Minor incident

Gladly: Insights Agent Issues

Affected: Reporting

Current status of Gladly: Operational — live Gladly status

Timeline

1. Oct 19, 2026, 18:29 UTC
   identified
   We are investigating issues with Gladly Insights Agent causing conversational report building / querying to return errors. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
2. Oct 19, 2026, 18:48 UTC
   monitoring
   We have identified root cause and have deployed a fix that we are monitoring. Customers should now be able to access Insights Agent again after exiting, then re-entering it. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
3. Oct 19, 2026, 21:37 UTC
   resolved
   We have completed our monitoring period, and have confirmed that the fix we implemented has addressed this issue fully. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.

Updates as published by Gladly (original).