Apr <var data-var='date'> 1</var>, <var data-var='time'>22:43</var> PDT Resolved - Between 10:43 PM - 10:52 PM PT on 04/01/2026, Agents who refreshed their pages or attempted to login to Gladly were unable to do so. Gladly has issued a hotfix for this, and is operating as expected again. Please contact Gladly Support if you have any further questions.

Gladly Login Issues

Jan <var data-var='date'>27</var>, <var data-var='time'>19:58</var> PST Resolved - This incident has been resolved.Jan <var data-var='date'>27</var>, <var data-var='time'>19:57</var> PST Update - Following a period of stable performance monitoring, we have confirmed the issue is fully resolved. Our engineering team is now conducting a post-mortem analysis to implement long-term preventative measures.Jan <var data-var='date'>27</var>, <var data-var='time'>11:41</var> PST Monitoring - Handoff behavior has normalized. Our engineering team is performing a root cause analysis to understand the recent fluctuations and prevent recurrence.Jan <var data-var='date'>27</var>, <var data-var='time'>11:06</var> PST Investigating - We're actively investigating a sudden increase of unexpected handoffs for customers on (V1) Structured Threads. Please note that this is not affecting Guides.

Increased Unexpected Handoffs (Gladly Structured Threads - Legacy)

Jan <var data-var='date'>22</var>, <var data-var='time'>00:17</var> PST Resolved - 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 <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36" target="_blank">alternative form</a> if you are unable to access the Help page.Jan <var data-var='date'>22</var>, <var data-var='time'>00:14</var> PST Monitoring - 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 <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36" target="_blank">alternative form</a> if you are unable to access the Help page.Jan <var data-var='date'>22</var>, <var data-var='time'>00:10</var> PST Identified - 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 <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36" target="_blank">alternative form</a> if you are unable to access the Help page.Jan <var data-var='date'>21</var>, <var data-var='time'>23:51</var> PST Investigating - 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 <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36" target="_blank">alternative form</a> if you are unable to access the Help page.

Investigating Login Issue

Jan <var data-var='date'>17</var>, <var data-var='time'>11:55</var> PST Resolved - This incident has been resolved.Jan <var data-var='date'>17</var>, <var data-var='time'>11:43</var> PST Identified - 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 <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36" target="_blank">alternative form</a> if you are unable to access the Help page.

Intermittent issues loading conversations

Jan <var data-var='date'> 7</var>, <var data-var='time'>22:02</var> PST Resolved - Between 10:02 PM PT to 10:13 PM PT, Agents who refreshed Gladly were logged out of the platform and unable to log back in. A fix was rolled out at 10:13 PM PT, which resolved this incident. Please contact Gladly Support should you have any questions or use this <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36">alternative form</a> if you are unable to access the Help page.

Gladly Login Issues Upon Page Refresh

Dec <var data-var='date'>19</var>, <var data-var='time'>10:04</var> PST Resolved - 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 <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36" target="_blank">alternative form</a> if you are unable to access the Help page.Dec <var data-var='date'>19</var>, <var data-var='time'>09:43</var> PST Monitoring - 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 <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36" target="_blank">alternative form</a> if you are unable to access the Help page.Dec <var data-var='date'>19</var>, <var data-var='time'>09:18</var> PST Identified - 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 <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36" target="_blank">alternative form</a> if you are unable to access the Help page.Dec <var data-var='date'>19</var>, <var data-var='time'>08:59</var> PST Investigating - Gladly is investigating intermittent latency. We are continuing to work on a resolution, and will continue updating this page every 30 minutes or sooner. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36" target="_blank">alternative form</a> if you are unable to access the Help page.

Investigating Latency

Dec <var data-var='date'> 5</var>, <var data-var='time'>01:20</var> PST Resolved - 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 <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36" target="_blank">alternative form</a> if you are unable to access the Help page.Dec <var data-var='date'> 5</var>, <var data-var='time'>01:12</var> PST Monitoring - 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 <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36" target="_blank">alternative form</a> if you are unable to access the Help page.Dec <var data-var='date'> 5</var>, <var data-var='time'>01:00</var> PST Identified - 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 <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36" target="_blank">alternative form</a> if you are unable to access the Help page.Dec <var data-var='date'> 5</var>, <var data-var='time'>00:56</var> PST Investigating - 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 <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36" target="_blank">alternative form</a> if you are unable to access the Help page.

Oct <var data-var='date'>20</var>, <var data-var='time'>15:01</var> PDT Resolved - As of 3:01 PM PDT, all AWS services have returned to normal operations, Gladly platform is now fully operational. Our engineering team continues to monitor system performance and will share AWS’s (RCA) once available. If you have any questions or notice lingering issues, please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> or use this <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36" target="_blank">alternative form</a>. Thank you for your patience and understanding during this incident.Oct <var data-var='date'>20</var>, <var data-var='time'>14:45</var> PDT Monitoring - We are continuing to see recovery with chat, phone and messaging services fully restored. Customers may experience delays in reporting updates. We expect these to continue resolving throughout the evening. If you have any questions or need assistance, please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> or use this <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36" target="_blank">alternative form</a> if you’re unable to access the Help page. Thank you for your continued patience as AWS finalizes recovery efforts.Oct <var data-var='date'>20</var>, <var data-var='time'>14:35</var> PDT Update - We are continuing to see recovery with chat, phone and messaging services fully restored. Customers may experience delays in reporting updates. We expect these to continue resolving throughout the evening. If you have any questions or need assistance, please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> or use this <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36" target="_blank">alternative form</a> if you’re unable to access the Help page. Thank you for your continued patience as AWS finalizes recovery efforts.Oct <var data-var='date'>20</var>, <var data-var='time'>14:20</var> PDT Update - We’d like to share the latest update regarding the ongoing issue impacting the Gladly platform. As of October 20, 2:20 PM PDT, AWS has restored EC2 instance launch throttles to pre-event levels, and EC2 launch failures have fully recovered across all Availability Zones (AZs) in the US-EAST-1 Region. AWS services that depend on EC2 launches—such as Redshift—are successfully processing their backlogs and are expected to reach full recovery within the next two hours. Because the Gladly platform relies on AWS infrastructure, some customers may continue to experience intermittent performance or connectivity issues across the platform, including: Platform access and speed Phone call connectivity or missed calls Chat routing to agents Related integrations and connected services Our engineering team remains in close coordination with AWS and continues to monitor all systems as recovery progresses toward complete restoration. We will provide the next update by 2:30 PM PDT or sooner as new information becomes available. If you have any questions or require assistance, please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> or use this <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36" target="_blank">alternative form</a> if you are unable to access the Help page. Thank you for your continued patience and understanding as we work diligently toward full platform recovery.Oct <var data-var='date'>20</var>, <var data-var='time'>13:52</var> PDT Update - We’d like to provide the latest update regarding the ongoing issue impacting the Gladly platform. As of 1:03 PM PDT, AWS reports continued service recovery across all AWS services. They have begun reducing throttles for new EC2 instance launches in the US-EAST-1 region that were previously implemented to mitigate impact. Because the Gladly platform relies on AWS infrastructure, some customers may still experience intermittent performance or connectivity issues across areas such as: Platform access and load times Phone calls not connecting or being missed Chats not routing properly to agents Related integrations and connected services Our engineering team remains in close coordination with AWS and continues to monitor their progress to ensure the complete restoration of all Gladly services. We will provide the next update by 2:00 PM PDT or sooner as new information becomes available. If you have any questions or require assistance, please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> or use this <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36" target="_blank">alternative form</a> if you are unable to access the Help page. Thank you for your continued patience and understanding as we work diligently toward full platform recovery.Oct <var data-var='date'>20</var>, <var data-var='time'>13:12</var> PDT Update - We’d like to provide the latest update regarding the ongoing issue impacting the Gladly platform. As of 1:03 PM PDT, AWS reports continued service recovery across all AWS services. They have begun reducing throttles for new EC2 instance launches in the US-EAST-1 region that were previously implemented to mitigate impact. Because the Gladly platform relies on AWS infrastructure, some customers may still experience intermittent performance or connectivity issues across areas such as: Platform access and load times Phone calls not connecting or being missed Chats not routing properly to agents Related integrations and connected services Our engineering team remains in close coordination with AWS and continues to monitor their progress to ensure the complete restoration of all Gladly services. We will provide the next update by 1:45 PM PDT or sooner as new information becomes available. If you have any questions or require assistance, please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> or use this <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36" target="_blank">alternative form</a> if you are unable to access the Help page. Thank you for your continued patience and understanding as we work diligently toward full platform recovery.Oct <var data-var='date'>20</var>, <var data-var='time'>12:32</var> PDT Update - We’d like to share the latest update regarding the ongoing issue impacting the Gladly platform. As of 12:30 PM PDT, AWS continues to observe recovery across all services. Instance launches are now succeeding across multiple Availability Zones (AZs) in the US-EAST-1 region, and overall network connectivity continues to improve. Because the Gladly platform relies on AWS infrastructure, this incident continues to cause intermittent disruptions across multiple areas of Gladly, including: Platform access and performance Phone calls not connecting or missed calls Chats not routing to agents Related integrations and connected services Our engineering team remains in close coordination with AWS and continues to actively monitor progress to ensure full restoration of Gladly services. We will provide the next update by 1:00 PM PDT or sooner as new information becomes available. If you have any questions or require assistance, please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> or use this <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36" target="_blank">alternative form</a> if you are unable to access the Help page. Thank you for your continued patience and understanding as we work diligently to restore full platform functionality.Oct <var data-var='date'>20</var>, <var data-var='time'>12:05</var> PDT Update - We’d like to provide the latest update regarding the ongoing issue impacting the Gladly platform. As of 11:22 AM PDT, AWS reports continued progress in resolving launch failures for new EC2 instances. They are seeing increased launches of new instances and decreasing network connectivity issues in the US-EAST-1 region. Because the Gladly platform relies on AWS infrastructure, this outage has resulted in intermittent disruptions across multiple areas of Gladly, including: Platform access and overall performance Phone calls not connecting and missed calls Chats not routing properly to agents Related integrations and connected services Our engineering team continues to closely monitor AWS recovery efforts and is actively coordinating to ensure full restoration of Gladly services. We will provide the next update by 12:30 PM PDT or sooner as new information becomes available. If you have any questions or require assistance, please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> or use this <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36" target="_blank">alternative form</a> if you are unable to access the Help page. Thank you for your continued patience and understanding as we work diligently to restore full platform functionality.Oct <var data-var='date'>20</var>, <var data-var='time'>11:29</var> PDT Update - We’d like to share the latest update regarding the ongoing issue impacting the Gladly platform. As of 10:38 AM PDT, AWS reports progress in resolving launch failures for new EC2 instances. Internal subsystems within EC2 are now showing early signs of recovery in several Availability Zones (AZs) within the US-EAST-1 region. AWS is applying mitigations to the remaining AZs, after which launch errors and network connectivity issues are expected to subside. Because the Gladly platform relies on AWS infrastructure, this incident continues to cause intermittent disruptions across multiple areas of Gladly, including: Platform access and overall performance Inability to connect to phone calls Missed or failed call connections Chats not routing properly to agents Related integrations and connected services Our engineering team remains in close coordination with AWS and continues to monitor recovery efforts closely to ensure full restoration of Gladly services. We will provide the next update by 12:00 PM PDT or sooner as new information becomes available. If you have any questions or require assistance, please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> or use this <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36" target="_blank">alternative form</a> if you are unable to access the Help page. Thank you for your continued patience and understanding as we work diligently to restore full platform functionality.Oct <var data-var='date'>20</var>, <var data-var='time'>10:32</var> PDT Update - We’d like to share the latest update regarding the Voice and Reporting errors currently affecting some Gladly customers. As of October 20, 9:45 AM PDT, AWS continues to apply mitigation steps to address the network load balancer health issue impacting multiple AWS services. Connectivity has been restored for most services, and recovery efforts are ongoing. We are closely monitoring the situation and will provide the next update within 30 minutes or sooner as new information becomes available. If you have any questions or require assistance, please contact<a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36" target="_blank">alternative form</a> if you are unable to access the Help page. . Thank you for your continued patience and understanding.Oct <var data-var='date'>20</var>, <var data-var='time'>10:03</var> PDT Update - 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 <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36" target="_blank">alternative form</a> if you are unable to access the Help page.Oct <var data-var='date'>20</var>, <var data-var='time'>09:30</var> PDT Update - 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 <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36" target="_blank">alternative form</a> if you are unable to access the Help page.Oct <var data-var='date'>20</var>, <var data-var='time'>09:03</var> PDT Update - We’d like to provide an update on the Voice and Reporting errors currently affecting some Gladly customers. As of October 20, 8:43 AM PDT, AWS has identified the source of the network connectivity issues impacting its services. According to AWS, the root cause is an internal subsystem these issues have caused intermittent disruptions in Voice and Reporting functions for some customers. Our engineering team continues to closely monitor AWS’s recovery efforts and will take all necessary actions to stabilize performance on our end. We will provide the next update within 30 minutes or sooner as new information becomes available. If you have any questions or need assistance, please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36" target="_blank">alternative form</a> if you are unable to access the Help page. Thank you for your patience and understanding as we work to ensure full service restoration.Oct <var data-var='date'>20</var>, <var data-var='time'>08:33</var> PDT Identified - We are currently aware of and actively investigating Voice and Reporting errors impacting some Gladly customers. Our initial findings indicate that these disruptions are related to the ongoing AWS infrastructure incident affecting multiple services globally. Our engineering teams are closely monitoring both AWS updates while implementing mitigation steps to minimize impact. We are working as expediently as possible to restore full functionality. We will continue to update this Status Page every 30 minutes or sooner if new information becomes available until the issue is fully resolved. If you have any questions or require assistance, Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36" target="_blank">alternative form</a> if you are unable to access the Help page. Thank you for your continued patience and understanding as we work to restore normal operations.Oct <var data-var='date'>20</var>, <var data-var='time'>08:00</var> PDT Update - We are aware of and actively addressing the Voice and Reporting errors currently impacting some Gladly customers. Our engineering team is working as expediently as possible to identify the cause and implement a resolution. We will continue to update this Status Page every 30 minutes or sooner if new information becomes available until the issue is fully resolved. If you have any questions or require assistance, please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36" target="_blank">alternative form</a> if you are unable to access the Help page. Thank you for your patience and understanding as we work diligently to restore full functionality.Oct <var data-var='date'>20</var>, <var data-var='time'>07:16</var> PDT Investigating - We are currently investigating reports of Voice and Reporting errors that are affecting some Gladly customers. Our engineering team is actively working to identify the root cause and restore full functionality as quickly as possible. We will continue to provide updates every 30 minutes as more information becomes available and progress is made toward resolution. If you have any questions or need assistance in the meantime, please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36" target="_blank">alternative form</a> if you are unable to access the Help page. We appreciate your patience and understanding as we work to resolve this issue.

Investigating Performance Issue

Oct <var data-var='date'>20</var>, <var data-var='time'>02:56</var> PDT Resolved - After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly is operational. Backfills of Customer Journeys will be completed imminently. 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 <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36" target="_blank">alternative form</a> if you are unable to access the Help page.Oct <var data-var='date'>20</var>, <var data-var='time'>02:39</var> PDT Monitoring - AWS has deployed a fix for this issue, and we will continue to monitor. We will post a final update when fully resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36" target="_blank">alternative form</a> if you are unable to access the Help page.Oct <var data-var='date'>20</var>, <var data-var='time'>02:19</var> PDT Update - We are working as expediently as possible with AWS to resolve their issues. We will continue to update this Status Page every 30 minutes or sooner until resolved. Please contact Gladly Support at support@gladly.com should you have any questions.Oct <var data-var='date'>20</var>, <var data-var='time'>01:51</var> PDT Update - The AWS regional outage is also affecting support request creation through the Gladly UI and the associated responses. Please contact Gladly Support at support@gladly.com should you have any questions.Oct <var data-var='date'>20</var>, <var data-var='time'>00:30</var> PDT Update - We continue to work to mitigate the issues stemming from the AWS outage. We will continue to post updates here every 30 minutes or sooner. Please use this <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36" target="_blank">alternative form</a> to contact Gladly support.Oct <var data-var='date'>20</var>, <var data-var='time'>00:25</var> PDT Update - We are working as expediently as possible with AWS to resolve their issues. We will continue to update this Status Page every 30 minutes or sooner until resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36" target="_blank">alternative form</a> if you are unable to access the Help page.Oct <var data-var='date'>20</var>, <var data-var='time'>00:15</var> PDT Identified - We have identified the issue due to an AWS outage. Agents are intermittently unable to log into Gladly and send messages. You can review the AWS status page here: https://health.aws.amazon.com/health/status We will continue to update this Status Page every 30 minutes or sooner until resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36" target="_blank">alternative form</a> if you are unable to access the Help page.Oct <var data-var='date'>20</var>, <var data-var='time'>00:10</var> PDT Investigating - Gladly is investigating issues with network performance related to an AWS outage. We are continuing to work on a resolution, and will continue updating this page every 30 minutes or sooner. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36" target="_blank">alternative form</a> if you are unable to access the Help page.

Oct <var data-var='date'> 9</var>, <var data-var='time'>16:35</var> PDT Resolved - This incident has been resolved.Oct <var data-var='date'> 9</var>, <var data-var='time'>14:35</var> PDT Monitoring - The fixes for both the missing 'Shared' reports category and the Language filter visibility in the Answers Panel have been released. You'll be asked to reload Gladly to apply the fix. Avoid reloading Gladly while on a live Contact (e.g., phone call) with a customer. Please <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36">contact gladly support</a> should you have any questions or observe new issues.Oct <var data-var='date'> 9</var>, <var data-var='time'>12:30</var> PDT Update - 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.Oct <var data-var='date'> 9</var>, <var data-var='time'>11:22</var> PDT Update - 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.Oct <var data-var='date'> 9</var>, <var data-var='time'>10:15</var> PDT Update - 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.Oct <var data-var='date'> 9</var>, <var data-var='time'>08:57</var> PDT Update - 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.Oct <var data-var='date'> 9</var>, <var data-var='time'>07:41</var> PDT Update - 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.Oct <var data-var='date'> 9</var>, <var data-var='time'>06:24</var> PDT Identified - 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 <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36">contact gladly support</a> should you have any questions.

'Shared' reports category missing (Insight Builder) and Language filter

Sep <var data-var='date'>24</var>, <var data-var='time'>18:12</var> PDT Resolved - Our technology partner has deployed a fix for this issue. Gladly Reports and Insight Builders should be operating as expected again as of 6:09 PM PT. Please <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36">contact gladly support</a> should you have any questions.Sep <var data-var='date'>24</var>, <var data-var='time'>17:39</var> PDT Identified - 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 <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36">contact gladly support</a> should you have any questions.

Gladly Reports and Insight Builder Data Latency

Aug <var data-var='date'>21</var>, <var data-var='time'>12:59</var> PDT Resolved - Our monitoring has confirmed that Gladly is stable and fully performant. 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 <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions.Aug <var data-var='date'>21</var>, <var data-var='time'>11:55</var> PDT Monitoring - As of 11:55 AM PT, we have deployed network configuration fixes to circumvent the Cloudflare issues, which has restored service. As Agents log back in, we recommend they clear their cache and cookies. We will continue to monitor the system and provide a final update. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36" target="_blank">alternative form</a> if you are unable to access the Help page.Aug <var data-var='date'>21</var>, <var data-var='time'>11:41</var> PDT Update - 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 <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36" target="_blank">alternative form</a> if you are unable to access the Help page.Aug <var data-var='date'>21</var>, <var data-var='time'>11:24</var> PDT Identified - 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 <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36" target="_blank">alternative form</a> if you are unable to access the Help page.Aug <var data-var='date'>21</var>, <var data-var='time'>11:08</var> PDT Update - We continue to work on a resolution for the Agent login issue, and will post updates every 30 minutes until the issue is resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36" target="_blank">alternative form</a> if you are unable to access the Help page.Aug <var data-var='date'>21</var>, <var data-var='time'>10:43</var> PDT Update - We are continuing to work on a resolution for the login issue We will continue to post updates to the Statuspage every 30 minutes until the issue is resolved. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36" target="_blank">alternative form</a> if you are unable to access the Help page.Aug <var data-var='date'>21</var>, <var data-var='time'>10:35</var> PDT Investigating - We’re investigating an issue preventing users from accessing Gladly.

Unable to log into Gladly

Aug <var data-var='date'> 7</var>, <var data-var='time'>08:01</var> PDT Resolved - After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly is fully operational. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.Aug <var data-var='date'> 7</var>, <var data-var='time'>07:18</var> PDT Identified - 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.

Sidekick Journeys is not loading data

Jul <var data-var='date'>31</var>, <var data-var='time'>19:15</var> PDT Completed - The scheduled maintenance has been completed.Jul <var data-var='date'>31</var>, <var data-var='time'>19:00</var> PDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.Jul <var data-var='date'>29</var>, <var data-var='time'>09:21</var> PDT Scheduled - Sidekick will undergo a brief scheduled update that may cause a momentary interruption in service (up to 60 seconds) to restart a key Sidekick database to apply backend improvements to enhance the freshness and reliability of Sidekick’s reporting and analytics. What to Expect: - Brief disruption: Sidekick Conversations started during the outage may experience a slight increase in unexpected handoffs for 3–5 minutes post-restart. - No action needed: Normal Service will restore shortly after the restart. Support & Updates: - Real-time updates will be shared here when the maintenance begins and when it ends. - Our Support team will be available via <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36">Support request</a> if your experience is impacted more widely than described above.

Planned Sidekick Maintenance Notice – July 31st, 7 PM PT / 10 PM ET

Jul <var data-var='date'>31</var>, <var data-var='time'>13:26</var> PDT Resolved - Data latency for Gladly Reports and Insight Builder has continued to operate within expected levels. Please <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36">contact gladly support</a> should you have any questions.Jul <var data-var='date'>31</var>, <var data-var='time'>12:31</var> PDT Monitoring - Data latency for Gladly Reports and Insight Builder has been restored within expected levels. We will continue to monitor. Please <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36">contact gladly support</a> should you have any questions.Jul <var data-var='date'>31</var>, <var data-var='time'>11:32</var> PDT Update - We are deploying a fix for this issue, and expect data latency for Gladly Reports and Insight Builder to be restored to within expected levels in 60-75 minutes. We will update the Status Page once completed. Please <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36">contact gladly support</a> should you have any questions.Jul <var data-var='date'>31</var>, <var data-var='time'>11:10</var> PDT Identified - We have an identified an issue causing elevated data latency beginning ~10:30 AM 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 <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36">contact gladly support</a> should you have any questions.

Jul <var data-var='date'>30</var>, <var data-var='time'>23:57</var> PDT Resolved - We have confirmed that the fix deployed has addressed this issue. We will be sending an RCA to those affected as soon as possible. Please <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36">contact gladly support</a> should you have any questions.Jul <var data-var='date'>30</var>, <var data-var='time'>23:42</var> PDT Monitoring - We have deployed and tested the fix for this issue. Note that Agents may need to log out, then log back into Gladly if they are still experiencing issues with Conversations loading. Please <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36">contact gladly support</a> should you have any questions.Jul <var data-var='date'>30</var>, <var data-var='time'>23:10</var> PDT Identified - We have identified a potential fix and are working on deploying it. Please <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36">contact gladly support</a> should you have any questions.Jul <var data-var='date'>30</var>, <var data-var='time'>22:57</var> PDT Investigating - We are currently investigating intermittent reports with Gladly access in certain regions. Please <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36">contact gladly support</a> should you have any questions.

Investigating Gladly Access Issues

Jul <var data-var='date'>16</var>, <var data-var='time'>08:44</var> PDT Resolved - Gladly Sidekick Generative AI-powered conversations continue to resolve and handoff as expected. In addition, we have deployed and verified the UI fix preventing modifications to Guides. Please <a href="https://help.gladly.com/product-docs/pages/en/contact-gladly-support-team">contact Gladly Support</a> should you have any questions or use <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36">this</a> alternative form if you are unable to access the Help page.Jul <var data-var='date'>16</var>, <var data-var='time'>08:00</var> PDT Identified - Gladly Sidekick Generative AI-powered conversations continue to resolve and handoff as expected. In addition, we are working on a fix that may prevent some customers from editing Sidekick Guides and will update the Status Page every 30 minutes or as soon as it is released. Please <a href="https://help.gladly.com/product-docs/pages/en/contact-gladly-support-team">contact Gladly Support</a> should you have any questions or use <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36">this</a> alternative form if you are unable to access the Help page.Jul <var data-var='date'>16</var>, <var data-var='time'>07:27</var> PDT Monitoring - A fix has been deployed, and we are seeing recovery for those affected. We will continue to monitor. Please <a href="https://help.gladly.com/product-docs/pages/en/contact-gladly-support-team">contact Gladly Support</a> should you have any questions or use <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36">this</a> alternative form if you are unable to access the Help page.Jul <var data-var='date'>16</var>, <var data-var='time'>07:19</var> PDT Identified - We have identified an issue causing some customers' Gladly Sidekick Generative AI-powered conversations to hand off prematurely. We are working on a fix and expect to deploy and validate shortly. We will continue to keep the Status Page updated every 30 minutes. Please <a href="https://help.gladly.com/product-docs/pages/en/contact-gladly-support-team">contact Gladly Support</a> should you have any questions or use <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36">this</a> alternative form if you are unable to access the Help page.

Intermittent Sidekick Handoff Errors

Jun <var data-var='date'>27</var>, <var data-var='time'>12:19</var> PDT Resolved - We have confirmed that Sidekick performance has recovered. We will continue to closely monitor over the next hour. Please <a href="https://help.gladly.com/docs/contact-gladly-support">contact Gladly Support</a> should you have any questions or use <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36">this</a> alternative form if you are unable to access the Help page.Jun <var data-var='date'>27</var>, <var data-var='time'>12:11</var> PDT Monitoring - We have deployed a fix and are seeing recovery. We will continue to closely monitor over the next hour. Please <a href="https://help.gladly.com/docs/contact-gladly-support">contact Gladly Support</a> should you have any questions or use <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36">this</a> alternative form if you are unable to access the Help page.Jun <var data-var='date'>27</var>, <var data-var='time'>12:01</var> PDT Update - We have identified a fix, and are working on validating it. Please <a href="https://help.gladly.com/docs/contact-gladly-support">contact Gladly Support</a> should you have any questions or use <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36">this</a> alternative form if you are unable to access the Help page.Jun <var data-var='date'>27</var>, <var data-var='time'>11:51</var> PDT Identified - We are investigating reports of Sidekick issues affecting ability to run and load Guides powered by Generative AI. Please <a href="https://help.gladly.com/docs/contact-gladly-support">contact Gladly Support</a> should you have any questions or use <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36">this</a> alternative form if you are unable to access the Help page.

Investigating Sidekick Issues

Jun <var data-var='date'>18</var>, <var data-var='time'>23:00</var> PDT Completed - The scheduled maintenance has been completed.Jun <var data-var='date'>18</var>, <var data-var='time'>22:35</var> PDT Verifying - Maintenance has been completed, and all Gladly systems are back to fully operational. We will continue to monitor.Jun <var data-var='date'>18</var>, <var data-var='time'>22:00</var> PDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.Jun <var data-var='date'> 5</var>, <var data-var='time'>13:25</var> PDT Scheduled - On Wednesday, June 18, 2025, from 10:00 to 11:00 PM Pacific Daylight Time, Gladly will be inaccessible in order to implement essential system improvements. We understand that this maintenance may impact your team's ability to support customers, so we created this detailed guide on what to expect and how to prepare: <a href="https://help.gladly.com/docs/platform-maintenance-preparation-guide-june-18-2025" target="_blank">Platform Maintenance Preparation Guide (June 18, 2025)</a> Please review the guide and contact your CSM or Gladly Support if you have additional questions. We are happy to help!

Platform Maintenance on June 18, 2025

Jun <var data-var='date'>12</var>, <var data-var='time'>16:05</var> PDT Resolved - Gladly continues to see no issues in Production as a result of this incident. In addition, we have been notified that most Google Cloud products have fully recovered as of 1:45 PM PT. We will resolve this Status Page, and are continuing to actively monitor our metrics and performance. Please <a href="https://help.gladly.com/docs/contact-gladly-support">contact Gladly Support</a> should you have any questions or use <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36">this alternative form</a> if you are unable to access the Help page.Jun <var data-var='date'>12</var>, <var data-var='time'>13:50</var> PDT Update - Gladly continues to see no issues in Production as a result of this incident. We are continuing to actively monitor our metrics and performance. Please <a href="https://help.gladly.com/docs/contact-gladly-support">contact Gladly Support</a> should you have any questions or use <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36">this alternative form</a> if you are unable to access the Help page.Jun <var data-var='date'>12</var>, <var data-var='time'>12:49</var> PDT Monitoring - We are monitoring an incident within Google Cloud Services - one of Gladly's platform partners. At this time, the incident is not affecting the Gladly Production ecosystem - Gladly Sidekick and Gladly Hero continue to function as expected. We will continue to keep the Status Page updated should any changes occur. Please <a href="https://help.gladly.com/docs/contact-gladly-support">contact Gladly Support</a> should you have any questions or use <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36">this alternative form</a> if you are unable to access the Help page.

Monitoring Google Cloud Services Incident

Jun <var data-var='date'> 5</var>, <var data-var='time'>13:50</var> PDT Resolved - After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly is fully operational. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="https://academy.gladly.com/contact-gladly-support/" target="_blank">alternative form</a> if you are unable to access the Help page.Jun <var data-var='date'> 5</var>, <var data-var='time'>12:58</var> PDT Monitoring - Twilio has deployed a fix, and we are observing recovery. 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 <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.Jun <var data-var='date'> 5</var>, <var data-var='time'>12:01</var> PDT Update - We continue to work closely with Twilio on the intermittent SMS failures to the Verizon network. We will be in touch as soon as we have an update! Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.Jun <var data-var='date'> 5</var>, <var data-var='time'>10:51</var> PDT Update - We continue to work with our Telephony Partner on the outbound SMS filtering issues. We will update this page in 60 minutes or sooner with updates. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.Jun <var data-var='date'> 5</var>, <var data-var='time'>10:07</var> PDT Identified - Gladly has identified an issue with false positives on SMS filtering with Verizon Wireless numbers. Agents might see messages that should normally send instead fail. This is due to an incident with Twilio. You can read more on their status page here: https://status.twilio.com/incidents/8hh1zhb324h6 We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.Jun <var data-var='date'> 5</var>, <var data-var='time'>09:54</var> PDT Investigating - Gladly is investigating an SMS filtering issue with Twilio, our Telephony Partner. We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Investigating SMS Filtering Issue

May <var data-var='date'>14</var>, <var data-var='time'>15:30</var> PDT Resolved - After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly is fully operational. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.May <var data-var='date'>14</var>, <var data-var='time'>14:47</var> PDT Monitoring - Our partner has deployed a fix for this issue. 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 <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.May <var data-var='date'>14</var>, <var data-var='time'>14:03</var> PDT Update - Thank you for your patience as we continue to work with our Email partner while they update their platform. We will continue to update every hour or sooner. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.May <var data-var='date'>14</var>, <var data-var='time'>13:28</var> PDT Update - We continue to work with our partner on the intermittent outbound email issues. We will continue updating the Status Page every 30 minutes. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.May <var data-var='date'>14</var>, <var data-var='time'>12:57</var> PDT Identified - Gladly has identified an intermittent issue with outbound Email delivery, due to an issue with our Email Partner's configurations. We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.May <var data-var='date'>14</var>, <var data-var='time'>12:36</var> PDT Investigating - Gladly is investigating an issue with one of our email partners where outbound emails are stuck in sending. We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Investigating Outbound Emails Stuck in Sending

Mar <var data-var='date'>31</var>, <var data-var='time'>10:30</var> PDT Resolved - After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly is fully operational. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.Mar <var data-var='date'>31</var>, <var data-var='time'>10:17</var> PDT Monitoring - 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 <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.Mar <var data-var='date'>31</var>, <var data-var='time'>10:02</var> PDT Update - 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 <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.Mar <var data-var='date'>31</var>, <var data-var='time'>09:40</var> PDT Update - 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 <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.Mar <var data-var='date'>31</var>, <var data-var='time'>09:19</var> PDT Identified - 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 <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.Mar <var data-var='date'>31</var>, <var data-var='time'>08:52</var> PDT Investigating - 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 <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Investigating Issues with Inbound Voice

Mar <var data-var='date'>19</var>, <var data-var='time'>14:59</var> PDT Resolved - We have confirmed with Snowflake that all data is now being processed for backfill. Some delays are expected, but no data has been lost. Gladly 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 <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.Mar <var data-var='date'>19</var>, <var data-var='time'>13:48</var> PDT Update - Reports continue to recover after Snowflake implemented a fix. We will continue to monitor and will post here once all data is processed. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.Mar <var data-var='date'>19</var>, <var data-var='time'>13:16</var> PDT Update - We continue to monitor the fix that Snowflake rolled back to the most recent working version – please continue to re-run Reports and let us know if you have issues. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.Mar <var data-var='date'>19</var>, <var data-var='time'>12:59</var> PDT Monitoring - Our partner Snowflake has released an initial fix for the Reporting issue, and we are seeing some recovery. We recommend attempting to re-run Reports, noting that data from today is still being processed. We will continue to monitor the system and provide updates here until there is full recovery. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.Mar <var data-var='date'>19</var>, <var data-var='time'>12:45</var> PDT Update - Our partner, Snowflake, continues to work on a resolution, including reverting to the most recently working version. We appreciate your patience – we will update here in the next 30 minutes or sooner. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.Mar <var data-var='date'>19</var>, <var data-var='time'>12:14</var> PDT Update - We are advocating for a solution with our partner, Snowflake. You can see more info on their page here: https://status.snowflake.com/incidents/9mwvw50z4wnm All other Gladly functions, such as Voice, Chat, Sidekick, Email, and more remain fully operational. We will continue to update here. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.Mar <var data-var='date'>19</var>, <var data-var='time'>11:25</var> PDT Update - As we continue to advocate with our partner for resolution, we want to assure you that all data during this period will remain available once Snowflake restores full functionality. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.Mar <var data-var='date'>19</var>, <var data-var='time'>11:05</var> PDT Update - Snowflake continues to work on this issue. You can view their status page here: https://status.snowflake.com/incidents/9mwvw50z4wnm We will continue to update here as well. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.Mar <var data-var='date'>19</var>, <var data-var='time'>10:49</var> PDT Update - Our partner Snowflake has put in initial fixes, and we are seeing limited recovery. We will continue to push for a resolution. We are working as expediently as possible to resolve this and will continue updating the Status Page every 30 minutes. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.Mar <var data-var='date'>19</var>, <var data-var='time'>10:34</var> PDT Update - We are continuing to work hand-in-hand with our partner, Snowflake, as they work to rectify the issue. We will continue to post updates here. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.Mar <var data-var='date'>19</var>, <var data-var='time'>09:55</var> PDT Update - We are working as expediently as possible to resolve this with our partner and will continue updating the Status Page every 30 minutes. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.Mar <var data-var='date'>19</var>, <var data-var='time'>09:02</var> PDT Update - We are working as expediently as possible with our partner Snowflake to resolve this. We will continue updating here. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.Mar <var data-var='date'>19</var>, <var data-var='time'>08:34</var> PDT Identified - Gladly has identified the root cause to be an issue with our data warehouse partner, Snowflake. We are actively working with them to remediate the issue, and will continue to update here every 30 minutes or sooner. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.Mar <var data-var='date'>19</var>, <var data-var='time'>07:30</var> PDT Investigating - Gladly is investigating reports not loading. We are working as expediently as possible to resolve this and will continue updating the Status Page. Please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a> should you have any questions or use this <a href="http://gladly.com/support" target="_blank">alternative form</a> if you are unable to access the Help page.

Investigating Reporting Issue

Feb <var data-var='date'>20</var>, <var data-var='time'>21:15</var> PST Completed - The scheduled maintenance has been completed.Feb <var data-var='date'>20</var>, <var data-var='time'>21:00</var> PST In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary.Feb <var data-var='date'>19</var>, <var data-var='time'>17:28</var> PST Scheduled - Gladly will perform routine infrastructure work on Thursday, February 20 from 9 - 9:15 pm PST. During this time, incoming emails will be delayed for 15 minutes. Agents will be able to send emails normally without delay. Please contact Gladly Support with any questions.

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Gladly Services, Components and Regions

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Is Gladly down?

Gladly status is UP

Lastest published events

Gladly Login Issues

Increased Unexpected Handoffs (Gladly Structured Threads - Legacy)

Investigating Login Issue

Gladly Services, Components and Regions

Recent Gladly events

Gladly Login Issues

Increased Unexpected Handoffs (Gladly Structured Threads - Legacy)

Investigating Login Issue

Intermittent issues loading conversations

Gladly Login Issues Upon Page Refresh

Investigating Latency

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5 monitors included!