Major incident

Gladly: Voice functionality issues

Affected: Channel - Voice

Current status of Gladly: Operational — live Gladly status

Timeline

1. Nov 5, 2026, 20:56 UTC
   investigating
   Gladly is investigating voice functionality issues. We are continuing to work on a resolution, and will continue updating this page every 30 minutes or sooner. 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 5, 2026, 21:00 UTC
   investigating
   We are continuing to investigate this issue.
3. Nov 5, 2026, 21:13 UTC
   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 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).