{ "vendor": "Gladly", "slug": "gladly", "platform": "statuspage", "status_url": "https://gladly.statuspage.io", "last_checked": "2026-09-16T12:28:20Z", "last_state": "ok", "history_backfilled": true, "first_watched": "2026-09-04T07:06:16Z", "incidents": [ { "body": "Our monitoring indicates that issues with Gladly reports remain performant. At this time, 2 reports - Gladly AI Sessions Detail and Gladly AI Sessions Detail with Messages - remain under maintenanace. We will communicate fixes for those reports over release notes. \n\nPlease contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.", "first_seen": "2026-09-11T12:29:42Z", "impact": "major", "last_seen": "2026-09-16T12:28:20Z", "resolved_at": "2026-09-10T17:30:40.608-07:00", "resolved_inferred": false, "started_at": "2026-09-10T08:08:23.000-07:00", "state": "resolved", "title": "Intermittent Report Loading Issues", "updated_at": "2026-09-10T17:30:40.622-07:00", "url": "https://stspg.io/jv858shcsj5l" }, { "body": "Our post-fix monitoring has indicated that this issue is now resolved.\n\nPlease contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.", "first_seen": "2026-09-10T12:15:40Z", "impact": "minor", "last_seen": "2026-09-16T12:28:20Z", "resolved_at": "2026-09-09T19:45:17.207-07:00", "resolved_inferred": false, "started_at": "2026-09-09T15:19:29.524-07:00", "state": "resolved", "title": "Reports Not Loading", "updated_at": "2026-09-09T19:45:17.228-07:00", "url": "https://stspg.io/fctq4l1hncfy" }, { "body": "A fix has been deployed for this issue, and we will continue to monitor. We will post a final update when fully resolved.\n\nGoogle support team restarted the instance to fix Looker access.\n\nPlease contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.", "first_seen": "2026-09-10T12:15:40Z", "impact": "minor", "last_seen": "2026-09-16T12:28:20Z", "resolved_at": "2026-09-09T07:49:45.000-07:00", "resolved_inferred": false, "started_at": "2026-09-09T05:50:22.939-07:00", "state": "resolved", "title": "Reports not loading", "updated_at": "2026-09-09T15:14:21.688-07:00", "url": "https://stspg.io/kkfl23l087vc" }, { "body": "We have confirmed that the issue has been resolved. Reports are loading normally, and we have confirmed stable performance across the reporting service. Thank you for your patience while we worked through this.\n\nPlease contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.", "first_seen": "2026-09-04T07:06:16Z", "impact": "minor", "last_seen": "2026-09-16T12:28:20Z", "resolved_at": "2026-08-31T20:42:57.844-07:00", "resolved_inferred": false, "started_at": "2026-08-31T15:55:52.759-07:00", "state": "resolved", "title": "Reports not loading", "updated_at": "2026-08-31T20:42:57.877-07:00", "url": "https://stspg.io/vmpfxzmq5wsq" }, { "body": "We have completed our monitoring period and confirmed that the issue is fully mitigated. All services are functioning normally.\n\nPlease contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.", "first_seen": "2026-09-04T07:06:16Z", "impact": "critical", "last_seen": "2026-09-16T12:28:20Z", "resolved_at": "2026-08-01T00:00:00.810-07:00", "resolved_inferred": false, "started_at": "2026-07-31T23:06:44.000-07:00", "state": "resolved", "title": "Investigating Login Issue", "updated_at": "2026-08-03T11:11:11.778-07:00", "url": "https://stspg.io/lcl4895nzs6p" }, { "body": "This has been resolved as of 12:40 PM PT, and Gladly AI is no longer experiencing elevated handoffs on Chat, Email and SMS. \n\nPlease contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.", "first_seen": "2026-09-04T07:06:16Z", "impact": "minor", "last_seen": "2026-09-16T12:28:20Z", "resolved_at": "2026-07-30T12:41:18.920-07:00", "resolved_inferred": false, "started_at": "2026-07-30T12:37:31.982-07:00", "state": "resolved", "title": "Gladly AI Elevated Handoffs on Chat, Email and SMS", "updated_at": "2026-07-30T12:41:18.936-07:00", "url": "https://stspg.io/mnqkkltgflsk" }, { "body": "After actively monitoring system performance, we are happy to report that the Cloudflare issue is now resolved and Gladly is fully operational. \n\nWe will distribute a thorough Root Cause Analysis (RCA) for this incident via email as soon as possible. The RCA will contain details on root cause, incident timeline, recovery steps, and remediation steps.\n\nPlease contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.", "first_seen": "2026-09-04T07:06:16Z", "impact": "minor", "last_seen": "2026-09-16T12:28:20Z", "resolved_at": "2026-06-22T09:59:03.875-07:00", "resolved_inferred": false, "started_at": "2026-06-22T06:52:54.000-07:00", "state": "resolved", "title": "Investigating Gladly Team not loading", "updated_at": "2026-06-22T09:59:03.893-07:00", "url": "https://stspg.io/31f4xwkw6mw7" }, { "body": "After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly is fully operational. \n\nWe will distribute a thorough Root Cause Analysis (RCA) for this incident via email as soon as possible. The RCA will contain details on root cause, incident timeline, recovery steps, and remediation steps.\n\nPlease contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.", "first_seen": "2026-09-04T07:06:16Z", "impact": "none", "last_seen": "2026-09-16T12:28:20Z", "resolved_at": "2026-06-02T09:21:29.755-07:00", "resolved_inferred": false, "started_at": "2026-06-02T07:52:41.434-07:00", "state": "resolved", "title": "Gladly Team not loading", "updated_at": "2026-06-02T09:21:32.235-07:00", "url": "https://stspg.io/0f5z7c3wp6xp" }, { "body": "We have confirmed that Gladly has recovered, and agents accessing Gladly from APAC regions should no longer be seeing latency issues. \n\nPlease contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.", "first_seen": "2026-09-04T07:06:16Z", "impact": "minor", "last_seen": "2026-09-16T12:28:20Z", "resolved_at": "2026-05-21T22:25:04.000-07:00", "resolved_inferred": false, "started_at": "2026-05-21T21:08:19.000-07:00", "state": "resolved", "title": "Intermittent issues loading conversations from the APAC region", "updated_at": "2026-05-21T22:25:35.491-07:00", "url": "https://stspg.io/hjb8f2n3kzqy" }, { "body": "After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly AI is fully operational. \n\nThe initial impact was from 12:25-12:52pm PT and secondary one from 2:30-2:40pm PT.\n\nWe will distribute a thorough Root Cause Analysis (RCA) for this incident via email as soon as possible. The RCA will contain details on root cause, incident timeline, recovery steps, and remediation steps.\n\nPlease contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.", "first_seen": "2026-09-04T07:06:16Z", "impact": "major", "last_seen": "2026-09-16T12:28:20Z", "resolved_at": "2026-05-20T14:27:27.000-07:00", "resolved_inferred": false, "started_at": "2026-05-20T12:31:51.000-07:00", "state": "resolved", "title": "Gladly AI Issues Identified", "updated_at": "2026-05-22T06:46:36.393-07:00", "url": "https://stspg.io/th222x1wx2pd" }, { "body": "After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly is fully operational. \n\nPlease contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.", "first_seen": "2026-09-04T07:06:16Z", "impact": "minor", "last_seen": "2026-09-16T12:28:20Z", "resolved_at": "2026-05-07T20:19:26.876-07:00", "resolved_inferred": false, "started_at": "2026-05-07T18:24:20.026-07:00", "state": "resolved", "title": "Intermittent Latency in Liveboards and Routing", "updated_at": "2026-05-07T20:19:26.890-07:00", "url": "https://stspg.io/jm7qyz8kpv6p" }, { "body": "Between 10:43 PM - 10:52 PM PT on 04/01/2026, Agents who refreshed their pages or attempted to login to Gladly were unable to do so. Gladly has issued a hotfix for this, and is operating as expected again. \n\nPlease contact Gladly Support if you have any further questions.", "first_seen": "2026-09-04T07:06:16Z", "impact": "major", "last_seen": "2026-09-16T12:28:20Z", "resolved_at": "2026-04-01T22:43:00.000-07:00", "resolved_inferred": false, "started_at": "2026-04-01T22:43:00.000-07:00", "state": "resolved", "title": "Gladly Login Issues", "updated_at": "2026-04-01T23:24:55.389-07:00", "url": "https://stspg.io/389z2k31k12x" }, { "body": "This incident has been resolved.", "first_seen": "2026-09-04T07:06:16Z", "impact": "none", "last_seen": "2026-09-16T12:28:20Z", "resolved_at": "2026-01-27T19:58:27.796-08:00", "resolved_inferred": false, "started_at": "2026-01-27T11:06:40.116-08:00", "state": "resolved", "title": "Increased Unexpected Handoffs (Gladly Structured Threads - Legacy)", "updated_at": "2026-01-28T13:46:01.266-08:00", "url": "https://stspg.io/nbf8w24s2z3v" }, { "body": "After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly is fully operational. \n\nWe will distribute a thorough Root Cause Analysis (RCA) for this incident via email as soon as possible. The RCA will contain details on root cause, incident timeline, recovery steps, and remediation steps.\n\nPlease contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.", "first_seen": "2026-09-04T07:06:16Z", "impact": "critical", "last_seen": "2026-09-16T12:28:20Z", "resolved_at": "2026-01-22T00:17:57.151-08:00", "resolved_inferred": false, "started_at": "2026-01-21T23:51:42.393-08:00", "state": "resolved", "title": "Investigating Login Issue", "updated_at": "2026-01-22T00:17:57.168-08:00", "url": "https://stspg.io/zsn5qd61ry5b" }, { "body": "This incident has been resolved.", "first_seen": "2026-09-04T07:06:16Z", "impact": "none", "last_seen": "2026-09-16T12:28:20Z", "resolved_at": "2026-01-17T11:55:52.263-08:00", "resolved_inferred": false, "started_at": "2026-01-17T11:43:14.607-08:00", "state": "resolved", "title": "Intermittent issues loading conversations", "updated_at": "2026-01-17T12:28:13.799-08:00", "url": "https://stspg.io/ng69j96v1vvz" }, { "body": "Between 10:02 PM PT to 10:13 PM PT, Agents who refreshed Gladly were logged out of the platform and unable to log back in. A fix was rolled out at 10:13 PM PT, which resolved this incident. \n\nPlease contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.", "first_seen": "2026-09-04T07:06:16Z", "impact": "major", "last_seen": "2026-09-16T12:28:20Z", "resolved_at": "2026-01-07T22:02:00.000-08:00", "resolved_inferred": false, "started_at": "2026-01-07T22:02:00.000-08:00", "state": "resolved", "title": "Gladly Login Issues Upon Page Refresh", "updated_at": "2026-01-08T09:40:32.003-08:00", "url": "https://stspg.io/x7cg6ww88mys" }, { "body": "After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly is fully operational. \n\nWe will distribute a thorough Root Cause Analysis (RCA) for this incident via email as soon as possible. The RCA will contain details on root cause, incident timeline, recovery steps, and remediation steps.\n\nPlease contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.", "first_seen": "2026-09-04T07:06:16Z", "impact": "minor", "last_seen": "2026-09-16T12:28:20Z", "resolved_at": "2025-12-19T10:04:23.435-08:00", "resolved_inferred": false, "started_at": "2025-12-19T08:59:50.043-08:00", "state": "resolved", "title": "Investigating Latency", "updated_at": "2025-12-19T10:04:23.455-08:00", "url": "https://stspg.io/zf4wmvgwn1hn" }, { "body": "After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly is fully operational. \n\nWe will distribute a thorough Root Cause Analysis (RCA) for this incident via email as soon as possible. The RCA will contain details on root cause, incident timeline, recovery steps, and remediation steps.\n\nPlease contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.", "first_seen": "2026-09-04T07:06:16Z", "impact": "critical", "last_seen": "2026-09-16T12:28:20Z", "resolved_at": "2025-12-05T01:20:27.946-08:00", "resolved_inferred": false, "started_at": "2025-12-05T00:56:21.000-08:00", "state": "resolved", "title": "Investigating Login Issue", "updated_at": "2025-12-11T15:48:32.898-08:00", "url": "https://stspg.io/sh6p3wdshrhm" }, { "body": "As of 3:01 PM PDT, all AWS services have returned to normal operations, Gladly platform is now fully operational.\n\nOur engineering team continues to monitor system performance and will share AWS\u2019s (RCA) once available.\n\nIf you have any questions or notice lingering issues, please contact Gladly Support or use this alternative form.\n\nThank you for your patience and understanding during this incident.", "first_seen": "2026-09-04T07:06:16Z", "impact": "minor", "last_seen": "2026-09-16T12:28:20Z", "resolved_at": "2025-10-20T15:01:33.000-07:00", "resolved_inferred": false, "started_at": "2025-10-20T07:16:40.000-07:00", "state": "resolved", "title": "Investigating Performance Issue", "updated_at": "2025-10-24T16:50:29.793-07:00", "url": "https://stspg.io/dtkv4r70z4g6" }, { "body": "After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly is operational. Backfills of Customer Journeys will be completed imminently. \n\nWe will distribute a thorough Root Cause Analysis (RCA) for this incident via email as soon as possible. The RCA will contain details on root cause, incident timeline, recovery steps, and remediation steps.\n\nPlease contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.", "first_seen": "2026-09-04T07:06:16Z", "impact": "critical", "last_seen": "2026-09-16T12:28:20Z", "resolved_at": "2025-10-20T02:56:16.599-07:00", "resolved_inferred": false, "started_at": "2025-10-20T00:10:46.000-07:00", "state": "resolved", "title": "Investigating Performance Issue", "updated_at": "2025-10-24T16:45:08.415-07:00", "url": "https://stspg.io/ht91n3cdyppb" }, { "body": "This incident has been resolved.", "first_seen": "2026-09-04T07:06:16Z", "impact": "none", "last_seen": "2026-09-16T12:28:20Z", "resolved_at": "2025-10-09T16:35:14.873-07:00", "resolved_inferred": false, "started_at": "2025-10-09T06:24:25.000-07:00", "state": "resolved", "title": "'Shared' reports category missing (Insight Builder) and Language filter", "updated_at": "2025-10-09T16:35:14.892-07:00", "url": "https://stspg.io/725j4n0c6jsm" }, { "body": "Our technology partner has deployed a fix for this issue. Gladly Reports and Insight Builders should be operating as expected again as of 6:09 PM PT.\n\nPlease contact gladly support should you have any questions.", "first_seen": "2026-09-04T07:06:16Z", "impact": "minor", "last_seen": "2026-09-16T12:28:20Z", "resolved_at": "2025-09-24T18:12:14.360-07:00", "resolved_inferred": false, "started_at": "2025-09-24T17:39:07.246-07:00", "state": "resolved", "title": "Gladly Reports and Insight Builder Data Latency", "updated_at": "2025-09-24T18:12:14.375-07:00", "url": "https://stspg.io/yfdfhr43qktp" }, { "body": "Our monitoring has confirmed that Gladly is stable and fully performant. We will distribute a thorough root cause analysis (RCA) for this incident via email as soon as possible. The RCA will contain details on root cause, incident timeline, recovery steps, and remediation steps.\n\nPlease contact Gladly Support should you have any questions.", "first_seen": "2026-09-04T07:06:16Z", "impact": "major", "last_seen": "2026-09-16T12:28:20Z", "resolved_at": "2025-08-21T12:59:19.650-07:00", "resolved_inferred": false, "started_at": "2025-08-21T10:35:24.540-07:00", "state": "resolved", "title": "Unable to log into Gladly", "updated_at": "2025-08-21T12:59:19.668-07:00", "url": "https://stspg.io/r3gksg9c9bjn" } ] }