# Gorgias: Major incident: Customer sidebar search not working

**Summary:** Gorgias reported a major incident affecting customer sidebar search in Helpdesk - Web App and Web App. It started at 2026-09-16 12:51 UTC and was resolved at 2026-09-16 14:05 UTC, lasting 1 h 14 min; no cause or specific fix was stated. _(machine-written, sol)_
- Kind: Major incident · Label: outage (model (Jev))
- Changed: 2026-09-16 12:51 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/99mlzgjx9crf](https://stspg.io/99mlzgjx9crf)
- [Company: Gorgias](https://rewindex.com/company/gorgias.md)
- Versions: before (none: first archived) → after incident\_version:329/h985yw5vc9xc@7f0bf609ac4b
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Customer sidebar search not working
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-09-16 12:51 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-09-16 14:05 UTC
```

**6. Added: Affected components**

```diff
+ Helpdesk - Web App, Web App
```

**7. Added: Update** (investigating) · 2026-09-16 12:51 UTC

```diff
+ We are currently investigating this issue.
```

**8. Added: Update** (identified) · 2026-09-16 13:12 UTC

```diff
+ We identified the issue and currently actively working on the resolution.
```

**9. Added: Update** (resolved) · 2026-09-16 14:05 UTC

```diff
+ This incident has been resolved.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-09-16 12:51 UTC | Major incident: Customer sidebar search not working (this change) | outage |

All Gorgias changes: [timeline](https://rewindex.com/company/gorgias/changes.md)
_Diff excerpts are shown on normalized text: dates, counters and tokens appear as ‹date›, ‹count›, ‹tok›; noise-only edits are hidden. Rewindex shows the changed passages, not a copy of the page._


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Canonical: https://rewindex.com/change/i0126833d46aa85 · Markdown: https://rewindex.com/change/i0126833d46aa85.md · JSON: https://rewindex.com/api/v1/changes/i0126833d46aa85 · Generated 2026-10-18T01:29:59.979Z