When Gorgias goes down, do three things first: confirm the outage is on their side, protect whatever the outage is breaking in your store, and tell affected customers before they find out the hard way. This playbook walks through each step for Gorgias specifically.
How do I confirm Gorgias is actually down?
Check two independent sources before changing anything in your store. First, StatusBird's live Gorgias status page, which is based on independent checks every 2 minutes. Second, Gorgias's own status page at status.gorgias.com. If the official page still shows green, do not assume you are wrong: vendors often acknowledge incidents well after they start. If both look clean, the problem is more likely your store's configuration or a specific integration.
What does a Gorgias outage look like?
- Agents cannot log in or the Gorgias dashboard fails to load
- Live chat widget missing from the storefront or stuck on connecting
- New customer emails not appearing as tickets
- Order data from Shopify not loading inside tickets
- Auto-replies and chat automations not firing
What breaks in your store
When Gorgias is down, your support operation effectively stops: agents cannot open the dashboard, tickets stop syncing, and the live chat widget may disappear from your storefront or fail to connect. Incoming customer emails still arrive at your mail provider but do not appear as tickets until Gorgias recovers. Automations like auto-replies, order status responses, and self-service flows also stop, so customers get silence instead of instant answers.
For context, StatusBird's independent monitoring recorded 1 major Gorgias incident in the last 90 days, with an average duration of 2 hours 48 minutes. Details are on the Gorgias reliability page.
What to do during the outage
- Access your support mailbox directly through Gmail or your email provider so urgent customer emails still get answered.
- Set an auto-responder telling customers replies may be delayed and giving an alternative contact.
- Handle refunds and order edits directly in your Shopify or platform admin instead of through Gorgias.
- Keep a shared note of conversations handled outside Gorgias so agents can log them once tickets sync back.
- Watch status.gorgias.com so you know when to resume normal ticket handling.
Frequently asked questions
Are customer emails lost while Gorgias is down?
No. Emails are received by your underlying mail provider and Gorgias ingests them once it recovers, so tickets typically backfill after the outage. Expect a queue spike when service returns, and check chat transcripts since live chat sessions during the outage may never have connected.
Can I still issue refunds and check orders while Gorgias is down?
Yes. Gorgias is a layer on top of your store platform, so log in to your Shopify, BigCommerce, or Magento admin directly to look up orders, issue refunds, and edit shipments. You only lose the convenience of doing it from inside the ticket.
After the outage
Once Gorgias recovers, verify the affected workflows end to end rather than trusting the status page. Note the start and end times while they are fresh: if you are on a paid Gorgias plan with an SLA, documented downtime is what a service credit claim is built on. See how to claim SLA credits for the process.
How this data is measured
StatusBird checks Gorgias's status every 2 minutes, around the clock, independently of the vendor. The availability figure counts major and critical outages only; minor degradation is excluded so numbers are not skewed by vendors that report small blips near-continuously. Grades run from A+ to F. See the live numbers on the Gorgias reliability page and current status on the Gorgias status page, or browse all 84 service grades.
Know before your customers do
StatusBird monitors Gorgias and 83 other services online stores depend on, plus your own storefront, every 2 minutes. When something goes down you get an SMS, email, or Slack alert with plain-English context, usually before the official status page catches up. Start monitoring free, no card required for the free plan.