Some Instagram accounts connected to Gorgias are not receiving new direct messages and comments as tickets. Meta has confirmed an issue on their side affecting Instagram message delivery to connected apps, and their engineering team is working on it. Facebook Messenger and other channels are not affected.
You don’t need to change anything or reconnect your Instagram integration. Until this is resolved, you can see and reply to affected messages directly in the Instagram app. We’ll post an update as soon as Meta shares more information.
Posted Oct 29, 2026 - 15:27 UTC
This incident affects: Helpdesk Integrations (Instagram comments, Instagram Direct Messages).