Sep <var data-var='date'>24</var>, <var data-var='time'>10:44</var> PDT Resolved - We have deployed a fix for this issue, and the topics panel is behaving as expected again when utilized with Team Assist. 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. Sep <var data-var='date'>24</var>, <var data-var='time'>09:53</var> PDT Update - We're still working on 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. Sep <var data-var='date'>24</var>, <var data-var='time'>08:51</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. Sep <var data-var='date'>24</var>, <var data-var='time'>07:45</var> PDT Identified - We have identified the issue where Topics panel selections are being blocked by the Answers & Team Assist panel, and we 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.

Topics popover getting cut off/hidden behind Answers & Team Assist panel

Sep <var data-var='date'>10</var>, <var data-var='time'>17:30</var> PDT Resolved - Our monitoring indicates that issues with Gladly reports remain performant. At this time, 2 reports - Gladly AI Sessions Detail and Gladly AI Sessions Detail with Messages - remain under maintenanace. We will communicate fixes for those reports over release notes. 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. Sep <var data-var='date'>10</var>, <var data-var='time'>10:10</var> PDT Monitoring - As of ~9:45 AM PT, Gladly Team reporting (e.g.: Conversations Export Report, Contact Export, Work Sessions) have been restored. Gladly AI Sessions reporting is currently undergoing maintenance, and we will post back on its status as soon as possible. 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. Sep <var data-var='date'>10</var>, <var data-var='time'>10:06</var> PDT Investigating - Gladly is investigating Intermittent Report Loading Issues 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. Sep <var data-var='date'>10</var>, <var data-var='time'>09:17</var> PDT Update - We are continuing to work on a resolution with the Google team 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. Sep <var data-var='date'>10</var>, <var data-var='time'>08:45</var> PDT 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. Sep <var data-var='date'>10</var>, <var data-var='time'>08:10</var> PDT Update - We are continuing to investigate this issue. Sep <var data-var='date'>10</var>, <var data-var='time'>08:08</var> PDT Investigating - Gladly is investigating an intermittent issue on querying reports. We are continuing to work on a resolution with the Google team 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.

Intermittent Report Loading Issues

Sep <var data-var='date'> 9</var>, <var data-var='time'>19:45</var> PDT Resolved - Our post-fix monitoring has indicated that this issue is now 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. Sep <var data-var='date'> 9</var>, <var data-var='time'>18:25</var> PDT Monitoring - A fix has been deployed, and we are monitoring reporting performance. 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. Sep <var data-var='date'> 9</var>, <var data-var='time'>17:44</var> PDT Update - We have identified a fix for this issue and are working as quickly as possible to deploy it. 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. Sep <var data-var='date'> 9</var>, <var data-var='time'>16:15</var> PDT Update - We are continuing to work on a fix for this issue. Sep <var data-var='date'> 9</var>, <var data-var='time'>15:20</var> PDT Update - We are continuing to work on a fix for this issue. Sep <var data-var='date'> 9</var>, <var data-var='time'>15:19</var> PDT Update - We are continuing to work on a fix for this issue. Sep <var data-var='date'> 9</var>, <var data-var='time'>15:19</var> PDT 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.

Reports Not Loading

Sep <var data-var='date'> 9</var>, <var data-var='time'>07:49</var> PDT Resolved - A fix has been deployed for this issue, and we will continue to monitor. We will post a final update when fully resolved. Google support team restarted the instance to fix Looker access. 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. Sep <var data-var='date'> 9</var>, <var data-var='time'>07:19</var> PDT Monitoring - A fix has been deployed for this issue, and we will continue to monitor. We will post a final update when fully resolved. Our team partnered up with Google to do a refresh on Looker access to fix this incident. 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. Sep <var data-var='date'> 9</var>, <var data-var='time'>07:11</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. Sep <var data-var='date'> 9</var>, <var data-var='time'>06:44</var> PDT Identified - Gladly is investigating where reports page is not loading. We're communicating with our partner team to resolve this. 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. Sep <var data-var='date'> 9</var>, <var data-var='time'>06:00</var> PDT Update - We are continuing to investigate this issue. Sep <var data-var='date'> 9</var>, <var data-var='time'>05:59</var> PDT Update - Gladly is investigating a/an where reports page is not loading 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. Sep <var data-var='date'> 9</var>, <var data-var='time'>05:50</var> PDT Investigating - We have identified the issue with the reports UI not loading, 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.

Reports not loading

Sep <var data-var='date'> 3</var>, <var data-var='time'>00:00</var> PDT Completed - The scheduled maintenance has been completed. Sep <var data-var='date'> 2</var>, <var data-var='time'>23:00</var> PDT In progress - Scheduled maintenance is currently in progress. We will provide updates as necessary. Aug <var data-var='date'>31</var>, <var data-var='time'>15:30</var> PDT Update - We will be undergoing scheduled maintenance during this time. Aug <var data-var='date'>31</var>, <var data-var='time'>15:15</var> PDT Scheduled - We will be performing a reporting infrastructure enhancement on Wednesday, September 2 at 10 PM PT. During this time, Gladly Reporting features, including OOTB Reports and Insight Builder, will be inaccessible. The core Gladly Team platform and Gladly AI are not expected to be affected. If you have questions or run into issues, please contact <a href="https://help.gladly.com/docs/contact-gladly-support" target="_blank">Gladly Support</a>. If you are unable to access that page, use this <a href="https://gladly.atlassian.net/servicedesk/customer/portal/3/group/6/create/36" target="_blank">alternative form</a>.

Reporting Maintenance

Aug <var data-var='date'>31</var>, <var data-var='time'>20:42</var> PDT Resolved - We have confirmed that the issue has been resolved. Reports are loading normally, and we have confirmed stable performance across the reporting service. Thank you for your patience while we worked through this. 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. Aug <var data-var='date'>31</var>, <var data-var='time'>20:06</var> PDT Monitoring - The issue affecting report loading has been resolved and we are seeing normal performance across the reporting service. We will continue to monitor closely and will provide a final update once we've confirmed 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="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. Reporting Aug <var data-var='date'>31</var>, <var data-var='time'>19:00</var> PDT Update - We're continuing to work with our reporting partner to remediate this issue. We will continue to update the status page very 120 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'>31</var>, <var data-var='time'>18:28</var> PDT Update - We're continuing to work with our reporting partner to remediate this issue. Thank you for your patience. 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'>31</var>, <var data-var='time'>16:30</var> PDT Identified - We have identified the root cause of this issue and are actively working with our reporting partners to remediate. We 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. Aug <var data-var='date'>31</var>, <var data-var='time'>15:55</var> PDT Investigating - We're investigating an issue regarding Reports not loading. We are actively investigating 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.

Aug <var data-var='date'> 1</var>, <var data-var='time'>00:00</var> PDT Resolved - We have completed our monitoring period and confirmed that the issue is fully mitigated. All services are functioning normally. 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. Jul <var data-var='date'>31</var>, <var data-var='time'>23:42</var> PDT Monitoring - We deployed a fix for this issue at 11:42 PM PT. Agents are now able to login to Gladly and access as usual. We will continue to monitor prior to resolving this 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="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. Jul <var data-var='date'>31</var>, <var data-var='time'>23:06</var> PDT 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

Jul <var data-var='date'>30</var>, <var data-var='time'>12:41</var> PDT Resolved - This has been resolved as of 12:40 PM PT, and Gladly AI is no longer experiencing elevated handoffs on Chat, Email and SMS. 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. Jul <var data-var='date'>30</var>, <var data-var='time'>12:37</var> PDT Identified - 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 <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.

Gladly AI Elevated Handoffs on Chat, Email and SMS

Jun <var data-var='date'>22</var>, <var data-var='time'>09:59</var> PDT Resolved - After actively monitoring system performance, we are happy to report that the Cloudflare 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. Jun <var data-var='date'>22</var>, <var data-var='time'>08:27</var> PDT Monitoring - Cloudflare continues to reroute traffic away from affected services. Gladly users who experienced impact are now observing recovery and a return to normal functionality. We will continue to monitor the Cloudflare incident at this time. Jun <var data-var='date'>22</var>, <var data-var='time'>08:03</var> PDT Update - Gladly's own systems remain operational. However, an ongoing Cloudflare incident is disrupting some of the communication streams Gladly depends on, which may prevent some users from logging in or result in degraded performance. We are continuing to monitor the situation closely. Jun <var data-var='date'>22</var>, <var data-var='time'>07:23</var> PDT Update - We are continuing to investigate reports of some users being unable to access Gladly, along with general system slowness. We will provide another update within 30 minutes or as soon as we have more information. Jun <var data-var='date'>22</var>, <var data-var='time'>06:52</var> PDT Investigating - Gladly is investigating an issue that's preventing some users from accessing Gladly Team. 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 Gladly Team not loading

Jun <var data-var='date'> 2</var>, <var data-var='time'>09:21</var> PDT 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. Jun <var data-var='date'> 2</var>, <var data-var='time'>08:25</var> PDT Monitoring - We have identified the cause of the loading and connectivity issues reported this morning. Between approximately 9:30 and 11:05 AM ET, a transient network degradation in our cloud infrastructure caused database connections to drop, resulting in errors for agents attempting to load or use the Gladly platform. The issue affected multiple customers simultaneously and was not related to any changes to Gladly's application code. The platform has fully recovered as of 11:05 AM ET. If your agents are still seeing errors, logging out and performing a hard refresh of the browser should resolve any lingering session issues. 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. Jun <var data-var='date'> 2</var>, <var data-var='time'>08:07</var> PDT Identified - 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. Jun <var data-var='date'> 2</var>, <var data-var='time'>07:52</var> PDT Investigating - We're actively investigating reports of Gladly Team not loading. Symptoms include blank white screens, conversations not loading, and agents unable to answer calls.

Gladly Team not loading

May <var data-var='date'>21</var>, <var data-var='time'>22:25</var> PDT Resolved - We have confirmed that Gladly has recovered, and agents accessing Gladly from APAC regions should no longer be seeing latency issues. 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. May <var data-var='date'>21</var>, <var data-var='time'>21:35</var> PDT Identified - We are seeing sustained recovery with ability to load conversations from the APAC region. 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. May <var data-var='date'>21</var>, <var data-var='time'>21:08</var> PDT Investigating - We are investigating reports of issues loading Gladly conversations from the APAC region. 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 issues loading conversations from the APAC region

May <var data-var='date'>20</var>, <var data-var='time'>14:27</var> PDT Resolved - After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly AI is fully operational. The initial impact was from 12:25-12:52pm PT and secondary one from 2:30-2:40pm PT. 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. May <var data-var='date'>20</var>, <var data-var='time'>12:52</var> PDT Monitoring - We deployed a fix for this issue at 12:52 PM PT, and have observed recovery. We will continue to monitor prior to resolving the Status Page. Please contact Gladly Support should you have any questions. May <var data-var='date'>20</var>, <var data-var='time'>12:31</var> PDT Identified - 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.

Gladly AI Issues Identified

May <var data-var='date'> 7</var>, <var data-var='time'>20:19</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://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. May <var data-var='date'> 7</var>, <var data-var='time'>18:54</var> PDT Monitoring - After deploying our fix, we are seeing recovery in both liveboards and routing latency. We will continue to monitor prior to resolving this 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="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. May <var data-var='date'> 7</var>, <var data-var='time'>18:30</var> PDT Identified - We have identified the root cause of this issue and are working on deploying a fix as soon as possible. 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. May <var data-var='date'> 7</var>, <var data-var='time'>18:24</var> PDT Investigating - We are investigating reports of intermittent latency in liveboards and conversation-to-agent routing within a subset of Gladly organizations. 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 Latency in Liveboards and Routing

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.

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.

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