Changes / Gorgias / Customers' search not up to date
Gorgias: Major incident: Customers' search not up to date
Summary
Gorgias reported a major Helpdesk customer-search degradation affecting us-central1-d8ff: recently created or updated records could appear incorrectly. It started at 2026-04-06 22:42 UTC and resolved at 2026-04-07 04:32 UTC, lasting 5 h 49 min. Gorgias addressed a specific payload blocking search index updates and confirmed normal operation.
Machine-written from the diff below (Sol; type: incident degradation). Check the diff before relying on it.
Major incidentLabel: degradation (model (Jev), 85%)Changed Detected Source: stspg.io (opens in new tab)
What changed
Before: not present
After: Customers' search not up to date
Before: not present
After: major
Before: not present
After: resolved
Before: not present
After: 2026-04-06 22:42 UTC
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After: 2026-04-07 04:32 UTC
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After: Helpdesk Clusters - us-central1-d8ff, us-central1-d8ff
Before: not present
After: We are currently experiencing an issue where customer search results in the Helpdesk may not reflect the most up-to-date information.
Our team is actively investigating the problem and working on a fix. In the meantime, some recently created or updated customer records may not appear correctly in search results.
We will provide an update as soon as more information is available.
Thank you for your patience.
Before: not present
After: We are currently experiencing an issue where customer search results in the Helpdesk may not reflect the most up-to-date information.
Our team is actively investigating the problem and working on a fix. In the meantime, some recently created or updated customer records may not appear correctly in search results.
We will provide an update as soon as more information is available.
Thank you for your patience.
Before: not present
After: We’ve mitigated for the issue and we’re continuing to monitor closely and will share any further updates if needed.
Before: not present
After: The issue is now resolved. We identified a specific payload that was blocking the search index update and addressed it. Everything is operating normally, and we’ll continue to keep an eye on things to ensure stability.
First version of this incident archived by Rewindex. View the live incident (opens in new tab).
History of this incident
| When (UTC) | Change | Kind |
|---|---|---|
| Major incident: Customers' search not up to date (this change) Gorgias reported a major Helpdesk customer-search degradation affecting us-central1-d8ff: recently created or updated records could appear incorrectly. It started at 2026-04-06 22:42 UTC and resolved at 2026-04-07 04:32 UTC, lasting 5 h 49 min. Gorgias addressed a specific payload blocking search index updates and confirmed normal operation. | Major incident |