# Gorgias: Major incident: Ticket, order and product search showing outdated results

**Summary:** Gorgias reported a major incident causing ticket, order and product searches to show outdated results in the Helpdesk Web App and us-east1-c94b. It started at 2026-08-27 16:22 UTC and was resolved at 2026-08-27 17:02 UTC, with a computed duration of 39 min; a fix was implemented at 16:43 UTC. _(machine-written, sol)_
- Kind: Major incident · Label: degradation (model (Jev))
- Changed: 2026-08-27 16:22 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/htdpmkmhljb3](https://stspg.io/htdpmkmhljb3)
- [Company: Gorgias](https://rewindex.com/company/gorgias.md)
- Versions: before (none: first archived) → after incident\_version:329/q2x8qzh3dh4n@d69dd29a9136
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Ticket, order and product search showing outdated results
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-08-27 16:22 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-08-27 17:02 UTC
```

**6. Added: Affected components**

```diff
+ Helpdesk Clusters - us-east1-c94b, Helpdesk - Web App, us-east1-c94b, Web App
```

**7. Added: Update** (investigating) · 2026-08-27 16:22 UTC

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

**8. Added: Update** (identified) · 2026-08-27 16:30 UTC

```diff
+ We are continuing to work on a fix for this issue.
```

**9. Added: Update** (monitoring) · 2026-08-27 16:43 UTC

```diff
+ A fix has been implemented and we are monitoring the results.
```

**10. Added: Update** (resolved) · 2026-08-27 17:02 UTC

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

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-08-27 16:22 UTC | Major incident: Ticket, order and product search showing outdated results (this change) | degradation |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._


---
Canonical: https://rewindex.com/change/i57848e88910053 · Markdown: https://rewindex.com/change/i57848e88910053.md · JSON: https://rewindex.com/api/v1/changes/i57848e88910053 · Generated 2026-10-18T02:29:41.890Z