Gladly Outage History

We have identified an issue on Gladly AI causing elevated handoffs starting ~12:24 PM PT on Chat, Email and SMS. We have determined root cause, and are expecting to deploy a fix imminently. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

Please advice Gladly Team users to log out of Gladly Team and do a hard refresh of their browser. - Windows: Google Chrome, Microsoft Edge, Press Ctrl + F5 OR Ctrl + Shift + R. - Mac OS: Google Chrome, Edge: Press Cmd + Shift + R.

We are seeing sustained recovery with ability to load conversations from the APAC region. We will continue to monitor. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

Starting 12:31 PM PT, we identified issues causing elevated handoffs for Gladly AI conversations. We are working on a fix and will update the Status Page with next steps as soon as possible. Please contact Gladly Support should you have any questions.

We have identified the root cause of this issue and are working on deploying a fix as soon as possible. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

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.

We have identified the issue, and are deploying a fix. 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.

We are investigating reports of the "Shared" category in the Reports page missing for Team Manager and Administrator users for Gladly customers who use Insight Builder. Agent-only roles are also currently unable to see the "Language" filter in the Answers Panel. Please contact gladly support should you have any questions.

We have identified the cause for the missing 'Shared' reports category in the Insight Builder and are currently working on a hotfix. Concurrently, we are continuing to investigate why the 'Language' filter is missing for Agent-only users in the Answers Panel.

A hotfix is in progress to resolve the issue where the 'Shared' category is missing for Insight Builder (IB) customers. Concurrently, we have two issues that are still under investigation: one concerning missing Sidekick Journey data missing, and another regarding the missing 'Language' filter within the Answers Panel. Edit - As of 8:58 AM PT, Sidekick Journeys data has been restored.

The fix for the 'Shared' category missing for Insight Builder users is being released to the staging environment for additional testing. The issue causing the 'Language' filter to be missing in the Answers Panel for Agent-only roles remains under investigation.

The fix for the ‘Shared’ category missing for Insight Builder users is released to the staging environment and is actively being tested. The issue causing the ‘Language’ filter to be missing in the Answers Panel for Agent-only roles remains under investigation.

The fix for the ‘Shared’ category missing for Insight Builder users is released to the staging environment and is actively being tested. The issue causing the ‘Language’ filter to be missing in the Answers Panel for Agent-only roles has been identified and a fix is currently in the works. We're aiming to release the fix for both issues at the same time.

We have an identified an issue causing elevated data latency beginning ~4:09 PM PT today on Gladly Reports and Gladly Insight Builder. This issue does not affect the Events API, Webhooks, Liveboards or AWS EventBridge, which continue to function as expected. Please contact gladly support should you have any questions.

We have begun to see intermittent availability for Agents to log in due to a recent fix, and are continuing to prioritize all resources into full recovery. We continue to partner with Cloudflare on their ongoing issues, which we are seeing affect behavior. We are working as expediently as possible to resolve this and will continue updating the Status 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.

One of our partners – Cloudflare – is having a major incident with their network configurations that has caused these issues. You can read more on their Status Page here: https://www.cloudflarestatus.com/incidents/d9n3g1vnxdd2 We continue to work closely with them on a resolution, and will update you as soon as possible here. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

We've identified an issue that's preventing the Journeys page from loading Sidekick data and a fix will be rolled out in the next hour. Please note that this is not affecting Sidekick interactions with customers.