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Compare Freshdesk and Gladly 
Featured Products
At a Glance
Market Segments
Small-Business (48.3% of reviews)
Mid-Market (61.2% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
No pricing available
Freshdesk
Star Rating
(3,620)4.4 out of 5
Market Segments
Small-Business (48.3% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
Free Trial is available
Browse all 6 pricing plansGladly
Star Rating
(1,086)4.7 out of 5
Market Segments
Mid-Market (61.2% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about GladlyFreshdesk vs Gladly
When assessing the two solutions, reviewers found Gladly easier to use, set up, and administer. Reviewers also preferred doing business with Gladly overall.
- Reviewers felt that Gladly meets the needs of their business better than Freshdesk.
- When comparing quality of ongoing product support, reviewers felt that Gladly is the preferred option.
- For feature updates and roadmaps, our reviewers preferred the direction of Gladly over Freshdesk.
Pricing
Entry-Level Pricing
Freshdesk
Freshdesk Email and Ticketing (Growth)
$19.00
1 User per month billed annually Per Month
Omnichannel engagement, AI agents, and robust ticketing across web, SMS, messaging and email
- Automations
- Help Desk and Ticketing: Ticketing, Shared inbox, Threads and tasks, Customer portal
- Analytics: OOB analytics and standard reports
Gladly
No pricing availableFree Trial
Freshdesk
Free Trial is available
Gladly
No trial information availableRatings
Meets Requirements
8.6
3,185
9.3
781
Ease of Use
8.8
3,208
9.5
787
Ease of Setup
8.6
2,267
9.3
297
Ease of Admin
8.7
2,154
9.2
176
Quality of Support
8.7
3,083
9.4
745
Has the product been a good partner in doing business?
8.8
2,078
9.6
176
Product Direction (% positive)
8.8
3,160
9.4
750
Features by Category
Ticket and Case Management
8.9
2225
|
Verified
9.2
195
|
Verified
8.8
2232
|
Verified
9.2
193
|
Verified
8.5
2147
|
Verified
9.3
206
|
Verified
8.5
2037
|
Verified
9.2
202
|
Verified
8.3
1800
|
Verified
9.1
173
|
Verified
8.5
2088
|
Verified
9.2
196
|
Verified
8.7
2010
|
Verified
9.2
193
|
Verified
8.2
1374
|
Verified
9.3
202
|
Verified
Generative AI
7.3
331
8.3
62
7.4
328
8.5
64
Agentic AI - Help Desk
7.1
59
8.3
26
6.9
59
8.2
26
7.2
59
8.4
26
Communication Channels
8.6
1923
|
Verified
9.4
208
|
Verified
8.9
2070
|
Verified
9.5
213
|
Verified
8.4
1314
|
Verified
9.5
203
|
Verified
8.0
1193
|
Verified
8.9
172
|
Verified
7.9
940
|
Verified
9.1
198
|
Verified
Platform
8.0
1154
|
Verified
8.2
140
|
Verified
8.1
1662
|
Verified
8.6
252
|
Verified
8.6
1545
|
Verified
9.2
155
|
Verified
8.2
1142
|
Verified
9.1
154
|
Verified
8.0
1865
|
Verified
8.9
152
|
Verified
8.3
1959
|
Verified
9.3
153
|
Verified
Channels
8.3
355
Not enough data
7.9
333
Not enough data
7.5
324
Not enough data
Design
8.2
331
Not enough data
7.8
336
Not enough data
8.2
356
Not enough data
8.3
343
Not enough data
8.4
332
Not enough data
Generative AI
7.7
266
Not enough data
7.7
266
Not enough data
Usability
8.7
266
Not enough data
8.7
262
Not enough data
8.7
255
Not enough data
Reporting
8.6
249
Not enough data
8.5
245
Not enough data
8.6
257
Not enough data
Generative AI
7.5
182
Not enough data
7.6
182
Not enough data
Channels
Not enough data
9.4
422
Not enough data
9.2
354
Not enough data
9.4
390
Not enough data
9.2
384
Not enough data
9.5
426
Generative AI
Not enough data
8.6
144
Functions
Not enough data
9.0
382
Not enough data
9.1
388
Not enough data
9.1
366
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
9.0
342
Not enough data
9.0
374
Not enough data
9.1
366
Agentic AI - Contact Center
Not enough data
7.8
24
Not enough data
8.8
24
Not enough data
8.1
24
Not enough data
8.3
24
Administrative
Not enough data
9.4
393
Not enough data
9.2
344
Not enough data
9.2
380
Not enough data
9.4
381
Not enough data
9.1
346
Conversational Platform
8.3
433
9.0
300
8.3
381
9.3
276
8.3
373
9.1
276
8.4
308
9.3
247
Support Automation
8.4
389
9.0
291
8.4
410
9.1
282
8.2
373
9.0
269
8.2
314
9.0
253
Generative AI
7.4
209
8.7
105
7.4
206
8.8
106
Customer Support
Not enough data
8.8
55
Not enough data
8.3
51
Not enough data
8.8
53
Automation
Not enough data
8.6
51
Not enough data
8.8
54
Not enough data
8.7
53
Artificial Intelligence
Not enough data
8.5
54
Not enough data
Feature Not Available
Not enough data
8.5
56
Generative AI
7.9
118
8.6
109
7.9
117
8.8
111
7.6
116
7.7
75
Communication
8.8
585
|
Verified
9.4
326
|
Verified
8.7
602
|
Verified
9.2
352
|
Verified
8.7
496
|
Verified
9.2
296
|
Verified
8.5
200
9.3
304
|
Verified
8.2
202
8.7
253
Internal Use
8.1
1662
|
Verified
8.6
252
|
Verified
8.6
204
9.2
317
|
Verified
8.1
186
8.8
276
|
Verified
8.8
560
|
Verified
9.4
333
|
Verified
8.8
520
|
Verified
9.3
323
|
Verified
8.6
548
|
Verified
9.3
356
|
Verified
Generative AI
7.9
144
8.9
80
Self-Service Experience
8.7
960
9.4
239
8.6
913
9.2
224
8.3
687
8.8
189
8.2
241
8.9
195
8.4
258
9.0
216
Self-Service Platform
8.5
254
9.3
209
8.6
261
9.2
221
8.0
221
8.9
211
8.4
238
9.2
207
Agentic AI - Customer Self-Service
7.8
19
7.4
16
7.7
17
7.8
16
7.9
18
7.8
16
7.6
19
8.0
16
7.5
19
7.3
16
7.4
18
7.9
16
7.7
18
8.3
16
Generative AI
8.2
81
9.0(won by 0.8)
59
8.1
81
9.1(won by 1.0)
59
Process
8.6
164
9.1(won by 0.5)
177
9.3
484
9.4(won by 0.1)
193
8.6
374
9.4(won by 0.8)
179
Channels
9.2
480
9.7(won by 0.5)
235
8.7
419
9.4(won by 0.7)
187
8.8
380
9.5(won by 0.7)
224
8.5
342
9.3(won by 0.8)
223
8.2
56
9.5(won by 1.3)
225
Insight
8.6
383
9.0(won by 0.4)
195
8.7
172
9.3(won by 0.6)
196
8.6
375
9.3(won by 0.7)
179
9.1
447
9.5(won by 0.4)
180
Generative AI
7.7
88
8.3
43
7.7
87
8.5
44
Customer Query Resolution - AI Customer Support Agents
9.0
12
8.1
13
8.8
11
8.6
12
8.3
12
8.3
12
8.8
12
8.6
14
8.1
12
8.3
12
Customer Interaction Automation - AI Customer Support Agents
8.2
12
8.2
12
8.6
13
8.2
11
8.7
13
8.5
11
8.6
13
8.8
13
Automation
9.0
12
8.7
13
8.8
12
8.2
12
8.9
12
8.2
12
Autonomy
7.2
12
8.3
13
8.6
11
8.6
12
8.5
12
8.2
13
8.2
12
8.5
13
Agentic AI - AI Agents
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Freshdesk and Gladly are categorized as AI Customer Support Agents, Digital Customer Service Platforms, Help Desk, Conversational Support, Social Customer Service, Live Chat, and Customer Self-Service
Unique Categories
Freshdesk is categorized as Shared Inbox, Complaint Management, and Customer Communications Management
Gladly is categorized as Customer Service Automation and Contact Center
Reviews
Reviewers' Company Size
Freshdesk
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Gladly
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Small-Business
(50 or fewer emp.)
Mid-Market
(51-1000 emp.)
Enterprise
(> 1000 emp.)
Reviewers' Industry
Information Technology and Services
17.0%
Computer Software
13.0%
Internet
4.1%
Financial Services
4.1%
Education Management
3.7%
Other
58.1%
Retail
24.1%
Consumer Services
15.8%
Furniture
9.0%
Apparel & Fashion
7.9%
Consumer Goods
6.4%
Other
36.8%
Alternatives
Discussions
What is Freshdesk used for?
4 Comments
TB
Freshdesk is a customer support software used to manage and streamline customer service operations. It helps businesses handle customer inquiries, track...Read more
What is the use of freshdesk?
3 Comments
AB
Freshdesk is a Customer communication portal that will assist you in managing customer queries in various formats in a centralised space with transparency in...Read more
Can we get some more Gladly swag? Hoodie? Lol
2 Comments
IB
Hey John - Thank you for your awesome review. We'll see what we can do! :)
- Team GladlyRead more
What's the best way to connect to our account success rep?
2 Comments
IB
Hi Katheryn,
Thank you for your note. We will be in touch with you shortly to connect on this.
Sincerely,
GladlyRead more
Is there any training environment for gladly
2 Comments
GU
Hi Jerick. Having a "training" (sometimes referred to as a Sandbox environment) depends on your org. But if you'd like to access more formal training...Read more
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