# Freshdesk, Gladly vs Front Comparison

| | Freshdesk | Gladly | Front | 
|---|---|---|---|
| **Star Rating** | 4.4 out of 5 | 4.7 out of 5 | 4.6 out of 5 | 
| **Total Reviews** | 3,751 | 1,112 | 2,483 | 
| **Largest Market Segment** | Small-Business (48.7% of reviews) | Mid-Market (60.8% of reviews) | Small-Business (48.9% of reviews) | 
| **Entry Level Price** | $19.00 1 User per month billed annually Per Month | No pricing available | $25.00 1 user/month | 

---
## 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)

### Front

Pros:
- Ease of Use (340 reviews)
- Communication (258 reviews)

Cons:
- Missing Features (137 reviews)
- Email Issues (127 reviews)

---
## Ratings Comparison
| Rating | Freshdesk | Gladly | Front | 
|---|---|---|---|
  | **Meets Requirements** | 8.6 (3282 reviews) | 9.3 (801 reviews) | 9.1 (1949 reviews) | 
  | **Ease of Use** | 8.9 (3306 reviews) | 9.5 (807 reviews) | 9.1 (1967 reviews) | 
  | **Ease of Setup** | 8.6 (2362 reviews) | 9.3 (321 reviews) | 8.8 (750 reviews) | 
  | **Ease of Admin** | 8.7 (2199 reviews) | 9.2 (177 reviews) | 8.9 (479 reviews) | 
  | **Quality of Support** | 8.7 (3181 reviews) | 9.4 (764 reviews) | 9.1 (1675 reviews) | 
  | **Has the product been a good partner in doing business?** | 8.8 (2122 reviews) | 9.5 (177 reviews) | 9.2 (465 reviews) | 
  | **Product Direction (% positive)** | 8.8 (3251 reviews) | 9.4 (769 reviews) | 9.3 (1834 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

### Front

#### Entry-Level Pricing

Plan: Starter

Price: $25.00 1 user/month

Description: Essential capabilities to get started with customer-first service


Key Features:
- Shared inbox and ticketing
- AI Topics and up to 10 automation rules
- Basic analytics

[Browse all 3 editions](https://www.g2.com/products/front/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.2/10 | 2595 |
| **Gladly** | 9.0/10 | 395 |
| **Front** | 8.4/10 | 611 |

#### Ticket and Case Management

| Feature | Freshdesk | Gladly | Front | 
|---|---|---|---|
| **Ticket creation user experience** | 8.9 (2253 reviews) ✓ Verified | 9.2 (199 reviews) ✓ Verified | 8.8 (268 reviews) ✓ Verified | 
| **Ticket response user experience** | 8.8 (2266 reviews) ✓ Verified | 9.2 (204 reviews) ✓ Verified | 8.9 (272 reviews) ✓ Verified | 
| **Workflow** | 8.5 (2195 reviews) ✓ Verified | 9.2 (217 reviews) ✓ Verified | 8.9 (304 reviews) ✓ Verified | 
| **Response Automation** | 8.5 (2070 reviews) ✓ Verified | 9.1 (210 reviews) ✓ Verified | 8.8 (289 reviews) ✓ Verified | 
| **SLA Management** | 8.3 (1811 reviews) ✓ Verified | 9.1 (176 reviews) ✓ Verified | 8.9 (245 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 8.5 (2095 reviews) ✓ Verified | 9.2 (199 reviews) ✓ Verified | 9.1 (310 reviews) | 
| **Ticket Collaboration** | 8.7 (2030 reviews) ✓ Verified | 9.3 (200 reviews) ✓ Verified | 9.2 (302 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 8.3 (1379 reviews) ✓ Verified | 9.3 (212 reviews) ✓ Verified | 8.7 (262 reviews) ✓ Verified | 

#### Generative AI

| Feature | Freshdesk | Gladly | Front | 
|---|---|---|---|
| **AI Text Generation** | 7.3 (331 reviews) | 8.3 (65 reviews) | 7.8 (66 reviews) | 
| **AI Text Summarization** | 7.4 (325 reviews) | 8.5 (66 reviews) | 8.3 (64 reviews) | 

#### Agentic AI - Help Desk

| Feature | Freshdesk | Gladly | Front | 
|---|---|---|---|
| **Autonomous Task Execution** | 7.2 (58 reviews) | 8.5 (30 reviews) | 7.1 (28 reviews) | 
| **Natural Language Interaction** | 6.9 (57 reviews) | 8.3 (29 reviews) | 7.1 (28 reviews) | 
| **Proactive Assistance** | 7.2 (56 reviews) | 8.3 (28 reviews) | 7.2 (28 reviews) | 

#### Communication Channels

| Feature | Freshdesk | Gladly | Front | 
|---|---|---|---|
| **Customer Portal** | 8.6 (1927 reviews) ✓ Verified | 9.4 (209 reviews) ✓ Verified | 8.7 (236 reviews) ✓ Verified | 
| **Email to Case** | 8.9 (2090 reviews) ✓ Verified | 9.5 (227 reviews) ✓ Verified | 9.1 (291 reviews) ✓ Verified | 
| **Chat/Live Support** | 8.4 (1317 reviews) ✓ Verified | 9.5 (216 reviews) ✓ Verified | 8.7 (237 reviews) ✓ Verified | 
| **Social Integration** | 8.0 (1191 reviews) ✓ Verified | 9.0 (177 reviews) ✓ Verified | 8.3 (211 reviews) ✓ Verified | 
| **Voice** | 7.9 (937 reviews) ✓ Verified | 9.1 (205 reviews) ✓ Verified | 7.8 (133 reviews) | 

#### Platform

| Feature | Freshdesk | Gladly | Front | 
|---|---|---|---|
| **Mobile User Support** | 8.1 (1161 reviews) ✓ Verified | 8.2 (142 reviews) ✓ Verified | 8.3 (219 reviews) ✓ Verified | 
| **Customization ** | 8.1 (1663 reviews) ✓ Verified | 8.6 (253 reviews) ✓ Verified | 8.4 (289 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 8.6 (1552 reviews) ✓ Verified | 9.2 (156 reviews) ✓ Verified | 8.8 (263 reviews) ✓ Verified | 
| **Integration** | 8.3 (1158 reviews) ✓ Verified | 9.1 (162 reviews) ✓ Verified | 8.6 (240 reviews) ✓ Verified | 
| **Reporting** | 8.0 (1883 reviews) ✓ Verified | 8.7 (161 reviews) ✓ Verified | 8.2 (236 reviews) ✓ Verified | 
| **Dashboards** | 8.3 (1969 reviews) ✓ Verified | 9.2 (159 reviews) ✓ Verified | 8.3 (239 reviews) ✓ Verified | 

### Customer Communications Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.0/10 | 405 |
| **Gladly** | N/A | N/A |
| **Front** | 8.4/10 | 931 |

#### Channels

| Feature | Freshdesk | Gladly | Front | 
|---|---|---|---|
| **Multi-Channel Coverage** | 8.4 (358 reviews) | Not enough data | 8.9 (632 reviews) | 
| **Open Listening** | 8.0 (335 reviews) | Not enough data | 8.6 (528 reviews) | 
| **Physical Media** | 7.5 (324 reviews) | Not enough data | 7.9 (476 reviews) | 

#### Design

| Feature | Freshdesk | Gladly | Front | 
|---|---|---|---|
| **Communications Strategy Development** | 8.2 (331 reviews) | Not enough data | 8.8 (652 reviews) | 
| **Create Content** | 7.8 (335 reviews) | Not enough data | 8.2 (533 reviews) | 
| **Personalization** | 8.3 (356 reviews) | Not enough data | 8.8 (750 reviews) | 
| **Inbound Identification** | 8.3 (344 reviews) | Not enough data | 8.8 (713 reviews) | 
| **Regulatory Compliance** | 8.4 (332 reviews) | Not enough data | 8.7 (564 reviews) | 

#### Generative AI

| Feature | Freshdesk | Gladly | Front | 
|---|---|---|---|
| **AI Text Generation** | 7.7 (263 reviews) | Not enough data | 7.8 (191 reviews) | 
| **AI Text Summarization** | 7.7 (264 reviews) | Not enough data | 8.0 (191 reviews) | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 293 |
| **Gladly** | N/A | N/A |
| **Front** | 8.2/10 | 71 |

#### Usability

| Feature | Freshdesk | Gladly | Front | 
|---|---|---|---|
| **All-Employee Access** | 8.7 (263 reviews) | Not enough data | 8.8 (67 reviews) | 
| **Supporting Documents** | 8.7 (259 reviews) | Not enough data | 8.8 (65 reviews) | 
| **Two-Way Communication** | 8.8 (251 reviews) | Not enough data | 8.9 (68 reviews) | 

#### Reporting

| Feature | Freshdesk | Gladly | Front | 
|---|---|---|---|
| **Priority Case Alerts** | 8.6 (245 reviews) | Not enough data | 8.2 (64 reviews) | 
| **Trend Analysis** | 8.5 (241 reviews) | Not enough data | 7.6 (59 reviews) | 
| **Performance Monitoring** | 8.6 (253 reviews) | Not enough data | 8.1 (63 reviews) | 

#### Generative AI

| Feature | Freshdesk | Gladly | Front | 
|---|---|---|---|
| **AI Text Generation** | 7.5 (178 reviews) | Not enough data | 7.7 (37 reviews) | 
| **AI Text Summarization** | 7.5 (178 reviews) | Not enough data | 7.8 (38 reviews) | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.3/10 | 269 |
| **Gladly** | N/A | N/A |
| **Front** | 8.6/10 | 1052 |

#### Productivity Tools

| Feature | Freshdesk | Gladly | Front | 
|---|---|---|---|
| **Notes** | 8.9 (237 reviews) | Not enough data | 9.2 (837 reviews) | 
| **Internal Discussion** | 8.7 (222 reviews) | Not enough data | 9.4 (952 reviews) | 
| **Assignments and Tasks** | 8.6 (225 reviews) | Not enough data | 9.2 (855 reviews) | 
| **Workflows** | 8.7 (229 reviews) | Not enough data | 9.0 (764 reviews) | 
| **Templates** | 8.7 (232 reviews) | Not enough data | 9.2 (916 reviews) | 
| **Integrations** | 8.3 (209 reviews) | Not enough data | 8.7 (796 reviews) | 
| **Tagging System** | 8.7 (227 reviews) | Not enough data | 9.3 (963 reviews) | 

#### Analytics

| Feature | Freshdesk | Gladly | Front | 
|---|---|---|---|
| **Trends** | 8.3 (204 reviews) | Not enough data | 8.3 (587 reviews) | 
| **Performance Tracking** | 8.5 (214 reviews) | Not enough data | 8.6 (648 reviews) | 
| **Email Tracking** | 8.6 (212 reviews) | Not enough data | 8.9 (769 reviews) | 

#### Agentic AI - Shared Inbox

| Feature | Freshdesk | Gladly | Front | 
|---|---|---|---|
| **Autonomous Task Execution** | 6.9 (12 reviews) | Not enough data | 6.4 (41 reviews) | 
| **Decision Making** | 7.1 (14 reviews) | Not enough data | 6.7 (41 reviews) | 

### Email Client

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Gladly** | N/A | N/A |
| **Front** | 8.6/10 | 924 |

#### Inbox Tools

| Feature | Freshdesk | Gladly | Front | 
|---|---|---|---|
| **Unified Inbox** | Not enough data | Not enough data | 9.3 (815 reviews) | 
| **Filters** | Not enough data | Not enough data | 8.9 (820 reviews) | 
| **Reminders** | Not enough data | Not enough data | 9.1 (798 reviews) | 
| **Notifications** | Not enough data | Not enough data | 9.0 (840 reviews) | 

#### Coordination Tools

| Feature | Freshdesk | Gladly | Front | 
|---|---|---|---|
| **Calendar** | Not enough data | Not enough data | 8.5 (733 reviews) | 
| **Contacts** | Not enough data | Not enough data | 8.7 (710 reviews) | 
| **Task Management** | Not enough data | Not enough data | 8.7 (650 reviews) | 

#### Software Options

| Feature | Freshdesk | Gladly | Front | 
|---|---|---|---|
| **Desktop Application** | Not enough data | Not enough data | 9.3 (797 reviews) | 
| **Mobile Application** | Not enough data | Not enough data | 8.6 (728 reviews) | 

#### Email Client - Agentic AI

| Feature | Freshdesk | Gladly | Front | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 6.7 (25 reviews) | 
| **Cross-system Integration** | Not enough data | Not enough data | 7.3 (25 reviews) | 

### Contact Center

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

#### Channels

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

#### Generative AI

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

#### Functions

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

#### Agentic AI - Contact Center

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

#### Administrative

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

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.1/10 | 500 |
| **Gladly** | 9.0/10 | 348 |
| **Front** | 8.6/10 | 621 |

#### Conversational Platform

| Feature | Freshdesk | Gladly | Front | 
|---|---|---|---|
| **Personalization** | 8.3 (432 reviews) | 8.9 (301 reviews) | 8.8 (492 reviews) | 
| **Omnichannel** | 8.3 (378 reviews) | 9.3 (278 reviews) | 8.8 (385 reviews) | 
| **Contextual Engagement** | 8.3 (371 reviews) | 9.1 (276 reviews) | 8.7 (385 reviews) | 
| **Proactive Engagement** | 8.4 (307 reviews) | 9.3 (248 reviews) | 8.8 (343 reviews) | 

#### Support Automation

| Feature | Freshdesk | Gladly | Front | 
|---|---|---|---|
| **Intelligent Routing** | 8.4 (388 reviews) | 9.0 (291 reviews) | 8.7 (413 reviews) | 
| **Seamless Escalation** | 8.4 (408 reviews) | 9.1 (284 reviews) | 8.9 (415 reviews) | 
| **Transcripts** | 8.3 (373 reviews) | 9.0 (271 reviews) | 8.7 (378 reviews) | 
| **Self-Serve Support** | 8.2 (314 reviews) | 9.0 (255 reviews) | 8.6 (327 reviews) | 

#### Generative AI

| Feature | Freshdesk | Gladly | Front | 
|---|---|---|---|
| **AI Text Generation** | 7.4 (207 reviews) | 8.6 (108 reviews) | 8.1 (108 reviews) | 
| **AI Text Summarization** | 7.4 (203 reviews) | 8.8 (108 reviews) | 8.2 (108 reviews) | 

### Email Management

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | N/A | N/A |
| **Gladly** | N/A | N/A |
| **Front** | 8.1/10 | 266 |

#### Sorting & Filtering

| Feature | Freshdesk | Gladly | Front | 
|---|---|---|---|
| **Attachment Search** | Not enough data | Not enough data | 8.3 (236 reviews) | 
| **Tags** | Not enough data | Not enough data | 9.1 (241 reviews) | 
| **AI Sorting** | Not enough data | Not enough data | 7.6 (226 reviews) | 
| **Predefined Rules** | Not enough data | Not enough data | 8.4 (230 reviews) | 

#### Integrations

| Feature | Freshdesk | Gladly | Front | 
|---|---|---|---|
| **Microsoft Outlook Integration** | Not enough data | Not enough data | 8.0 (221 reviews) | 
| **Gmail Integration** | Not enough data | Not enough data | 8.4 (232 reviews) | 
| **Apple Calendar Integration** | Not enough data | Not enough data | 7.4 (208 reviews) | 

#### Time Management

| Feature | Freshdesk | Gladly | Front | 
|---|---|---|---|
| **Unified Inbox** | Not enough data | Not enough data | 9.0 (232 reviews) | 
| **Email Automation** | Not enough data | Not enough data | 8.7 (226 reviews) | 
| **Snooze** | Not enough data | Not enough data | 9.3 (242 reviews) | 

#### Generative AI

| Feature | Freshdesk | Gladly | Front | 
|---|---|---|---|
| **AI Text Generation** | Not enough data | Not enough data | 7.7 (138 reviews) | 
| **AI Text-to-Speech** | Not enough data | Not enough data | 7.2 (129 reviews) | 
| **AI Text Summarization** | Not enough data | Not enough data | 7.9 (138 reviews) | 

#### Agentic AI - Email Management

| Feature | Freshdesk | Gladly | Front | 
|---|---|---|---|
| **Autonomous Task Execution** | Not enough data | Not enough data | 6.6 (34 reviews) | 
| **Cross-system Integration** | Not enough data | Not enough data | 7.2 (34 reviews) | 

### Customer Service Automation

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

#### Customer Support

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

#### Automation

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

#### Artificial Intelligence

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

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.4/10 | 1887 |
| **Gladly** | 9.0/10 | 447 |
| **Front** | 8.7/10 | 556 |

#### Generative AI

| Feature | Freshdesk | Gladly | Front | 
|---|---|---|---|
| **AI Text Generation** | 7.8 (116 reviews) | 8.6 (111 reviews) | 8.3 (35 reviews) | 
| **AI Text Summarization** | 7.9 (114 reviews) | 8.8 (113 reviews) | 8.3 (35 reviews) | 
| **AI Text-to-Speech** | 7.6 (113 reviews) | 7.8 (77 reviews) | 7.8 (33 reviews) | 

#### Communication

| Feature | Freshdesk | Gladly | Front | 
|---|---|---|---|
| **Pop-up Chat** | 8.8 (583 reviews) ✓ Verified | 9.4 (328 reviews) ✓ Verified | 8.7 (220 reviews) ✓ Verified | 
| **Notifications** | 8.7 (601 reviews) ✓ Verified | 9.2 (355 reviews) ✓ Verified | 9.0 (269 reviews) ✓ Verified | 
| **Targeted Emails** | 8.7 (494 reviews) ✓ Verified | 9.2 (298 reviews) ✓ Verified | 8.9 (208 reviews) | 
| **In-App Messaging** | 8.5 (199 reviews) | 9.3 (306 reviews) ✓ Verified | 8.9 (231 reviews) ✓ Verified | 
| **Co-Browsing** | 8.2 (202 reviews) | 8.7 (255 reviews) | 8.8 (151 reviews) | 

####  Internal Use

| Feature | Freshdesk | Gladly | Front | 
|---|---|---|---|
| **Customization ** | 8.1 (1663 reviews) ✓ Verified | 8.6 (253 reviews) ✓ Verified | 8.4 (289 reviews) ✓ Verified | 
| **Conversation Archiving** | 8.6 (203 reviews) | 9.2 (319 reviews) ✓ Verified | 9.2 (284 reviews) ✓ Verified | 
| **Lead Development** | 8.2 (186 reviews) | 8.8 (278 reviews) ✓ Verified | 8.8 (194 reviews) | 
| **Knowledge Base** | 8.8 (558 reviews) ✓ Verified | 9.4 (335 reviews) ✓ Verified | 8.8 (220 reviews) | 
| **Team Inbox ** | 8.8 (519 reviews) ✓ Verified | 9.3 (325 reviews) ✓ Verified | 9.5 (290 reviews) ✓ Verified | 
| **Customer Profiles** | 8.6 (547 reviews) ✓ Verified | 9.3 (358 reviews) ✓ Verified | 8.8 (222 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.1/10 | 1122 |
| **Gladly** | 8.6/10 | 279 |
| **Front** | 8.6/10 | 59 |

#### Generative AI

| Feature | Freshdesk | Gladly | Front | 
|---|---|---|---|
| **AI Text Summarization** | 7.9 (139 reviews) | 8.9 (82 reviews) | 7.7 (30 reviews) | 

#### Self-Service Experience

| Feature | Freshdesk | Gladly | Front | 
|---|---|---|---|
| **Knowledge Base** | 8.7 (959 reviews) | 9.4 (241 reviews) | 8.3 (55 reviews) | 
| **Searchable Articles** | 8.6 (911 reviews) | 9.2 (226 reviews) | 8.5 (53 reviews) | 
| **Community Forums** | 8.3 (682 reviews) | 8.8 (191 reviews) | 8.0 (53 reviews) | 
| **Mobile Optimization** | 8.2 (238 reviews) | 9.0 (197 reviews) | 8.2 (51 reviews) | 
| **Personalization** | 8.4 (255 reviews) | 9.0 (218 reviews) | 8.4 (50 reviews) | 

#### Self-Service Platform

| Feature | Freshdesk | Gladly | Front | 
|---|---|---|---|
| **Branding** | 8.5 (253 reviews) | 9.3 (212 reviews) | 8.0 (50 reviews) | 
| **Automation** | 8.6 (260 reviews) | 9.2 (223 reviews) | 8.4 (50 reviews) | 
| **Artificial Intelligence** | 8.0 (220 reviews) | 8.9 (213 reviews) | 8.0 (50 reviews) | 
| **Integrations** | 8.4 (237 reviews) | 9.2 (210 reviews) | 8.1 (48 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Freshdesk | Gladly | Front | 
|---|---|---|---|
| **Autonomous Task Execution** | 7.7 (16 reviews) | 7.5 (19 reviews) | 9.2 (6 reviews) | 
| **Multi-step Planning** | 7.7 (15 reviews) | 8.1 (19 reviews) | 9.4 (6 reviews) | 
| **Cross-system Integration** | 7.9 (16 reviews) | 8.2 (19 reviews) | 9.2 (6 reviews) | 
| **Adaptive Learning** | 7.7 (17 reviews) | 8.0 (19 reviews) | 9.7 (6 reviews) | 
| **Natural Language Interaction** | 7.6 (17 reviews) | 7.6 (19 reviews) | 9.4 (6 reviews) | 
| **Proactive Assistance** | 7.6 (16 reviews) | 8.2 (19 reviews) | 9.4 (6 reviews) | 
| **Decision Making** | 7.8 (16 reviews) | 8.5 (19 reviews) | 9.4 (6 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 8.7/10 | 532 |
| **Gladly** | 9.3/10 | 254 |
| **Front** | 8.8/10 | 276 |

#### Generative AI

| Feature | Freshdesk | Gladly | Front | 
|---|---|---|---|
| **AI Text Generation** | 8.2 (79 reviews) | 9.0 (61 reviews) | 7.8 (26 reviews) | 
| **AI Text Summarization** | 8.0 (79 reviews) | 9.0 (61 reviews) | 7.8 (25 reviews) | 

#### Process

| Feature | Freshdesk | Gladly | Front | 
|---|---|---|---|
| **Mentions** | 8.6 (163 reviews) | 9.1 (179 reviews) | 9.1 (197 reviews) | 
| **Tickets** | 9.3 (485 reviews) | 9.4 (195 reviews) | 8.8 (160 reviews) | 
| **Macros** | 8.6 (372 reviews) | 9.4 (181 reviews) | 8.8 (172 reviews) | 

#### Channels

| Feature | Freshdesk | Gladly | Front | 
|---|---|---|---|
| **Email** | 9.2 (480 reviews) | 9.7 (237 reviews) | 9.5 (242 reviews) | 
| **Social** | 8.7 (416 reviews) | 9.3 (189 reviews) | 9.1 (193 reviews) | 
| **Live Chat** | 8.8 (377 reviews) | 9.5 (226 reviews) | 8.8 (185 reviews) | 
| **Phone** | 8.5 (341 reviews) | 9.3 (225 reviews) | 8.4 (135 reviews) | 
| **Text** | 8.3 (59 reviews) | 9.5 (227 reviews) | 9.1 (159 reviews) | 

#### Insight

| Feature | Freshdesk | Gladly | Front | 
|---|---|---|---|
| **Surveys** | 8.6 (383 reviews) | 9.0 (197 reviews) | 8.9 (140 reviews) | 
| **Reporting** | 8.7 (170 reviews) | 9.3 (198 reviews) | 8.7 (160 reviews) | 
| **Visitor Activity** | 8.6 (374 reviews) | 9.3 (181 reviews) | 8.8 (138 reviews) | 
| **Help Desk** | 9.1 (446 reviews) | 9.5 (182 reviews) | 9.0 (156 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Freshdesk** | 7.7/10 | 91 |
| **Gladly** | 8.5/10 | 47 |
| **Front** | 7.1/10 | 31 |

#### Generative AI

| Feature | Freshdesk | Gladly | Front | 
|---|---|---|---|
| **AI Text Generation** | 7.8 (87 reviews) | 8.4 (45 reviews) | 7.5 (29 reviews) | 
| **AI Text Summarization** | 7.7 (85 reviews) | 8.5 (46 reviews) | 7.6 (30 reviews) | 

### AI Customer Support Agents

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

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

| Feature | Freshdesk | Gladly | Front | 
|---|---|---|---|
| **Automated Ticket Resolution** | 8.9 (9 reviews) | 8.1 (15 reviews) | Not enough data | 
| **Contextual Response Generation** | 8.5 (9 reviews) | 8.5 (14 reviews) | Not enough data | 
| **Sentiment Analysis** | 8.3 (9 reviews) | 8.6 (14 reviews) | Not enough data | 
| **Knowledge Base Utilization** | 8.5 (9 reviews) | 8.5 (16 reviews) | Not enough data | 
| **Multilingual Support** | 8.0 (9 reviews) | 8.3 (14 reviews) | Not enough data | 

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

| Feature | Freshdesk | Gladly | Front | 
|---|---|---|---|
| **Proactive Customer Outreach** | 8.0 (9 reviews) | 8.2 (14 reviews) | Not enough data | 
| **Feedback Collection** | 8.7 (10 reviews) | 7.7 (13 reviews) | Not enough data | 
| **Escalation Handling** | 8.7 (10 reviews) | 8.6 (13 reviews) | Not enough data | 
| **Workflow Optimization** | 8.5 (10 reviews) | 8.9 (15 reviews) | Not enough data | 

#### Automation

| Feature | Freshdesk | Gladly | Front | 
|---|---|---|---|
| **Customer Interaction Automation** | 9.3 (9 reviews) | 8.9 (15 reviews) | Not enough data | 
| **Feedback Collection** | 8.7 (9 reviews) | 8.0 (14 reviews) | Not enough data | 
| **Document Processing** | 9.1 (9 reviews) | 7.3 (14 reviews) | Not enough data | 

#### Autonomy

| Feature | Freshdesk | Gladly | Front | 
|---|---|---|---|
| **Independent Decision Making** | 6.9 (9 reviews) | 8.4 (15 reviews) | Not enough data | 
| **Adaptive Responses** | 8.3 (9 reviews) | 8.8 (14 reviews) | Not enough data | 
| **Task Execution** | 8.3 (9 reviews) | 8.3 (15 reviews) | Not enough data | 
| **Problem Solving** | 8.0 (9 reviews) | 8.6 (15 reviews) | Not enough data | 

### AI Agents

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

#### Agentic AI - AI Agents

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

**Unique to Front (5):** [Email Client Software](https://www.g2.com/categories/email-client), [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), [Email Management Software](https://www.g2.com/categories/email-management)


---
## Reviewer Demographics

### By Company Size

| Segment | Freshdesk | Gladly | Front | 
|---|---|---|---|
| **Small-Business** | 48.7% | 22.3% | 48.9% | 
| **Mid-Market** | 39.7% | 60.8% | 41.7% | 
| **Enterprise** | 11.6% | 16.9% | 9.5% | 

### 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%

#### Front

- **Logistics and Supply Chain:** 10.0%
- **Computer Software:** 8.2%
- **Information Technology and Services:** 7.5%
- **Transportation/Trucking/Railroad:** 5.5%
- **Marketing and Advertising:** 4.6%
- **Financial Services:** 4.6%
- **Real Estate:** 4.0%
- **Accounting:** 3.8%
- **Consumer Services:** 3.4%
- **Construction:** 2.7%
- **Other:** 45.8%

---
## Alternatives

### Alternatives to Freshdesk

- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6979 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3867 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)
- [Hiver in Gmail](https://www.g2.com/products/hiver-in-gmail/reviews) — 4.6/5 stars (1283 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7681 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7344 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1907 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2915 reviews)
- [Gorgias](https://www.g2.com/products/gorgias/reviews) — 4.6/5 stars (561 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (556 reviews)

### Alternatives to Gladly

- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7344 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6979 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3867 reviews)
- [Gorgias](https://www.g2.com/products/gorgias/reviews) — 4.6/5 stars (561 reviews)
- [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)
- [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)
- [NiCE CXone](https://www.g2.com/products/nice-cxone/reviews) — 4.3/5 stars (1731 reviews)

### Alternatives to Front

- [Hiver in Gmail](https://www.g2.com/products/hiver-in-gmail/reviews) — 4.6/5 stars (1283 reviews)
- [Zendesk for Customer Service](https://www.g2.com/products/zendesk-for-customer-service/reviews) — 4.3/5 stars (6979 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3867 reviews)
- [Trengo](https://www.g2.com/products/trengo/reviews) — 4.3/5 stars (246 reviews)
- [Zoho Desk](https://www.g2.com/products/zoho-desk/reviews) — 4.4/5 stars (7681 reviews)
- [Help Scout](https://www.g2.com/products/help-scout/reviews) — 4.4/5 stars (428 reviews)
- [Helpwise](https://www.g2.com/products/helpwise/reviews) — 4.6/5 stars (181 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2915 reviews)
- [Missive](https://www.g2.com/products/missive/reviews) — 4.7/5 stars (846 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (556 reviews)

---
## 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"

### Front

- Title: [What is Front used for?](https://www.g2.com/discussions/what-is-front-used-for) — 2 comments
  > **Top comment:** "Workplace emailing"
- Title: [What is Happening on the Forum?](https://www.g2.com/discussions/what-is-happening-on-the-forum) — 1 comment, 1 upvote
  > **Top comment:** "After so many attempts in getting my funds back which I lost to a fake platform called mycoinbanking.com I lost the total of $348.000.  I needed the profit..."
- Title: [Are there any "Front hacks" that are lesser known but extremely helpful?](https://www.g2.com/discussions/are-there-any-front-hacks-that-are-lesser-known-but-extremely-helpful) — 1 comment, 1 upvote
  > **Top comment:** "Hit the popout button on a draft email twice. Once for the draft to appear on top of your reading pane and the second time opens it in its own browser window..."
- Title: [Can we get a recall feature?](https://www.g2.com/discussions/can-we-get-a-recall-feature) — 1 comment, 1 upvote
  > **Top comment:** "Please everyone should be careful and stop being fooled by all these brokers and account managers, they scammed me over $230k of my investment capital, they..."
- Title: [Can you integrate front with Grammarly?](https://www.g2.com/discussions/can-you-integrate-front-with-grammarly) — 1 comment, 1 upvote
  > **Top comment:** "Yes absolutely "

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