Outage in Gorgias

Instagram Direct messages received attachments are broken

Resolved Minor

April 19, 2022 - Started about 2 years ago - Lasted 16 days
Official incident page

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Outage Details

Images and voice messages received from Instagram DMs are not correctly shown on ticket messages. We are receiving broken links to attachments from facebook api.

Latest Updates ( sorted recent to last )

MONITORING almost 2 years ago - at 05/05/2022 01:41PM

Facebook team updated this issue status and provided a fix. Now attachments in instagram direct messages tickets should pull to Gorgias as expected. We are monitoring the fix before resolving the incident.

IDENTIFIED almost 2 years ago - at 04/27/2022 10:39PM

We investigated a solution involving a change on our side to try to fix this Instagram API issue, but to no avail.
The Facebook team is currently still at work on the issue and we are waiting for updates from their team.

IDENTIFIED almost 2 years ago - at 04/26/2022 08:36AM

Facebook is taking care of it now. We’re, also, taking a look at what possible actions we can do on our side to limit the impact of it.

IDENTIFIED about 2 years ago - at 04/21/2022 10:15AM

We have identified the issue. It seems that this issue with the Facebook API is widespread, and a bug report has been opened on the Facebook bug report platform: https://developers.facebook.com/support/bugs/1004663983788738/

INVESTIGATING about 2 years ago - at 04/19/2022 04:20PM

Images and voice messages received from Instagram DMs are not correctly shown on ticket messages.
We are receiving broken links to attachments from facebook api.

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