Gladly incident

Increased Unexpected Handoffs (Gladly Structured Threads - Legacy)

Gladly experienced a notice incident on January 27, 2026 affecting Gladly Structured Threads Solution (Legacy), lasting 8h 51m. The incident has been resolved; the full update timeline is below.

Started: Jan 27, 2026, 07:06 PM UTC
Resolved: Jan 28, 2026, 03:58 AM UTC
Duration: 8h 51m
Detected by Pingoru: Jan 27, 2026, 07:06 PM UTC

Affected components

Gladly Structured Threads Solution (Legacy)

Update timeline

investigating Jan 27, 2026, 07:06 PM UTC

We're actively investigating a sudden increase of unexpected handoffs for customers on (V1) Structured Threads. Please note that this is not affecting Guides.
monitoring Jan 27, 2026, 07:41 PM UTC

Handoff behavior has normalized. Our engineering team is performing a root cause analysis to understand the recent fluctuations and prevent recurrence.
monitoring Jan 28, 2026, 03:57 AM UTC

Following a period of stable performance monitoring, we have confirmed the issue is fully resolved. Our engineering team is now conducting a post-mortem analysis to implement long-term preventative measures.
resolved Jan 28, 2026, 03:58 AM UTC

This incident has been resolved.