# Gorgias: Major incident: Some merchands are reporting orders missing from the widgets / search

**Summary:** Some merchants reported orders missing from Gorgias widgets/search, affecting the Shopify integration. The vendor rated the incident major; it lasted 1 h 39 min, from 2026-05-21 14:24 UTC to 2026-05-21 16:03 UTC. Gorgias reported redeploying a previous Helpdesk version as a fix and stated no data was lost. _(machine-written, sol)_
- Kind: Major incident · Label: degradation (model (Jev))
- Changed: 2026-05-21 14:24 UTC · Detected: 2026-10-17 18:22 UTC
- [Source: https://stspg.io/7td6qrfwng60](https://stspg.io/7td6qrfwng60)
- [Company: Gorgias](https://rewindex.com/company/gorgias.md)
- Versions: before (none: first archived) → after incident\_version:329/9mlxvsbqrxcv@a3b6b27982d2
- Change 1 of 1 for this incident

## What changed

**1. Added: Title**

```diff
+ Some merchands are reporting orders missing from the widgets / search
```

**2. Added: Impact**

```diff
+ major
```

**3. Added: Status**

```diff
+ resolved
```

**4. Added: Start time**

```diff
+ 2026-05-21 14:24 UTC
```

**5. Added: Resolved time**

```diff
+ 2026-05-21 16:03 UTC
```

**6. Added: Affected components**

```diff
+ Helpdesk Integrations - Shopify integration, Shopify integration
```

**7. Added: Update** (investigating) · 2026-05-21 14:24 UTC

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

**8. Added: Update** (identified) · 2026-05-21 14:40 UTC

```diff
+ We found the root cause, redeploying a previous version of the Helpdesk as a fix. No data was lost.
```

**9. Added: Update** (resolved) · 2026-05-21 16:03 UTC

```diff
+ Incident is resolved.
```

## History of this incident

| When (UTC) | Change | Label |
| --- | --- | --- |
| 2026-05-21 14:24 UTC | Major incident: Some merchands are reporting orders missing from the widgets / search (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/i94186263ec54a7 · Markdown: https://rewindex.com/change/i94186263ec54a7.md · JSON: https://rewindex.com/api/v1/changes/i94186263ec54a7 · Generated 2026-10-18T03:33:47.781Z