Outage in Gorgias

Instagram comments are not creating Tickets in Gorgias

Resolved Major
August 29, 2023 - Started about 2 years ago - Lasted about 22 hours
Official incident page

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Outage Details

We are currently not creating Tickets for comments on our customers' Instagram pages. We're investigating the underlying issue and will report an update soon.
Components affected
Gorgias Instagram comments
Latest Updates ( sorted recent to last )
RESOLVED about 2 years ago - at 08/30/2023 07:09AM

The issue was acknowledged and resolved by Meta in the past few hours. We started receiving webhooks since 6:20AM CET, and the situation seems back to normal now. Meta bug report here: https://developers.facebook.com/support/bugs/1337946283795683/

IDENTIFIED about 2 years ago - at 08/29/2023 10:00AM

We have identified that the issue is cause from not receiving notifications from Meta about any of the comments of our customers' Instagram pages.
Reconnecting the integration to refresh the access to Meta didn't mitigate the issue in our tests.
We opened a bug report on Meta's Business Support page and we're waiting for a response.

INVESTIGATING about 2 years ago - at 08/29/2023 09:17AM

We are currently not creating Tickets for comments on our customers' Instagram pages. We're investigating the underlying issue and will report an update soon.

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