Gorgias Status

Resolved Ongoing Facebook bug impacting Instagram comments reception in Gorgias for some Instagram accounts

Facebook has an ongoing bug and doesn't send notifications about new Instagram comments for some Instagram accounts. This impacts Gorgias ability to create Instagram comment tickets for those accounts. Facebook is aware of this issue and they do not have any short-term solution for it (the fix requires a long-term solution). On our side, we are currently thinking of a short-term workaround. We will keep you updated.

Resolved Codecov bash uploader security incident

Today, Apr 15th, we became aware of a serious security incident at one of our developer partners called codecov.io. We're using codecov to determine the test coverage of our code in order to improve our code and product quality. More details about the breach on their site: https://about.codecov.io/security-update/ What does this mean for Gorgias customers? TLDR: To the best of our knowledge we have not detected any unauthorized access to our systems. If we detect any unauthorized access will let you know as soon as possible. We are still investigating the extent of this breach, but our preliminary investigation reveals that only our Continuous Integration (CI) system together with the credentials present in that system was affected. As soon as we became aware of this breach we immediately began rotation of our credentials used in the CI system. Once we confirmed that we rotated all credentials, we began investigating what those credentials could have been used for and began looking at the audit logs of all affected systems. To the best of our knowledge and ability we have not detected any unauthorized access to our systems. Additionally, the customer data (in our databases) including PII is protected by a firewall that allows connections only from an allowlist so even if our credentials have been leaked it is unlikely that the attackers gained access to our systems. Due to overabundance of caution we rotated affected credentials anyway and will continue rotating all credentials, including those that we don't think were affected by the CI breach. Could we have done a better job? Yes, we should have added a checksum check of the uploader script that codecov was providing and a detailed security audit of that said script. Due to lack of time and attention to detail I didn't do that. This is my (Alex) fault and I'm assuming all responsibility for this lack of attention. Even if codecov claims that they are no longer compromised, we've removed all access from Codecov to Gorgias resources at least temporarily. Additionally we began an internal audit of all CI related tools and we're aiming to identify if there are similar gaps in our systems and fix them. Do Gorgias customers need to do something? No, this announcement is part of our disclosure policy: https://www.gorgias.com/security - thank you for trusting Gorgias with your data. What's next? We're continuing the rotation of credentials until we are reasonability certain that they are not compromised. I'll post an update here when it's done. Thank you for your understanding. For additional questions feel free to reach out to our support: [email protected] Alex Plugaru, CTO & cofounder of Gorgias.

Resolved Issue with adding new Shopify integrations

It is currently impossible to add new Shopify integrations. Existing Shopify integrations are working correctly. We're looking into it and will come back to you as soon as possible.

Resolved Facebook is down

We don't receive any data from Facebook and Instagram.

Resolved Instagram is experiencing issues, impacting the reception of new comments in Gorgias

It looks like Instagram is experiencing some issues and they are not sending notifications about new comments anymore.

Resolved Outlook outage

The Microsoft 365 team is investigating an issue with multiple M365 services. More details here: https://twitter.com/MSFT365Status/status/1371546946263916545 You can follow the status on their Twitter account: https://twitter.com/MSFT365Status

Resolved Chat widget is not appearing

We are currently investigating this issue.

Resolved Messages delayed on one cluster

Messages are delayed on one of our clusters. We're currently investigating the issue.

Resolved Email forwarding integration has a major outage because of issues on SMTP provider's side.

We are currently investigating this issue.

Resolved Issue with Gmail integrations

The Gmail team is continuing to investigate this issue. They will provide an update by 12/15/20, 3:00 PM with more information about this problem. The affected users are able to access Gmail, but are seeing error messages, high latency, and/or other unexpected behavior. More details here: https://www.google.com/appsstatus#hl=en&v=issue&sid=1&iid=a8b67908fadee664c68c240ff9f529ab