WhatsApp: Unexpected Ticket Activity

Incident Report for Gorgias

Postmortem

On August 10, 2026, between approximately 4:30 and 8:00 PM UTC, some WhatsApp tickets unexpectedly reopened or duplicated. We understand how disruptive that is when you're trying to stay on top of customer conversations, and we'd like to walk you through what happened and how to tidy things up.

What happened

Between July 23 and August 10, a separate issue had prevented some inbound WhatsApp messages from reaching Gorgias. On August 10 we fixed it and ran a recovery to bring those messages in. As the older messages arrived, our system read them as brand-new activity, so it created new tickets, reopened some closed ones, and in a few cases produced duplicates.

What you may have seen

During that window you may have seen reopened, new, or duplicate WhatsApp tickets, auto-replies that didn't send, and brief delays on new messages. Because of the extra tickets, your ticket counts for that period may also have looked higher than usual.

What we did

We finished restoring the missing messages and fixed the underlying cause of the duplicates to prevent a recurrence. We also corrected the billing impact: the tickets this incident created have been removed from your bill, so you won't be charged and no action is needed on your side. The tickets themselves stay in your helpdesk, so you can review or close them as you see fit.

What you can do

We didn't close or merge any tickets for you, since you know your workflow best and some teams had already tidied things up. If you'd like to clean up, the search below surfaces the new and duplicate tickets created during the window (it won't include tickets that were reopened when an older message was added to them). Apply these criteria to your tickets. All times are in UTC, so convert them to your helpdesk timezone:

Channel: WhatsApp
Created between August 10, 2026 16:00 and 20:30 UTC
Last customer message between July 23, 2026 17:00 UTC and August 10, 2026 18:00 UTC

Then bulk-close whatever you don't need.

What's next

We're strengthening how we handle large message recoveries and expanding our monitoring so issues like this are caught and addressed earlier. We sincerely apologize for the disruption and any confusion it may have caused you and your customers, and we thank you for your patience.

Posted Aug 13, 2026 - 09:54 UTC

Resolved

The WhatsApp ticket issue that occurred on August 10th between 4:30 PM and 8:00 PM UTC is now fully resolved.

**What happened:**
A replay of WhatsApp webhooks caused older messages to be imported, which resulted in closed tickets reopening and, in some cases, duplicate tickets being created.

**Billing:**
Billable tickets created as a result of this incident have been removed from affected merchants' billing counts. Please note that billing corrections may take a bit of time to reflect in your account. Merchants who were already charged before this correction was applied will receive a refund in the following days — our team will reach out as needed.

**What's next:**
A public post-mortem detailing the root cause, impact, and steps taken to prevent recurrence will be published by tomorrow, August 13th, at the latest.

We sincerely apologize for the disruption this caused to your workflows. Thank you for your patience.

Posted Aug 12, 2026 - 10:59 UTC

Monitoring

Between 4:30 PM and 8:00 PM UTC on August 10th, some customers using the WhatsApp integration saw unexpected ticket behavior. New tickets were created with older messages, and some previously closed tickets reopened with older messages added to them, which in some cases produced duplicates.

Current status:
The underlying issue is resolved and normal WhatsApp message processing has resumed. We are investigating the billing impact for affected accounts.

Impact:
- Closed WhatsApp tickets reopened unexpectedly, with older messages added to them.
- Some accounts may have had new or duplicate tickets created during the affected window.
- Ticket counts during that period may have been inflated, which could affect billing. We are reviewing this.

What to know:
We did not close or merge affected tickets ourselves. Deciding which ticket to keep depends on your workflow, and we can't make that call for you. Some merchants have also already cleaned up the data on their end, so running an automated cleanup risked overwriting changes you'd made or leaving you with a state you didn't want.
Use the filters below to find the duplicated and newly created tickets, then bulk-close them as appropriate.

How to identify affected (duplicated/created) tickets:
Apply these filters in your helpdesk. All times are UTC, so convert to your helpdesk timezone:
- Channel: WhatsApp
- Created before: August 10, 2026 at 20:30 UTC
- Created after: August 10, 2026 at 16:00 UTC
- Last shopper message received: between July 23, 2026 at 17:00 UTC and August 10, 2026 at 18:00 UTC
- Status: Open (or other status filters relevant to your workflow)

Billing:
We are working to remove the tickets created by this incident from your billing. We will follow up once this is complete.

Posted Aug 11, 2026 - 14:31 UTC

This incident affected: Helpdesk Integrations (WhatsApp).