Gladly incidents — Vendor Status Watch

Intermittent Report Loading Issues [resolved]

Thu, 10 Sep 2026 15:08:23 +0000

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. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

Reports Not Loading [resolved]

Wed, 09 Sep 2026 22:19:29 +0000

Our post-fix monitoring has indicated that this issue is now resolved. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

Reports not loading [resolved]

Wed, 09 Sep 2026 12:50:22 +0000

A fix has been deployed for this issue, and we will continue to monitor. We will post a final update when fully resolved. Google support team restarted the instance to fix Looker access. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

Reports not loading [resolved]

Mon, 31 Aug 2026 22:55:52 +0000

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. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

Investigating Login Issue [resolved]

Sat, 01 Aug 2026 06:06:44 +0000

We have completed our monitoring period and confirmed that the issue is fully mitigated. All services are functioning normally. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

Gladly AI Elevated Handoffs on Chat, Email and SMS [resolved]

Thu, 30 Jul 2026 19:37:31 +0000

This has been resolved as of 12:40 PM PT, and Gladly AI is no longer experiencing elevated handoffs on Chat, Email and SMS. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

Investigating Gladly Team not loading [resolved]

Mon, 22 Jun 2026 13:52:54 +0000

After actively monitoring system performance, we are happy to report that the Cloudflare issue is now resolved and Gladly is fully operational. 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. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

Gladly Team not loading [resolved]

Tue, 02 Jun 2026 14:52:41 +0000

After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly is fully operational. 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. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

Intermittent issues loading conversations from the APAC region [resolved]

Fri, 22 May 2026 04:08:19 +0000

We have confirmed that Gladly has recovered, and agents accessing Gladly from APAC regions should no longer be seeing latency issues. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

Gladly AI Issues Identified [resolved]

Wed, 20 May 2026 19:31:51 +0000

After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly AI is fully operational. The initial impact was from 12:25-12:52pm PT and secondary one from 2:30-2:40pm PT. 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. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

Intermittent Latency in Liveboards and Routing [resolved]

Fri, 08 May 2026 01:24:20 +0000

After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly is fully operational. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

Gladly Login Issues [resolved]

Thu, 02 Apr 2026 05:43:00 +0000

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. Please contact Gladly Support if you have any further questions.

Increased Unexpected Handoffs (Gladly Structured Threads - Legacy) [resolved]

Tue, 27 Jan 2026 19:06:40 +0000

This incident has been resolved.

Investigating Login Issue [resolved]

Thu, 22 Jan 2026 07:51:42 +0000

Intermittent issues loading conversations [resolved]

Sat, 17 Jan 2026 19:43:14 +0000

This incident has been resolved.

Gladly Login Issues Upon Page Refresh [resolved]

Thu, 08 Jan 2026 06:02:00 +0000

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. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

Investigating Latency [resolved]

Fri, 19 Dec 2025 16:59:50 +0000

Investigating Login Issue [resolved]

Fri, 05 Dec 2025 08:56:21 +0000

Investigating Performance Issue [resolved]

Mon, 20 Oct 2025 14:16:40 +0000

As of 3:01 PM PDT, all AWS services have returned to normal operations, Gladly platform is now fully operational. Our engineering team continues to monitor system performance and will share AWS’s (RCA) once available. If you have any questions or notice lingering issues, please contact Gladly Support or use this alternative form. Thank you for your patience and understanding during this incident.

Investigating Performance Issue [resolved]

Mon, 20 Oct 2025 07:10:46 +0000

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. 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. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

'Shared' reports category missing (Insight Builder) and Language filter [resolved]

Thu, 09 Oct 2025 13:24:25 +0000

This incident has been resolved.

Gladly Reports and Insight Builder Data Latency [resolved]

Thu, 25 Sep 2025 00:39:07 +0000

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. Please contact gladly support should you have any questions.

Unable to log into Gladly [resolved]

Thu, 21 Aug 2025 17:35:24 +0000

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. Please contact Gladly Support should you have any questions.