The fix for the ‘Shared’ category missing for Insight Builder users is released to the staging environment and is actively being tested.
The issue causing the ‘Language’ filter to be missing in the Answers Panel for Agent-only roles has been identified and a fix is currently in the works. We're aiming to release the fix for both issues at the same time.
Posted Oct 09, 2025 - 12:30 PDT
Update
The fix for the ‘Shared’ category missing for Insight Builder users is released to the staging environment and is actively being tested.
The issue causing the ‘Language’ filter to be missing in the Answers Panel for Agent-only roles remains under investigation.
Posted Oct 09, 2025 - 11:22 PDT
Update
The fix for the 'Shared' category missing for Insight Builder users is being released to the staging environment for additional testing.
The issue causing the 'Language' filter to be missing in the Answers Panel for Agent-only roles remains under investigation.
Posted Oct 09, 2025 - 10:15 PDT
Update
A hotfix is in progress to resolve the issue where the 'Shared' category is missing for Insight Builder (IB) customers.
Concurrently, we have two issues that are still under investigation: one concerning missing Sidekick Journey data missing, and another regarding the missing 'Language' filter within the Answers Panel.
Edit - As of 8:58 AM PT, Sidekick Journeys data has been restored.
Posted Oct 09, 2025 - 08:57 PDT
Update
We have identified the cause for the missing 'Shared' reports category in the Insight Builder and are currently working on a hotfix. Concurrently, we are continuing to investigate why the 'Language' filter is missing for Agent-only users in the Answers Panel.
Posted Oct 09, 2025 - 07:41 PDT
Identified
We are investigating reports of the "Shared" category in the Reports page missing for Team Manager and Administrator users for Gladly customers who use Insight Builder.
Agent-only roles are also currently unable to see the "Language" filter in the Answers Panel.