Compare Gladly and eDesk
Featured Products
At a Glance
Market Segments
Mid-Market (60.8% of reviews)
Small-Business (83.9% of reviews)
Entry-Level Pricing
No pricing available
$39.00 Per Month
Gladly
Star Rating
(1,112)4.7 out of 5
Market Segments
Mid-Market (60.8% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about Gladly
eDesk
Star Rating
(68)4.5 out of 5
Market Segments
Small-Business (83.9% of reviews)
Pros & Cons
Entry-Level Pricing
$39.00 Per Month
Browse all 4 pricing plans
Summary
AI Generated Summary
AI-generated. Powered by real user reviews.
- G2 reviewers report that Gladly excels in keeping customer conversations organized, with features like the "Customer Timeline" that allows users to view all interactions in one scrollable format. This eliminates the risk of information falling through the cracks, a feature that many users find essential for their workflow.
- Users say that eDesk offers a sleek design and is easy to use, making it a good choice for small businesses. Reviewers appreciate the quick support they receive, which helps them navigate any issues efficiently, especially when integrating new sites with the software.
- According to verified reviews, Gladly's implementation process is praised for its intuitiveness, allowing users to get up and running quickly. Many users highlight how natural the software feels in their daily operations, particularly due to its focus on unifying customer interactions rather than dividing them into separate tickets.
- Reviewers mention that while eDesk provides solid support and useful tools for customer service review, it may not match the comprehensive features of Gladly, particularly in areas like ticket collaboration and automation, where Gladly users report higher satisfaction.
- G2 reviewers highlight that Gladly's overall user satisfaction is notably higher, with a G2 Score that reflects its strong performance across various metrics. Users appreciate the quality of support and the product's ability to adapt to their needs, which is evident in the high ratings for features like ticket response and workflow management.
- Users report that while eDesk is effective for small businesses, Gladly's focus on mid-market solutions provides a more robust set of features that cater to larger teams, including advanced AI capabilities and a more extensive customer and contacts database, which many users find invaluable for their operations.
Pricing
Entry-Level Pricing
Gladly
No pricing availableeDesk
Essential
$39.00
Per Month
Start building a strong foundation for customer support.
- 1 online store/ marketplace
- Centralized support workspace
- Social messaging
Free Trial
Gladly
No trial information availableeDesk
Free Trial is available
Ratings
Meets Requirements
9.3
801
9.1
52
Ease of Use
9.5
807
9.1
56
Ease of Setup
9.3
321
8.7
51
Ease of Admin
9.2
177
8.6
27
Quality of Support
9.4
764
9.3
52
Has the product been a good partner in doing business?
9.5
177
8.9
28
Product Direction (% positive)
9.4
769
9.1
50
Features by Category
Ticket and Case Management
9.2
200
|
Verified
8.1
24
9.2
205
|
Verified
8.8
24
9.2
217
|
Verified
8.7
23
9.1
211
|
Verified
8.3
23
9.1
176
|
Verified
8.6
22
9.2
199
|
Verified
8.1
22
9.3
200
|
Verified
8.4
24
9.3
212
|
Verified
7.8
20
Generative AI
8.3
65
6.5
13
8.5
66
7.0
14
Agentic AI - Help Desk
8.5
30
6.5
9
8.3
29
7.4
11
8.2
29
7.0
9
Communication Channels
9.4
210
|
Verified
7.7
20
9.5
227
|
Verified
8.2
22
9.5
216
|
Verified
8.0
22
9.0
177
|
Verified
7.0
18
9.1
206
|
Verified
5.9
18
Platform
8.2
142
|
Verified
6.1
18
8.6
254
|
Verified
7.8
20
9.2
157
|
Verified
7.7
20
9.1
162
|
Verified
8.4
19
8.7
161
|
Verified
7.4
18
9.2
159
|
Verified
8.1
19
Integration
Not enough data
7.2
10
Not enough data
7.3
10
Not enough data
7.5
10
Store Management
Not enough data
8.3
11
Not enough data
9.7
11
Agentic AI - Online Marketplace Optimization Tools
Not enough data
7.4
7
Not enough data
7.4
7
Channels
9.4
424
Not enough data
9.2
356
Not enough data
9.4
391
Not enough data
9.2
386
Not enough data
9.5
428
Not enough data
Generative AI
8.6
146
Not enough data
Functions
9.0
383
Not enough data
9.1
389
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
366
Not enough data
Agentic AI - Contact Center
7.9
26
Not enough data
8.8
26
Not enough data
8.3
26
Not enough data
8.3
26
Not enough data
Administrative
9.4
394
Not enough data
9.2
344
Not enough data
9.1
379
Not enough data
9.4
382
Not enough data
9.1
346
Not enough data
Conversational Platform
8.9
301
Not enough data
9.3
278
Not enough data
9.1
276
Not enough data
9.3
248
Not enough data
Support Automation
9.0
291
Not enough data
9.1
284
Not enough data
9.0
271
Not enough data
9.0
255
Not enough data
Generative AI
8.6
108
Not enough data
8.8
108
Not enough data
Customer Support
8.7
57
Not enough data
8.4
53
Not enough data
8.8
54
Not enough data
Automation
8.6
53
Not enough data
8.8
56
Not enough data
8.8
55
Not enough data
Artificial Intelligence
8.5
54
Not enough data
Feature Not Available
Not enough data
8.5
56
Not enough data
Generative AI
8.6
111
8.1
7
8.8
113
7.6
7
7.8
77
5.0
6
Communication
9.4
329
|
Verified
7.6
7
9.2
356
|
Verified
8.5
8
9.2
298
|
Verified
8.1
7
9.3
306
|
Verified
7.4
7
8.7
255
7.4
7
Internal Use
8.6
254
|
Verified
7.8
20
9.2
319
|
Verified
7.4
7
8.8
278
|
Verified
6.7
8
9.4
335
|
Verified
7.9
7
9.3
325
|
Verified
8.1
9
9.3
358
|
Verified
7.7
8
Generative AI
8.9
82
8.6
16
Self-Service Experience
9.4
241
8.7
21
9.2
226
8.3
20
8.8
191
7.7
20
9.0
197
7.4
20
9.0
218
8.2
20
Self-Service Platform
9.3
212
8.2
21
9.2
223
8.9
21
8.9
213
8.3
20
9.2
210
8.6
22
Agentic AI - Customer Self-Service
7.5
19
8.2
14
8.1
19
8.7
14
8.2
19
8.7
14
8.0
19
8.1
15
7.6
19
8.6
14
8.2
19
8.6
14
8.5
19
8.1
14
Generative AI
9.0(won by default)
61
Not enough data
9.0(won by default)
61
Not enough data
Process
9.1(won by default)
179
Not enough data
9.4(won by default)
196
Not enough data
9.4(won by default)
181
Not enough data
Channels
9.7(won by default)
237
Not enough data
9.3(won by default)
189
Not enough data
9.5(won by default)
227
Not enough data
9.3(won by default)
225
Not enough data
9.5(won by default)
227
Not enough data
Insight
9.0(won by default)
197
Not enough data
9.3(won by default)
198
Not enough data
9.3(won by default)
181
Not enough data
9.5(won by default)
182
Not enough data
Generative AI
8.4
45
6.7
10
8.5
46
6.8
11
Customer Query Resolution - AI Customer Support Agents
8.1
15
Not enough data
8.5
14
Not enough data
8.6
14
Not enough data
8.5
16
Not enough data
8.3
14
Not enough data
Customer Interaction Automation - AI Customer Support Agents
8.2
14
Not enough data
7.7
13
Not enough data
8.6
13
Not enough data
8.9
15
Not enough data
Automation
8.9
15
Not enough data
8.0
14
Not enough data
7.3
14
Not enough data
Autonomy
8.4
15
Not enough data
8.8
14
Not enough data
8.3
15
Not enough data
8.6
15
Not enough data
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
Gladly and eDesk are categorized as Digital Customer Service Platforms, Live Chat, Help Desk, and Customer Self-Service
Unique Categories
Gladly is categorized as Customer Service Automation, Conversational Support, Social Customer Service, Contact Center, and AI Customer Support Agents
eDesk is categorized as Shared Inbox and Online Marketplace Optimization Tools
Reviews
Reviewers' Company Size
Gladly
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
eDesk
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
Retail
23.6%
Consumer Services
15.5%
Furniture
8.9%
Apparel & Fashion
7.8%
Consumer Goods
6.4%
Other
37.7%
Retail
38.3%
Automotive
13.3%
Consumer Goods
11.7%
Apparel & Fashion
5.0%
Health, Wellness and Fitness
5.0%
Other
26.7%
Alternatives
Discussions
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
eDesk has no discussions with answers
