Outage in Gladly

Investigating Chat Latency Issue

Resolved Minor
November 26, 2024 - Started 3 months ago - Lasted about 1 hour
Official incident page

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Outage Details

Gladly is continuing to investigate a fix for intermittent issues with delivery status updates: messages are sending to consumers as expected, though delivery statuses may appear delayed on the timeline. We have found that having Agents restart their computer may help to mitigate the issue. We will continue to update the Status Page every 30 minutes. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
Components affected
Gladly Channel - Chat
Latest Updates ( sorted recent to last )
RESOLVED 3 months ago - at 11/26/2024 05:33PM

After actively monitoring system performance, we are happy to report that this issue is now resolved and Gladly is fully operational.

Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

MONITORING 3 months ago - at 11/26/2024 05:10PM

A fix has been deployed 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 Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

IDENTIFIED 3 months ago - at 11/26/2024 04:42PM

We are implementing a fix, and will continue to work as expediently as possible to resolve this. We will continue updating the Status Page every 30 minutes.

Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

IDENTIFIED 3 months ago - at 11/26/2024 04:08PM

Gladly is continuing to investigate a fix for intermittent issues with delivery status updates: messages are sending to consumers as expected, though delivery statuses may appear delayed on the timeline. We have found that having Agents restart their computer may help to mitigate the issue.

We will continue to update the Status Page every 30 minutes.

Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

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