:09 AM UTC
- identified Oct 20, 2025, 08:39 AM UTC
One of our partner is encountering issues which impact the fetch of the billing information for some of our customers. Billing status page may not be responding.
- monitoring Oct 20, 2025, 01:51 PM UTC
One of our partner is encountering issues which impact the fetch of the billing information for some of our customers. Billing status page may not be responding. Incident is on the way to be mitigated, we are still encountering some slowness and errors
- resolved Oct 21, 2025, 08:09 AM UTC
One of our partner is encountering issues which impact the fetch of the billing information for some of our customers. Billing status page may not be responding. Incident is on the way to be mitigated, we are still encountering some slowness and errors
Major October 20, 2025 Voice and SMS Services Disruption 1d Native Phone
Started Oct 20, 2025, 08:23 AM UTC· resolved Oct 21, 2025, 08:35 AM UTC
- identified Oct 20, 2025, 08:23 AM UTC
We are currently experiencing disruptions to our phone services due to an ongoing outage at Twilio (https://status.twilio.com), our telephony provider. This issue is related to a broader AWS incident affecting multiple services. Impact: - Incoming and outgoing calls may fail or experience delays. - inbound/ outbound SMS may fail or experience delays.
- monitoring Oct 20, 2025, 11:06 AM UTC
AWS and Twilio report signs of recovery. On our side, we are seeing very slow signs of recovery for Inbound voice calls. However, outbound voice calls and SMS remain disrupted. We are monitoring the situation.
- monitoring Oct 20, 2025, 12:18 PM UTC
We are now seeing signs of recovery for inbound/outbound voice calls and SMS. Services are gradually returning to normal. We continue to monitor closely.
- monitoring Oct 20, 2025, 01:29 PM UTC
We are seeing partial recovery for inbound/outbound voice calls and SMS, though our phone provider remains impacted by today’s AWS outage. Some services may still experience interruptions. We are monitoring the situation closely.
- monitoring Oct 20, 2025, 02:35 PM UTC
Voice (inbound/outbound) services have recovered. SMS remains disrupted due to an ongoing outage at our provider, Twilio (status.twilio.com). We continue to monitor the situation.
- monitoring Oct 20, 2025, 05:54 PM UTC
Our phone provider is still experiencing instability with voice services due to today’s AWS outage. Some call distributions are failing, and we’re also seeing errors when processing call recordings and voicemails. We are implementing workarounds to mitigate some of these issues.
- monitoring Oct 20, 2025, 07:59 PM UTC
Call distribution errors have been mitigated, and no further issues with processing recordings have been observed for the past hour. Voice services are stabilizing. Monitoring continues
- resolved Oct 21, 2025, 08:35 AM UTC
All voice and SMS functionalities have been fully restored and are operating normally.