Help Desk Software · reliability comparison
Gorgias vs Kustomer: which is more reliable? (2026)
Kustomer is more reliable than Gorgias, scoring 96.7 vs 43.0 out of 100. Over the last 90 days Gorgias reported 19 incidents and Kustomer reported 3, with effective uptime of 97.97% and 99.99% respectively. Kustomer resolves incidents faster on average (23m).
Data updated Nov 1, 2026 · How we score
| Metric | Gorgias | Kustomer |
|---|---|---|
| Reliability score | 43.0 | 96.7 |
| Rank (help desk platforms) | #13 | #3 |
| Uptime (90 days) | 97.97% | 99.99% |
| Incidents (90 days) | 19 | 3 |
| Partial / major outages | 13 | 0 |
| Avg time to resolve | 5h 35m | 23m |
| Outages we detected | 0 | 0 |
| Transparency score | 100/100 | 100/100 |
Where Gorgias and Kustomer differ
- Gorgias reported 6.3× as many incidents as Kustomer over the last 90 days (19 vs 3).
- Gorgias had 13 partial or major outages, compared with 0 for Kustomer.
- Kustomer fixes problems faster: 23m on average, against 5h 35m for Gorgias (14.7× quicker).
- Gorgias's longest outage on record lasted 2d 3h (Jul 15, 2026); Kustomer's lasted 1d 3h (Jan 27, 2026).
90-day uptime
Gorgias
Kustomer
- No incidents
- Degraded
- Partial outage
- Major outage
- No data
Recent Gorgias incidents
- Partial outageOct 30, 2026 · resolved in 19h 38m
Mobile app authentication issues resolvedofficial update ↗
Affected: Mobile Apps
- Major outageOct 30, 2026 · resolved in 53m
- InformationalOct 29, 2026 · ongoing
Instagram messages delayed or not appearing in Gorgias
Affected: Instagram comments, Instagram Direct Messages
- Partial outageOct 26, 2026 · resolved in 1h 8m
- InformationalOct 22, 2026 · resolved in 5d 3h
- Degraded performanceOct 19, 2026 · resolved in 46m
Recent Kustomer incidents
- Degraded performanceSep 9, 2026 · resolved in 27m
[Kustomer Voice] Unable to Dial Outbound Calls - All PRODS
Affected: Kustomer Voice
- Degraded performanceSep 8, 2026 · resolved in 16m
kustomer.help Default Domain – Visibility Issue – ALL PRODs
Affected: CSAT, CSAT, CSAT, Knowledge base, Knowledge base, Knowledge base
- Degraded performanceAug 25, 2026 · resolved in 26m
Reported Third Party Event - [PubNub]
Affected: Channel - Chat, Notifications, Tracking, PubNub, Web Client
Other help desk platforms to consider
- Hiver · #1 · 99.99% uptime
- HubSpot Service Hub · #2 · 100% uptime
- Tidio · #4 · 99.98% uptime
- HappyFox · #5 · 100% uptime