Investigating Gladly Voice & Log-In Degradation

Update timeline

1. investigating Sep 25, 2024, 03:17 PM UTC

   Gladly is investigating an issue with Gladly voice and Agents being logged out. 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.

2. monitoring Sep 25, 2024, 03:31 PM UTC

   A fix has been deployed for this issue and we are seeing the system stabilize. We will continue to monitor the system and provide updates if necessary. We'll send our final update on this issue once we conclude our monitoring and confirm the issue is resolved. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

3. monitoring Sep 25, 2024, 03:45 PM UTC

   Between 7:58 AM and 8:00 AM PT Agents may have experienced a "Try Again" disconnection error when logged into Gladly. This was resolved at 8:00 AM PT, and we are continuing to monitor. We'll send our final update on this issue once we conclude our monitoring and confirm the issue is resolved. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

4. resolved Sep 25, 2024, 04:28 PM UTC

   After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly is fully operational. Stuck calls, should have automatically ended after 1-hour, however, you can also send Gladly Support the links to the calls for us to manually end them if you are experiencing any prevailing issues. Any SMS(es) that failed during this time will also be re-sent. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.