Gladly Outage History

Gladly Team experienced a major outage for 1.5 hours where agents encountered blank white screens, conversations failed to load, and call answering was unavailable. The issue was caused by transient network degradation in the cloud infrastructure that dropped database connections, affecting multiple customers simultaneously. The platform fully recovered after the network issues were resolved, with users advised to log out and perform a hard browser refresh to clear any lingering session problems.

Gladly experienced intermittent issues where agents in the APAC region had difficulty loading conversations and encountered latency problems. The incident affected the Gladly Solution platform for 43 minutes. The service recovered and agents in APAC regions were able to access conversations normally again.

Gladly AI experienced issues starting at 12:31 PM PT that caused elevated handoffs from AI to human agents during conversations. A fix was deployed at 12:52 PM PT and the service was fully restored after 1.9 hours of disruption. The incident was resolved with continued monitoring to ensure stable performance.

Gladly experienced intermittent latency issues affecting liveboards and conversation-to-agent routing for a subset of organizations, impacting reporting, routing, prioritization and workflow components. The incident lasted 2 hours, during which the team identified the root cause and deployed a fix. The service was restored to full operational status after monitoring confirmed recovery in both liveboards and routing performance.