# Freshdesk vs Gladly Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Freshdesk excels in managing client support tickets, with users appreciating its ability to organize tickets with updated statuses for easy tracking and resolution. This feature is complemented by automation options that streamline ticket flow, making it a strong choice for businesses focused on efficiency.
- **Users say** that Gladly stands out for its user-friendly interface, which allows for easy documentation of customer interactions. Reviewers highlight the platform's ability to group all communications by the individual customer rather than by case number, enhancing the personalization of service.
- **According to verified reviews** , Freshdesk has a higher overall satisfaction score, indicating that users feel more positively about their experience with the software. This is reflected in its robust feature set, including effective ticket categorization and automation capabilities that users find beneficial for their daily operations.
- **Reviewers mention** that Gladly integrates well with existing setups, which is particularly appreciated by users who have complex workflows. This seamless integration reduces the need for extensive configuration, allowing teams to focus on customer service rather than software management.
- **G2 reviewers highlight** that Freshdesk's recent updates and features have been well-received, with users noting improvements in ticket creation and response experiences. This ongoing development suggests a commitment to enhancing user satisfaction and adapting to evolving customer needs.
- **Users report** that while Gladly offers a strong support experience, it may not match the breadth of features available in Freshdesk, particularly for small businesses. Gladly's focus on mid-market solutions may leave some smaller teams wanting more flexibility and options tailored to their specific needs.



| | Freshdesk | Gladly | 
|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.7 out of 5 | 
| **Total Reviews** | 3,751 | 1,112 | 
| **Largest Market Segment** | Small-Business (48.7% of reviews) | Mid-Market (60.8% of reviews) | 
| **Entry Level Price** | $19.00 1 User per month billed annually Per Month | No pricing available | 

---
## Top Pros & Cons

### Freshdesk

Pros:
- Ease of Use (351 reviews)
- Features (236 reviews)

Cons:
- Missing Features (115 reviews)
- Ticketing Issues (93 reviews)

### Gladly

Pros:
- Ease of Use (191 reviews)
- Helpful (135 reviews)

Cons:
- Missing Features (40 reviews)
- Complexity (31 reviews)

---
## Ratings Comparison
| Rating | Freshdesk | Gladly | 
|---|---|---|
  | **Meets Requirements** | 8.6 (3282 reviews) | 9.3 (801 reviews) | 
  | **Ease of Use** | 8.9 (3306 reviews) | 9.5 (807 reviews) | 
  | **Ease of Setup** | 8.6 (2362 reviews) | 9.3 (321 reviews) | 
  | **Ease of Admin** | 8.7 (2199 reviews) | 9.2 (177 reviews) | 
  | **Quality of Support** | 8.7 (3181 reviews) | 9.4 (764 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.8 (2122 reviews) | 9.5 (177 reviews) | 
  | **Product Direction (% positive)** | 8.8 (3251 reviews) | 9.4 (769 reviews) | 

---
## Pricing

### Freshdesk

#### Entry-Level Pricing

Plan: Freshdesk Email and Ticketing  (Growth)

Price: $19.00 1 User per month billed annually Per Month

Description: Omnichannel engagement, AI agents, and robust ticketing across web, SMS, messaging and email

Key Features:
- Automations 
- Help Desk and Ticketing: Ticketing, Shared inbox, Threads and tasks, Customer portal
- Analytics: OOB analytics and standard reports

[Browse all 6 editions](https://www.g2.com/products/freshdesk/pricing)

#### Free Trial

Yes

### Gladly

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.2/10 | 2595 |
| **Gladly** | 9.0/10 | 395 |

#### Ticket and Case Management

| Feature | Freshdesk | Gladly | 
|---|---|---|
| **Ticket creation user experience** | 8.9 (2253 reviews) ✓ Verified | 9.2 (199 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.8 (2266 reviews) ✓ Verified | 9.2 (204 reviews) ✓ Verified | 
| **Workflow** | 8.5 (2195 reviews) ✓ Verified | 9.2 (217 reviews) ✓ Verified | 
| **Response Automation** | 8.5 (2070 reviews) ✓ Verified | 9.1 (210 reviews) ✓ Verified | 
| **SLA Management** | 8.3 (1811 reviews) ✓ Verified | 9.1 (176 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 8.5 (2095 reviews) ✓ Verified | 9.2 (199 reviews) ✓ Verified | 
| **Ticket Collaboration** | 8.7 (2030 reviews) ✓ Verified | 9.3 (200 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.3 (1379 reviews) ✓ Verified | 9.3 (212 reviews) ✓ Verified | 

#### Generative AI

| Feature | Freshdesk | Gladly | 
|---|---|---|
| **AI Text Generation** | 7.3 (331 reviews) | 8.3 (65 reviews) | 
| **AI Text Summarization** | 7.4 (325 reviews) | 8.5 (66 reviews) | 

#### Agentic AI - Help Desk

| Feature | Freshdesk | Gladly | 
|---|---|---|
| **Autonomous Task Execution** | 7.2 (58 reviews) | 8.5 (30 reviews) | 
| **Natural Language Interaction** | 6.9 (57 reviews) | 8.3 (29 reviews) | 
| **Proactive Assistance** | 7.2 (56 reviews) | 8.3 (28 reviews) | 

#### Communication Channels

| Feature | Freshdesk | Gladly | 
|---|---|---|
| **Customer Portal** | 8.6 (1927 reviews) ✓ Verified | 9.4 (209 reviews) ✓ Verified | 
| **Email to Case** | 8.9 (2090 reviews) ✓ Verified | 9.5 (227 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.4 (1317 reviews) ✓ Verified | 9.5 (216 reviews) ✓ Verified | 
| **Social Integration** | 8.0 (1191 reviews) ✓ Verified | 9.0 (177 reviews) ✓ Verified | 
| **Voice** | 7.9 (937 reviews) ✓ Verified | 9.1 (205 reviews) ✓ Verified | 

#### Platform

| Feature | Freshdesk | Gladly | 
|---|---|---|
| **Mobile User Support** | 8.1 (1161 reviews) ✓ Verified | 8.2 (142 reviews) ✓ Verified | 
| **Customization ** | 8.1 (1663 reviews) ✓ Verified | 8.6 (253 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.6 (1552 reviews) ✓ Verified | 9.2 (156 reviews) ✓ Verified | 
| **Integration** | 8.3 (1158 reviews) ✓ Verified | 9.1 (162 reviews) ✓ Verified | 
| **Reporting** | 8.0 (1883 reviews) ✓ Verified | 8.7 (161 reviews) ✓ Verified | 
| **Dashboards** | 8.3 (1969 reviews) ✓ Verified | 9.2 (159 reviews) ✓ Verified | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.0/10 | 405 |
| **Gladly** | N/A | N/A |

#### Channels

| Feature | Freshdesk | Gladly | 
|---|---|---|
| **Multi-Channel Coverage** | 8.4 (358 reviews) | Not enough data | 
| **Open Listening** | 8.0 (335 reviews) | Not enough data | 
| **Physical Media** | 7.5 (324 reviews) | Not enough data | 

#### Design

| Feature | Freshdesk | Gladly | 
|---|---|---|
| **Communications Strategy Development** | 8.2 (331 reviews) | Not enough data | 
| **Create Content** | 7.8 (335 reviews) | Not enough data | 
| **Personalization** | 8.3 (356 reviews) | Not enough data | 
| **Inbound Identification** | 8.3 (344 reviews) | Not enough data | 
| **Regulatory Compliance** | 8.4 (332 reviews) | Not enough data | 

#### Generative AI

| Feature | Freshdesk | Gladly | 
|---|---|---|
| **AI Text Generation** | 7.7 (263 reviews) | Not enough data | 
| **AI Text Summarization** | 7.7 (264 reviews) | Not enough data | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 293 |
| **Gladly** | N/A | N/A |

#### Usability

| Feature | Freshdesk | Gladly | 
|---|---|---|
| **All-Employee Access** | 8.7 (263 reviews) | Not enough data | 
| **Supporting Documents** | 8.7 (259 reviews) | Not enough data | 
| **Two-Way Communication** | 8.8 (251 reviews) | Not enough data | 

#### Reporting

| Feature | Freshdesk | Gladly | 
|---|---|---|
| **Priority Case Alerts** | 8.6 (245 reviews) | Not enough data | 
| **Trend Analysis** | 8.5 (241 reviews) | Not enough data | 
| **Performance Monitoring** | 8.6 (253 reviews) | Not enough data | 

#### Generative AI

| Feature | Freshdesk | Gladly | 
|---|---|---|
| **AI Text Generation** | 7.5 (178 reviews) | Not enough data | 
| **AI Text Summarization** | 7.5 (178 reviews) | Not enough data | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.3/10 | 269 |
| **Gladly** | N/A | N/A |

#### Productivity Tools

| Feature | Freshdesk | Gladly | 
|---|---|---|
| **Notes** | 8.9 (237 reviews) | Not enough data | 
| **Internal Discussion** | 8.7 (222 reviews) | Not enough data | 
| **Assignments and Tasks** | 8.6 (225 reviews) | Not enough data | 
| **Workflows** | 8.7 (229 reviews) | Not enough data | 
| **Templates** | 8.7 (232 reviews) | Not enough data | 
| **Integrations** | 8.3 (209 reviews) | Not enough data | 
| **Tagging System** | 8.7 (227 reviews) | Not enough data | 

#### Analytics

| Feature | Freshdesk | Gladly | 
|---|---|---|
| **Trends** | 8.3 (204 reviews) | Not enough data | 
| **Performance Tracking** | 8.5 (214 reviews) | Not enough data | 
| **Email Tracking** | 8.6 (212 reviews) | Not enough data | 

#### Agentic AI - Shared Inbox

| Feature | Freshdesk | Gladly | 
|---|---|---|
| **Autonomous Task Execution** | 6.9 (12 reviews) | Not enough data | 
| **Decision Making** | 7.1 (14 reviews) | Not enough data | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Gladly** | 9.0/10 | 468 |

#### Channels

| Feature | Freshdesk | Gladly | 
|---|---|---|
| **Voice** | Not enough data | 9.4 (424 reviews) | 
| **Social** | Not enough data | 9.2 (356 reviews) | 
| **Web Chat** | Not enough data | 9.4 (391 reviews) | 
| **Mobile SMS** | Not enough data | 9.2 (386 reviews) | 
| **Email** | Not enough data | 9.5 (427 reviews) | 

#### Generative AI

| Feature | Freshdesk | Gladly | 
|---|---|---|
| **AI Text-to-Speech** | Not enough data | 8.6 (146 reviews) | 

#### Functions

| Feature | Freshdesk | Gladly | 
|---|---|---|
| **Session Routing** | Not enough data | 9.0 (383 reviews) | 
| **Session Queuing** | Not enough data | 9.1 (389 reviews) | 
| **Concurrent Calling** | Not enough data | 9.1 (368 reviews) | 
| **Speech Analytics** | Not enough data | Feature Not Available | 
| **Auto Dialer** | Not enough data | Feature Not Available | 
| **IVR** | Not enough data | 9.0 (344 reviews) | 
| **Inbound Screen Pop** | Not enough data | 9.0 (376 reviews) | 
| **Persistent Data** | Not enough data | 9.1 (366 reviews) | 

#### Agentic AI - Contact Center

| Feature | Freshdesk | Gladly | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.9 (26 reviews) | 
| **Cross-system Integration** | Not enough data | 8.8 (26 reviews) | 
| **Natural Language Interaction** | Not enough data | 8.3 (26 reviews) | 
| **Proactive Assistance** | Not enough data | 8.3 (26 reviews) | 

#### Administrative

| Feature | Freshdesk | Gladly | 
|---|---|---|
| **Session Summary Notes** | Not enough data | 9.4 (394 reviews) | 
| **Administrator Access** | Not enough data | 9.2 (344 reviews) | 
| **Reporting & Dashboards** | Not enough data | 9.1 (379 reviews) | 
| **Session Recording** | Not enough data | 9.4 (382 reviews) | 
| **Agent Scheduling and Assignment** | Not enough data | 9.1 (346 reviews) | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.1/10 | 500 |
| **Gladly** | 9.0/10 | 348 |

#### Conversational Platform

| Feature | Freshdesk | Gladly | 
|---|---|---|
| **Personalization** | 8.3 (432 reviews) | 8.9 (301 reviews) | 
| **Omnichannel** | 8.3 (378 reviews) | 9.3 (278 reviews) | 
| **Contextual Engagement** | 8.3 (371 reviews) | 9.1 (276 reviews) | 
| **Proactive Engagement** | 8.4 (307 reviews) | 9.3 (248 reviews) | 

#### Support Automation

| Feature | Freshdesk | Gladly | 
|---|---|---|
| **Intelligent Routing** | 8.4 (388 reviews) | 9.0 (291 reviews) | 
| **Seamless Escalation** | 8.4 (408 reviews) | 9.1 (284 reviews) | 
| **Transcripts** | 8.3 (373 reviews) | 9.0 (271 reviews) | 
| **Self-Serve Support** | 8.2 (314 reviews) | 9.0 (255 reviews) | 

#### Generative AI

| Feature | Freshdesk | Gladly | 
|---|---|---|
| **AI Text Generation** | 7.4 (207 reviews) | 8.6 (108 reviews) | 
| **AI Text Summarization** | 7.4 (203 reviews) | 8.8 (108 reviews) | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Gladly** | 8.6/10 | 63 |

#### Customer Support

| Feature | Freshdesk | Gladly | 
|---|---|---|
| **Text** | Not enough data | 8.7 (57 reviews) | 
| **Speech** | Not enough data | 8.4 (53 reviews) | 
| **Knowledge Base** | Not enough data | 8.8 (54 reviews) | 

#### Automation

| Feature | Freshdesk | Gladly | 
|---|---|---|
| **Ticket Resolution** | Not enough data | 8.6 (53 reviews) | 
| **Customization** | Not enough data | 8.8 (56 reviews) | 
| **Intelligent Routing** | Not enough data | 8.8 (55 reviews) | 

#### Artificial Intelligence

| Feature | Freshdesk | Gladly | 
|---|---|---|
| **Learning** | Not enough data | 8.5 (54 reviews) | 
| **Language** | Not enough data | Feature Not Available | 
| **Conversational AI** | Not enough data | 8.5 (56 reviews) | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 1887 |
| **Gladly** | 9.0/10 | 447 |

#### Generative AI

| Feature | Freshdesk | Gladly | 
|---|---|---|
| **AI Text Generation** | 7.8 (116 reviews) | 8.6 (111 reviews) | 
| **AI Text Summarization** | 7.9 (114 reviews) | 8.8 (113 reviews) | 
| **AI Text-to-Speech** | 7.6 (113 reviews) | 7.8 (77 reviews) | 

#### Communication

| Feature | Freshdesk | Gladly | 
|---|---|---|
| **Pop-up Chat** | 8.8 (583 reviews) ✓ Verified | 9.4 (328 reviews) ✓ Verified | 
| **Notifications** | 8.7 (601 reviews) ✓ Verified | 9.2 (355 reviews) ✓ Verified | 
| **Targeted Emails** | 8.7 (494 reviews) ✓ Verified | 9.2 (298 reviews) ✓ Verified | 
| **In-App Messaging** | 8.5 (199 reviews) | 9.3 (306 reviews) ✓ Verified | 
| **Co-Browsing** | 8.2 (202 reviews) | 8.7 (255 reviews) | 

####  Internal Use

| Feature | Freshdesk | Gladly | 
|---|---|---|
| **Customization ** | 8.1 (1663 reviews) ✓ Verified | 8.6 (253 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.6 (203 reviews) | 9.2 (319 reviews) ✓ Verified | 
| **Lead Development** | 8.2 (186 reviews) | 8.8 (278 reviews) ✓ Verified | 
| **Knowledge Base** | 8.8 (558 reviews) ✓ Verified | 9.4 (335 reviews) ✓ Verified | 
| **Team Inbox ** | 8.8 (519 reviews) ✓ Verified | 9.3 (325 reviews) ✓ Verified | 
| **Customer Profiles** | 8.6 (547 reviews) ✓ Verified | 9.3 (358 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.1/10 | 1122 |
| **Gladly** | 8.6/10 | 279 |

#### Generative AI

| Feature | Freshdesk | Gladly | 
|---|---|---|
| **AI Text Summarization** | 7.9 (139 reviews) | 8.9 (82 reviews) | 

#### Self-Service Experience

| Feature | Freshdesk | Gladly | 
|---|---|---|
| **Knowledge Base** | 8.7 (959 reviews) | 9.4 (241 reviews) | 
| **Searchable Articles** | 8.6 (911 reviews) | 9.2 (226 reviews) | 
| **Community Forums** | 8.3 (682 reviews) | 8.8 (191 reviews) | 
| **Mobile Optimization** | 8.2 (238 reviews) | 9.0 (197 reviews) | 
| **Personalization** | 8.4 (255 reviews) | 9.0 (218 reviews) | 

#### Self-Service Platform

| Feature | Freshdesk | Gladly | 
|---|---|---|
| **Branding** | 8.5 (253 reviews) | 9.3 (212 reviews) | 
| **Automation** | 8.6 (260 reviews) | 9.2 (223 reviews) | 
| **Artificial Intelligence** | 8.0 (220 reviews) | 8.9 (213 reviews) | 
| **Integrations** | 8.4 (237 reviews) | 9.2 (210 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Freshdesk | Gladly | 
|---|---|---|
| **Autonomous Task Execution** | 7.7 (16 reviews) | 7.5 (19 reviews) | 
| **Multi-step Planning** | 7.7 (15 reviews) | 8.1 (19 reviews) | 
| **Cross-system Integration** | 7.9 (16 reviews) | 8.2 (19 reviews) | 
| **Adaptive Learning** | 7.7 (17 reviews) | 8.0 (19 reviews) | 
| **Natural Language Interaction** | 7.6 (17 reviews) | 7.6 (19 reviews) | 
| **Proactive Assistance** | 7.6 (16 reviews) | 8.2 (19 reviews) | 
| **Decision Making** | 7.8 (16 reviews) | 8.5 (19 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.7/10 | 532 |
| **Gladly** | 9.3/10 | 254 |

#### Generative AI

| Feature | Freshdesk | Gladly | 
|---|---|---|
| **AI Text Generation** | 8.2 (79 reviews) | 9.0 (61 reviews) | 
| **AI Text Summarization** | 8.0 (79 reviews) | 9.0 (61 reviews) | 

#### Process

| Feature | Freshdesk | Gladly | 
|---|---|---|
| **Mentions** | 8.6 (163 reviews) | 9.1 (179 reviews) | 
| **Tickets** | 9.3 (485 reviews) | 9.4 (195 reviews) | 
| **Macros** | 8.6 (372 reviews) | 9.4 (181 reviews) | 

#### Channels

| Feature | Freshdesk | Gladly | 
|---|---|---|
| **Email** | 9.2 (480 reviews) | 9.7 (237 reviews) | 
| **Social** | 8.7 (416 reviews) | 9.3 (189 reviews) | 
| **Live Chat** | 8.8 (377 reviews) | 9.5 (226 reviews) | 
| **Phone** | 8.5 (341 reviews) | 9.3 (225 reviews) | 
| **Text** | 8.3 (59 reviews) | 9.5 (227 reviews) | 

#### Insight

| Feature | Freshdesk | Gladly | 
|---|---|---|
| **Surveys** | 8.6 (383 reviews) | 9.0 (197 reviews) | 
| **Reporting** | 8.7 (170 reviews) | 9.3 (198 reviews) | 
| **Visitor Activity** | 8.6 (374 reviews) | 9.3 (181 reviews) | 
| **Help Desk** | 9.1 (446 reviews) | 9.5 (182 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 7.7/10 | 91 |
| **Gladly** | 8.5/10 | 47 |

#### Generative AI

| Feature | Freshdesk | Gladly | 
|---|---|---|
| **AI Text Generation** | 7.8 (87 reviews) | 8.4 (45 reviews) | 
| **AI Text Summarization** | 7.7 (85 reviews) | 8.5 (46 reviews) | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 14 |
| **Gladly** | 8.4/10 | 17 |

#### Customer Query Resolution - AI Customer Support Agents

| Feature | Freshdesk | Gladly | 
|---|---|---|
| **Automated Ticket Resolution** | 8.9 (9 reviews) | 8.1 (15 reviews) | 
| **Contextual Response Generation** | 8.5 (9 reviews) | 8.5 (14 reviews) | 
| **Sentiment Analysis** | 8.3 (9 reviews) | 8.6 (14 reviews) | 
| **Knowledge Base Utilization** | 8.5 (9 reviews) | 8.5 (16 reviews) | 
| **Multilingual Support** | 8.0 (9 reviews) | 8.3 (14 reviews) | 

#### Customer Interaction Automation - AI Customer Support Agents

| Feature | Freshdesk | Gladly | 
|---|---|---|
| **Proactive Customer Outreach** | 8.0 (9 reviews) | 8.2 (14 reviews) | 
| **Feedback Collection** | 8.7 (10 reviews) | 7.7 (13 reviews) | 
| **Escalation Handling** | 8.7 (10 reviews) | 8.6 (13 reviews) | 
| **Workflow Optimization** | 8.5 (10 reviews) | 8.9 (15 reviews) | 

#### Automation

| Feature | Freshdesk | Gladly | 
|---|---|---|
| **Customer Interaction Automation** | 9.3 (9 reviews) | 8.9 (15 reviews) | 
| **Feedback Collection** | 8.7 (9 reviews) | 8.0 (14 reviews) | 
| **Document Processing** | 9.1 (9 reviews) | 7.3 (14 reviews) | 

#### Autonomy

| Feature | Freshdesk | Gladly | 
|---|---|---|
| **Independent Decision Making** | 6.9 (9 reviews) | 8.4 (15 reviews) | 
| **Adaptive Responses** | 8.3 (9 reviews) | 8.8 (14 reviews) | 
| **Task Execution** | 8.3 (9 reviews) | 8.3 (15 reviews) | 
| **Problem Solving** | 8.0 (9 reviews) | 8.6 (15 reviews) | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Gladly** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Freshdesk | Gladly | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 
| **Multi-step Planning** | Not enough data | Not enough data | 
| **Cross-system Integration** | Not enough data | Not enough data | 
| **Adaptive Learning** | Not enough data | Not enough data | 
| **Natural Language Interaction** | Not enough data | Not enough data | 
| **Proactive Assistance** | Not enough data | Not enough data | 
| **Decision Making** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (7):** [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [Help Desk Software](https://www.g2.com/categories/help-desk), [Conversational Support Software](https://www.g2.com/categories/conversational-support), [Social Customer Service Software](https://www.g2.com/categories/social-customer-service), [Live Chat Software](https://www.g2.com/categories/live-chat), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service)

**Unique to Freshdesk (3):** [Shared Inbox Software](https://www.g2.com/categories/shared-inbox), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Customer Communications Management Software](https://www.g2.com/categories/customer-communications-management)

**Unique to Gladly (2):** [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Contact Center Software](https://www.g2.com/categories/contact-center)


---
## Reviewer Demographics

### By Company Size

| Segment | Freshdesk | Gladly | 
|---|---|---|
| **Small-Business** | 48.7% | 22.3% | 
| **Mid-Market** | 39.7% | 60.8% | 
| **Enterprise** | 11.6% | 16.9% | 

### By Industry

#### Freshdesk

- **Information Technology and Services:** 17.1%
- **Computer Software:** 12.8%
- **Financial Services:** 4.1%
- **Internet:** 4.0%
- **Education Management:** 3.8%
- **Retail:** 3.2%
- **Marketing and Advertising:** 3.1%
- **Consumer Services:** 3.0%
- **Telecommunications:** 2.3%
- **E-Learning:** 2.1%
- **Other:** 44.6%

#### Gladly

- **Retail:** 23.6%
- **Consumer Services:** 15.5%
- **Furniture:** 8.9%
- **Apparel & Fashion:** 7.8%
- **Consumer Goods:** 6.4%
- **Health, Wellness and Fitness:** 4.3%
- **Medical Devices:** 2.1%
- **Outsourcing/Offshoring:** 2.1%
- **Information Technology and Services:** 1.9%
- **Cosmetics:** 1.9%
- **Other:** 25.5%

---
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- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (556 reviews)
- [Dixa](https://www.g2.com/products/dixa/reviews) — 4.2/5 stars (391 reviews)
- [Talkdesk](https://www.g2.com/products/talkdesk/reviews) — 4.4/5 stars (2506 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.6/5 stars (2483 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1552 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (611 reviews)

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## Top Discussions

### Freshdesk

- Title: [What is Freshdesk used for?](https://www.g2.com/discussions/what-is-freshdesk-used-for) — 4 comments, 1 upvote
  > **Top comment:** "It is a helpdesk platform."
- Title: [Is freshdesk a CRM?](https://www.g2.com/discussions/is-freshdesk-a-crm) — 3 comments
  > **Top comment:** "yes"
- Title: [What is the use of freshdesk?](https://www.g2.com/discussions/what-is-the-use-of-freshdesk) — 3 comments, 1 upvote
  > **Top comment:** "Freshdesk is a Helpdesk web based Software as a Service product.  It has many features which include helpdesk, chat, service desk, etc."
- Title: [What is the difference between freshdesk and Freshservice?](https://www.g2.com/discussions/what-is-the-difference-between-freshdesk-and-freshservice) — 2 comments
  > **Top comment:** "Freshdesk and Freshservice are both customer support and helpdesk software solutions developed by Freshworks Inc. These platforms cater to different aspects..."
- Title: [Can we expect Instagram integration in Freshdesk soon ?](https://www.g2.com/discussions/31784-can-we-expect-instagram-integration-in-freshdesk-soon) — 2 comments, 1 upvote
  > **Top comment:** "Please check support answer to similar questions:

https://support.freshdesk.com/support/discussions/topics/308279"

### Gladly

- Title: [What is Gladly used for?](https://www.g2.com/discussions/gladly-what-is-gladly-used-for) — 2 comments
  > **Top comment:** "Communicating with our clientele"
- Title: [What is the best function of Gladly?](https://www.g2.com/discussions/what-is-the-best-function-of-gladly) — 2 comments, 1 upvote
  > **Top comment:** "The ease of use with customers
"
- Title: [Is there any training environment for gladly](https://www.g2.com/discussions/is-there-any-training-environment-for-gladly) — 2 comments, 1 upvote
  > **Top comment:** "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..."
- Title: [What's the best way to connect to our account success rep?](https://www.g2.com/discussions/31961-what-s-the-best-way-to-connect-to-our-account-success-rep) — 2 comments, 1 upvote
  > **Top comment:** "Hi Katheryn, 

Thank you for your note. We will be in touch with you shortly to connect on this. 

Sincerely,
Gladly"
- Title: [Can we get some more Gladly swag? Hoodie? Lol](https://www.g2.com/discussions/30344-can-we-get-some-more-gladly-swag-hoodie-lol) — 2 comments
  > **Top comment:** "Hey John - Thank you for your awesome review. We'll see what we can do! :)

- Team Gladly"

---
**Source:** [G2.com](https://www.g2.com) | [Comparison Page](https://www.g2.com/compare/freshdesk-vs-gladly)