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Gorgias: Customers' search not up to date

Impact: majorStatus: resolvedStarted Resolved (5.8 h)4 updatesSource: stspg.io (opens in new tab)
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 archived incident (Sol). Check the timeline before relying on it.

Affected components: Helpdesk Clusters - us-central1-d8ffus-central1-d8ff

Timeline of updates

  1. investigating

    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.

  2. identified

    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.

  3. monitoring

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

  4. resolved

    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.

Rewindex changes for this incident

Impact, status and times are the vendor’s own, as last archived. View on stspg.io (opens in new tab). Gorgias profile · Recent Gorgias incidents · Markdown · JSON