Gladly experienced a minor incident on October 19, 2026 affecting Reporting, lasting 3h 8m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- identified Oct 19, 2026, 06:29 PM UTC
We are investigating issues with Gladly Insights Agent causing conversational report building / querying to return errors. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
- monitoring Oct 19, 2026, 06:48 PM UTC
We have identified root cause and have deployed a fix that we are monitoring. Customers should now be able to access Insights Agent again after exiting, then re-entering it. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
- resolved Oct 19, 2026, 09:37 PM UTC
We have completed our monitoring period, and have confirmed that the fix we implemented has addressed this issue fully. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.