Minor incident

Gladly: Intermittent Issues With Routing

Affected: Channel - Email, Channel - SMS, Channel - Voice, Login, Routing, Prioritization and Workflow

Current status of Gladly: Operational — live Gladly status

Timeline

1. Nov 2, 2026, 19:15 UTC
   monitoring
   We have resolved an issue causing intermittent routing and profile latency between ~10:45 AM PT - 11:00 AM PT. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
2. Nov 2, 2026, 19:58 UTC
   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 Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
3. Nov 2, 2026, 20:12 UTC
   monitoring
   A fix was deployed for this issue at ~11:00 AM PT, and we will continue to monitor. We recommend agents clear their cache and cookies before logging back into Gladly. Please contact Gladly Support should you have any questions or use this alternative form if you are unable to access the Help page.
4. Nov 2, 2026, 22:21 UTC
   resolved
   We have confirmed that the fix in place has resolved this issue. 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).