Resolved after 24 minutes, affecting Gladly Team Solution and Gladly Structured Threads Solution (Legacy), on December 5, 2025.
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.
Other major vendors with incidents that started within 30 minutes of this one
Affected components
Update timeline
- investigating Dec 05, 2025, 09:11 AM UTC
Gladly is investigating an issue where users are unable to log into Gladly. 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 Dec 05, 2025, 09:15 AM UTC
We have identified the cause as due to an issue with our partner, Cloudflare. You can read more on their status page here: https://www.cloudflarestatus.com/incidents/lfrm31y6sw9q Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
- monitoring Dec 05, 2025, 09:15 AM UTC
Cloudflare has deployed a fix 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 Dec 05, 2025, 09:20 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.
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