Gladly experienced a minor incident on March 31, 2025 affecting Channel - Voice, lasting 1h 37m. The incident has been resolved; the full update timeline is below.
Affected components
Update timeline
- investigating Mar 31, 2025, 03:52 PM UTC
Gladly has identified an issue with intermittent inbound Voice calls disconnecting. We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
- identified Mar 31, 2025, 04:19 PM UTC
Gladly has identified an issue with our telephony partner, and are working closely with them to resolve the issues with inbound calls. We will continue updating the Status Page every 30 minutes. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
- identified Mar 31, 2025, 04:40 PM UTC
Our telephony partner has identified the issue and is implementing a fix. We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
- identified Mar 31, 2025, 05:02 PM UTC
Our telephony partner has applied a remediation while continuing to investigate the root cause. We have not seen issues in the past 15 minutes, and will continue to monitor closely. We'll be back with another update in 30 minutes or less. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
- monitoring Mar 31, 2025, 05:17 PM UTC
We have confirmed we have not seen issues in the past 30 minutes, and will continue to monitor. We'll send a final update once we conclude monitoring and confirm the issue is 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 Mar 31, 2025, 05:30 PM UTC
After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly is fully operational. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.