Gladly incident
Increased Unexpected Handoffs (Gladly Structured Threads - Legacy)
Resolved after 8 hours 51 minutes, affecting Gladly Structured Threads Solution (Legacy), on January 27, 2026.
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.
Affected components
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.
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