All Systems Operational

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Below are Gorgias basic performance stats of our main services + incident reports. Feel free to subscribe to get updates.

Uptime over the past 90 days. View historical uptime.
Automate Operational
90 days ago
100.0 % uptime
Today
AI Agent Operational
90 days ago
100.0 % uptime
Today
Flows Operational
90 days ago
100.0 % uptime
Today
Order Management Operational
90 days ago
100.0 % uptime
Today
Helpdesk Operational
90 days ago
100.0 % uptime
Today
REST API ? Operational
90 days ago
100.0 % uptime
Today
Web App ? Operational
90 days ago
100.0 % uptime
Today
Mobile Apps ? Operational
90 days ago
100.0 % uptime
Today
Helpdesk Integrations ? Operational
90 days ago
99.72 % uptime
Today
Email ? Operational
90 days ago
100.0 % uptime
Today
Mailgun SMTP Operational
90 days ago
100.0 % uptime
Today
Mailgun inbound email Operational
90 days ago
100.0 % uptime
Today
Mailgun outbound email Operational
90 days ago
100.0 % uptime
Today
Mailgun API Operational
90 days ago
100.0 % uptime
Today
Gmail Operational
90 days ago
100.0 % uptime
Today
Outlook ? Operational
90 days ago
100.0 % uptime
Today
Live Chat ? Operational
90 days ago
100.0 % uptime
Today
Smooch Core API ? Operational
Facebook Posts & Comments ? Operational
90 days ago
100.0 % uptime
Today
Instagram comments ? Operational
90 days ago
100.0 % uptime
Today
Shopify integration Operational
90 days ago
99.97 % uptime
Today
Shopify API & Mobile Operational
Aircall Public API Operational
Aircall Aircall Apps Operational
Stripe API Operational
Facebook Messenger ? Operational
90 days ago
100.0 % uptime
Today
ReCharge integration Operational
90 days ago
100.0 % uptime
Today
Native Phone Operational
90 days ago
100.0 % uptime
Today
Instagram Direct Messages Operational
90 days ago
100.0 % uptime
Today
Yotpo ? Operational
90 days ago
100.0 % uptime
Today
SMS Operational
90 days ago
100.0 % uptime
Today
Twitter ? Operational
90 days ago
100.0 % uptime
Today
WhatsApp Operational
90 days ago
94.85 % uptime
Today
Helpdesk Clusters ? Operational
90 days ago
99.99 % uptime
Today
us-east1-635c Operational
90 days ago
100.0 % uptime
Today
us-east4-65cd Operational
90 days ago
100.0 % uptime
Today
us-east1-2607 Operational
90 days ago
100.0 % uptime
Today
aus-southeast1-fcb9 Operational
90 days ago
100.0 % uptime
Today
europe-west3-86c1 Operational
90 days ago
100.0 % uptime
Today
us-central1-d8ff Operational
90 days ago
100.0 % uptime
Today
us-east4-5f09 Operational
90 days ago
100.0 % uptime
Today
europe-west1-c511 Operational
90 days ago
100.0 % uptime
Today
us-central1-c433 Operational
90 days ago
99.94 % uptime
Today
Help Center Operational
90 days ago
100.0 % uptime
Today
REST API Operational
90 days ago
100.0 % uptime
Today
Customer Help Center website Operational
90 days ago
100.0 % uptime
Today
Custom Domains Operational
90 days ago
100.0 % uptime
Today
Infrastructure & Cloud Operational
90 days ago
100.0 % uptime
Today
Google Cloud Platform Google Container Engine Operational
90 days ago
100.0 % uptime
Today
Google Cloud Platform Google Cloud Storage Operational
Google Cloud Platform Google Kubernetes Engine Operational
Google Cloud Platform Google Compute Engine Operational
Google Cloud Platform Google Cloud Networking Operational
Google Cloud Platform Google Cloud Pub/Sub Operational
Google Cloud Platform Google Cloud DNS Operational
Google Cloud Platform Google Cloud SQL Operational
Website ? Operational
Operational
Degraded Performance
Partial Outage
Major Outage
Maintenance
Major outage
Partial outage
No downtime recorded on this day.
No data exists for this day.
had a major outage.
had a partial outage.

No incidents or maintenance related to this downtime.

System Metrics Month Week Day
Background Tasks Duration (average) ?
Fetching
REST API Response Latency (average) ?
Fetching
Past Incidents
Sep 15, 2024

No incidents reported today.

Sep 14, 2024

No incidents reported.

Sep 13, 2024

No incidents reported.

Sep 12, 2024

No incidents reported.

Sep 11, 2024
AI Agent loop answer
Resolved - We experienced an issue on September 11th, 2024, between 3:40 PM PST and 6:10 PM PST, where under specific conditions, our AI Agent encountered a loop causing it to respond to its own outputs. This resulted in an undesirable behavior affecting some customer interactions.

As soon as the issue was identified, we took immediate action to revert the changes, halting the loop. We are currently conducting a detailed assessment to determine the full impact and will provide an update with more precise information in the coming hours.

We apologize for any inconvenience this may have caused.
Sep 11, 18:12 PDT
Sep 10, 2024
Shopify outage affecting ingestion of their data in Gorgias
Resolved - We don't seem to have any issues, everything should be working normally now
Sep 10, 07:28 PDT
Monitoring - The issue is fixed from Shopify's side, we're monitoring to see if we have any side effects from our side due to the spike from resuming the events
Sep 10, 07:01 PDT
Identified - Shopify have an issue from their side (https://www.shopifystatus.com/) which is affecting the ingestion of data received from their side. We're monitoring the situation and will update you in 1h or on any change
Sep 10, 06:23 PDT
[Helpdesk] Login issues
Resolved - This incident has been resolved.
Sep 10, 06:49 PDT
Identified - Issue has been identified and is being tackled.
Sep 10, 06:40 PDT
Investigating - We are currently investigating this issue.
Sep 10, 06:25 PDT
Sep 9, 2024

No incidents reported.

Sep 8, 2024

No incidents reported.

Sep 7, 2024

No incidents reported.

Sep 6, 2024

No incidents reported.

Sep 5, 2024
AI Agent not processing tickets
Resolved - This incident has been resolved.
Sep 5, 08:10 PDT
Monitoring - A fix has been implemented and we are monitoring the results.
Sep 5, 07:56 PDT
Sep 4, 2024
Outage on WhatsApp inbound and outbound messages
Postmortem - Read details
Sep 12, 04:38 PDT
Resolved - We have not yet received any response from Meta's support team.

We're marking the incident as resolved as the WhatsApp integration is now fully operational, however we will continue to communicate with Meta to understand what caused the incident and whether any messages that may have been lost can be recovered.

We will post an update with a public post-mortem of the incident by the end of next week.
Sep 4, 10:37 PDT
Monitoring - We haven't got a reply from Meta yet, however, we were able to resolve the permission issue we had identified earlier.

That appears to have mitigated the messaging problem: new messages are now coming into Gorgias and we've stopped experiencing errors when sending replies.

We will now contact Meta's support to see if we can recover any messages that may have been lost while we were affected by this.
Sep 4, 04:14 PDT
Update - We're continuing to monitor our support ticket and repeatedly requesting that our case be treated urgently, unfortunately we have not yet had a proper investigation and response from Meta.
Sep 4, 03:09 PDT
Update - We are still experiencing this issue and waiting for an update from Meta's support team.
Sep 3, 12:39 PDT
Update - We have provided Meta's support with all the required information and the results of our investigation, but we haven't yet received any reply to our question about what exactly started causing this problem and what's required for its resolution.

We're now looking for a way to get our ticket escalated and properly investigated by Meta as soon as possible.
Sep 3, 04:10 PDT
Update - The problem persists, we've identified the potential cause (our WhatsApp app appears to be missing messaging permissions) but we're still waiting for Meta's support to confirm and eventually help with its resolution.
Sep 2, 04:35 PDT
Update - The problem persists, we've provided Meta's support with the required information and are now awaiting further instructions.
Aug 31, 05:18 PDT
Update - We continue to not receive notifications and encounter errors when creating new messages.

We haven't heard back from Meta's support yet.
Aug 30, 23:03 PDT
Update - We haven't been able to identify the problem yet, everything appears to be in order on our systems and our app's configuration.

We've reached out to Meta's support and will post an update as soon as there's any news.
Aug 30, 15:08 PDT
Investigating - We stopped receiving notifications for WhatsApp messages starting at 16:56 UTC, as a result new messages from that time may not have been ingested into Gorgias.

We're also observing failures on new messages sent via the helpdesk with the "There was a problem with the access token or permissions you are using for the API call." error.
Aug 30, 13:05 PDT
Sep 3, 2024
Sep 2, 2024
Issue with creating new domains on Sendgrid
Resolved - We've stopped observing errors when creating new domain verifications.
Sep 2, 04:19 PDT
Monitoring - We have identified the issue with Sendgrid and deployed a fix, the system should be operational. We will continue to monitor the situation
Sep 2, 02:16 PDT
Investigating - We are currently investigating the issue with creation of new Sendgrid domains. We will have an update in 2 hours
Sep 2, 01:27 PDT
Sep 1, 2024

No incidents reported.

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