Gladly experienced a critical incident on January 22, 2026 affecting Gladly Team Solution and Gladly Structured Threads Solution (Legacy), lasting 26m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Jan 22, 2026, 07:51 AM UTC
Gladly is investigating a login issue. We are continuing to work on a resolution, and will continue updating this page every 30 minutes or sooner. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
- identified Jan 22, 2026, 08:14 AM UTC
We have identified the issue, and are working as expediently as possible to resolve it. We will continue to update this Status Page every 30 minutes or sooner until resolved. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
- monitoring Jan 22, 2026, 08:14 AM UTC
A fix has been deployed for this issue, and we will continue to monitor. We will post a final update when fully resolved. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
- resolved Jan 22, 2026, 08:17 AM UTC
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.