# 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, sol)_
- Kind: Major incident · Label: degradation (model (Jev))
- Changed: 2026-04-06 22:42 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/ptvr8gpcwnsx](https://stspg.io/ptvr8gpcwnsx)
- [Company: Gorgias](https://rewindex.com/company/gorgias.md)
- Versions: before (none: first archived) → after incident\_version:329/pg1yb9hmg6lr@a92ff6fd4c5b
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Customers' search not up to date
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-04-06 22:42 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-04-07 04:32 UTC
```

**6. Added: Affected components**

```diff
+ Helpdesk Clusters - us-central1-d8ff, us-central1-d8ff
```

**7. Added: Update** (investigating) · 2026-04-06 22:42 UTC

```diff
+ 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.
```

**8. Added: Update** (identified) · 2026-04-07 01:47 UTC

```diff
+ 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.
```

**9. Added: Update** (monitoring) · 2026-04-07 02:56 UTC

```diff
+ We’ve mitigated for the issue and we’re continuing to monitor closely and will share any further updates if needed.
```

**10. Added: Update** (resolved) · 2026-04-07 04:32 UTC

```diff
+ 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.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-04-06 22:42 UTC | Major incident: Customers' search not up to date (this change) | degradation |

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/i168470a220dea0 · Markdown: https://rewindex.com/change/i168470a220dea0.md · JSON: https://rewindex.com/api/v1/changes/i168470a220dea0 · Generated 2026-10-18T03:33:49.634Z