Gorgias Outage History

Gorgias experienced an issue where merchants reported orders missing from widgets and search functionality, affecting the Shopify integration. The root cause was identified and resolved by redeploying a previous version of the Helpdesk, with no data loss occurring. The incident lasted 1.7 hours and has been fully resolved.

Gorgias experienced a major incident where ticket search functionality was experiencing delays on one of their helpdesk clusters. The issue affected users' ability to search for tickets efficiently within the platform. The problem was resolved after 1.4 hours when a fix was implemented and monitoring confirmed the resolution.

Gorgias experienced an issue where ticket view counts were not updating correctly for some accounts, affecting users' ability to track ticket engagement metrics. The problem persisted for 2.8 hours and could be temporarily resolved with a hard browser refresh. The incident was fully resolved without requiring any user action.

Gorgias experienced an issue where view counts in the web application were delayed or missing entirely. The incident affected the Web App component and lasted approximately 1.6 hours. The issue was resolved after a fix was implemented and monitored for stability.

Gorgias experienced an issue causing delayed ticket search results in their Web App, preventing users from accessing their tickets. The incident lasted 50 minutes before a fix was implemented and the service was restored. Users reported being unable to access their tickets during the outage.

Gorgias experienced a major incident where their account signup form was reporting errors, preventing new users from creating accounts. The issue lasted 55 minutes before a fix was deployed and the service was restored. The incident was resolved after monitoring confirmed the continuation of normal service.

Gorgias experienced a major incident where new messages were not processed in real-time due to an internal messaging broker failure, causing delays in message routing for channel and ecommerce integrations on the us-east1-main cluster. The issue affected customers' ability to receive incoming messages and ecommerce events in real-time for 4.2 hours. The incident was resolved by restoring message processing across all affected services, with channels integrations becoming fully operational and ecommerce data processing returning to normal throughput.

The europe-west1-c511 cluster experienced a partial outage that affected Gorgias Mobile Apps and Web App for 45 minutes. The incident was classified as major and required ongoing engineering work to resolve. The issue was successfully fixed and resolved.

A migration issue at Gorgias caused 10% of customers to experience delayed ticket and order updates, missing data, and problems with message visibility between 9:18 AM–12:15 PM UTC on April 9th. The incident affected the web app, mobile apps, and REST API, with customers experiencing missing messages, ticket threading issues, and outbound messages not appearing in Gorgias. The issue was resolved after 20.4 hours with data recovery completed, though outbound messages sent during the affected window remained permanently invisible in the system.

Gorgias experienced a major incident affecting Europe-hosted Helpdesks on servers europe-west3-86c1 and europe-west4-e7f4, where live updates failed to appear in the user interface. The issue lasted 43 minutes and has been resolved, with no data loss occurring as the problem only affected UI refresh functionality.