Compare Freshdesk and Gladly 
At a Glance
Market Segments
Small-Business (48.6% of reviews)
Mid-Market (61.0% of reviews)
Entry-Level Pricing
$19.00 1 User per month billed annually Per Month
No pricing available
Freshdesk
Star Rating
(3,716)4.4 out of 5
Market Segments
Small-Business (48.6% 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
(1,100)4.7 out of 5
Market Segments
Mid-Market (61.0% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about GladlySummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Freshdesk excels in overall user satisfaction, boasting a significantly higher G2 Score compared to Gladly. Users appreciate its structured ticket management and automation features, which streamline customer support tasks and reduce manual workload.
- Users say that Gladly stands out for its intuitive, conversation-based interface, which allows agents to navigate customer interactions seamlessly. This design reduces friction and enhances productivity, making it easier for agents to assist customers without the hassle of traditional ticketing systems.
- Reviewers mention that Freshdesk's implementation process is quick and user-friendly, with many noting that new hires can easily adapt to the platform without extensive training. The clean interface and easy navigation contribute to a less stressful daily support experience.
- According to verified reviews, Gladly's "people-centered" model is a highlight, as it eliminates the need for ticket numbers and allows for continuous conversations. This approach helps agents find previous interactions quickly, improving the overall customer service experience.
- Users highlight that while Freshdesk offers robust automation and SLA management features, some find it challenging to customize workflows to fit their specific needs. In contrast, Gladly's flexibility in conversation management is often praised, though it may lack some of the advanced automation capabilities found in Freshdesk.
- G2 reviewers note that Freshdesk's extensive feature set, including a comprehensive knowledge base and ticket automation, makes it a strong choice for small businesses. However, Gladly's focus on mid-market clients and its ease of use can be particularly appealing for organizations looking for a straightforward customer service solution.
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
3,256
9.3
790
Ease of Use
8.9
3,278
9.5
796
Ease of Setup
8.6
2,335
9.2
306
Ease of Admin
8.7
2,198
9.2
177
Quality of Support
8.7
3,153
9.4
753
Has the product been a good partner in doing business?
8.8
2,121
9.5
177
Product Direction (% positive)
8.8
3,228
9.4
759
Features by Category
Ticket and Case Management
8.9
2238
|
Verified
9.2
198
|
Verified
8.8
2254
|
Verified
9.2
200
|
Verified
8.5
2179
|
Verified
9.2
210
|
Verified
8.5
2058
|
Verified
9.1
205
|
Verified
8.3
1807
|
Verified
9.1
175
|
Verified
8.5
2089
|
Verified
9.2
198
|
Verified
8.7
2018
|
Verified
9.3
195
|
Verified
8.3
1372
|
Verified
9.3
203
|
Verified
Generative AI
7.3
328
8.3
65
7.4
324
8.5
66
Agentic AI - Help Desk
7.1
58
8.4
29
6.8
56
8.3
29
7.2
56
8.3
28
Communication Channels
8.6
1925
|
Verified
9.4
209
|
Verified
8.9
2087
|
Verified
9.5
218
|
Verified
8.4
1313
|
Verified
9.5
209
|
Verified
8.0
1190
|
Verified
8.9
174
|
Verified
7.9
935
|
Verified
9.1
201
|
Verified
Platform
8.1
1156
|
Verified
8.2
141
|
Verified
8.1
1658
|
Verified
8.6
252
|
Verified
8.6
1548
|
Verified
9.2
155
|
Verified
8.3
1149
|
Verified
9.1
156
|
Verified
8.0
1875
|
Verified
8.8
155
|
Verified
8.3
1962
|
Verified
9.3
156
|
Verified
Channels
8.4
358
Not enough data
8.0
334
Not enough data
7.5
323
Not enough data
Design
8.2
331
Not enough data
7.8
335
Not enough data
8.3
355
Not enough data
8.3
344
Not enough data
8.4
332
Not enough data
Generative AI
7.7
263
Not enough data
7.7
263
Not enough data
Usability
8.8
264
Not enough data
8.7
260
Not enough data
8.8
252
Not enough data
Reporting
8.6
246
Not enough data
8.5
242
Not enough data
8.6
254
Not enough data
Generative AI
7.5
179
Not enough data
7.6
179
Not enough data
Channels
Not enough data
9.4
424
Not enough data
9.2
356
Not enough data
9.4
392
Not enough data
9.2
386
Not enough data
9.5
428
Generative AI
Not enough data
8.6
146
Functions
Not enough data
9.0
384
Not enough data
9.1
390
Not enough data
9.1
368
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
9.0
344
Not enough data
9.0
376
Not enough data
9.1
368
Agentic AI - Contact Center
Not enough data
7.9
26
Not enough data
8.8
26
Not enough data
8.3
26
Not enough data
8.3
26
Administrative
Not enough data
9.4
395
Not enough data
9.2
346
Not enough data
9.2
381
Not enough data
9.4
383
Not enough data
9.1
347
Conversational Platform
8.3
432
9.0
302
8.3
378
9.3
278
8.3
371
9.1
277
8.4
307
9.3
249
Support Automation
8.4
388
9.0
292
8.4
408
9.1
284
8.3
373
9.0
271
8.2
314
9.0
255
Generative AI
7.4
207
8.6
108
7.4
203
8.8
108
Customer Support
Not enough data
8.7
57
Not enough data
8.4
53
Not enough data
8.8
55
Automation
Not enough data
8.6
53
Not enough data
8.8
56
Not enough data
8.8
55
Artificial Intelligence
Not enough data
8.5
56
Not enough data
Feature Not Available
Not enough data
8.5
58
Generative AI
7.8
116
8.6
111
7.9
114
8.8
113
7.6
113
7.8
77
Communication
8.8
584
|
Verified
9.4
328
|
Verified
8.7
600
|
Verified
9.2
355
|
Verified
8.7
494
|
Verified
9.2
298
|
Verified
8.5
199
9.3
306
|
Verified
8.2
202
8.7
255
Internal Use
8.1
1658
|
Verified
8.6
252
|
Verified
8.6
203
9.2
319
|
Verified
8.2
186
8.8
278
|
Verified
8.8
558
|
Verified
9.4
335
|
Verified
8.8
518
|
Verified
9.3
325
|
Verified
8.6
546
|
Verified
9.3
358
|
Verified
Generative AI
7.9
140
8.9
82
Self-Service Experience
8.7
960
9.4
241
8.6
912
9.2
226
8.3
684
8.8
191
8.2
239
8.9
197
8.4
257
9.0
218
Self-Service Platform
8.5
253
9.3
212
8.7
261
9.2
223
8.0
222
8.9
213
8.5
238
9.2
210
Agentic AI - Customer Self-Service
7.7
16
7.3
18
7.7
15
8.0
18
7.9
16
8.1
18
7.7
17
7.9
18
7.6
17
7.5
18
7.6
16
8.1
18
7.8
16
8.4
18
Generative AI
8.2
79
9.0(won by 0.8)
61
8.0
79
9.0(won by 1.0)
61
Process
8.6
162
9.1(won by 0.5)
179
9.3
484
9.4(won by 0.1)
195
8.6
371
9.4(won by 0.8)
181
Channels
9.2
479
9.7(won by 0.5)
237
8.7
415
9.3(won by 0.6)
189
8.8
376
9.5(won by 0.7)
226
8.5
340
9.3(won by 0.8)
225
8.3
58
9.5(won by 1.2)
227
Insight
8.6
382
9.0(won by 0.4)
197
8.7
169
9.3(won by 0.6)
198
8.6
373
9.3(won by 0.7)
181
9.1
445
9.5(won by 0.4)
182
Generative AI
7.8
86
8.4
45
7.7
85
8.5
46
Customer Query Resolution - AI Customer Support Agents
8.9
9
8.1
15
8.5
9
8.5
14
8.3
9
8.6
14
8.5
9
8.5
16
8.0
9
8.3
14
Customer Interaction Automation - AI Customer Support Agents
8.0
9
8.2
14
8.7
10
7.7
13
8.7
10
8.6
13
8.5
10
8.9
15
Automation
9.3
9
8.9
15
8.7
9
8.0
14
9.1
9
7.3
14
Autonomy
6.9
9
8.4
15
8.3
9
8.8
14
8.3
9
8.3
15
8.0
9
8.6
15
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
12.8%
Financial Services
4.1%
Internet
4.1%
Education Management
3.8%
Other
58.2%
Retail
23.9%
Consumer Services
15.7%
Furniture
9.0%
Apparel & Fashion
7.9%
Consumer Goods
6.4%
Other
37.2%
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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