# Gladly vs Zendesk for Customer Service Comparison
---
## AI Generated Summary
- **G2 reviewers report** that Zendesk for Customer Service excels in providing a centralized platform for managing support requests, which is particularly beneficial for organizations needing to track issues and maintain communication until resolution. Users appreciate the ticketing system's efficiency, noting it saves time on repetitive tasks.
- **Users say** that Gladly shines in creating customer-centric conversations, offering a unified view of customer interactions. This feature helps businesses effectively address challenges, although some users have pointed out that the reporting area could use improvement.
- **Reviewers mention** that Zendesk's recent AI features, such as ticket routing and summary suggestions, enhance the user experience by streamlining workflows. This has been highlighted as a significant advantage for teams looking to improve their operational efficiency.
- **According to verified reviews** , Gladly is praised for its user-friendly interface, making it easy for teams to manage customer interactions. Users enjoy the convenience of having photos and emails organized in one place, which contributes to a smoother workflow.
- **G2 reviewers highlight** that while Zendesk has a robust feature set, some users find it challenging to configure according to their specific needs. This can lead to a steeper learning curve for new users compared to Gladly, which is noted for its intuitive design.
- **Users report** that Zendesk's overall satisfaction ratings are higher, indicating a stronger market presence and user trust. However, Gladly's focus on personalization and customer engagement features is a strong point that resonates well with its user base, particularly in mid-market segments.



| | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Star Rating** | 4.7 out of 5 | 4.3 out of 5 | 
| **Total Reviews** | 1,113 | 6,989 | 
| **Largest Market Segment** | Mid-Market (60.8% of reviews) | Mid-Market (45.8% of reviews) | 
| **Entry Level Price** | No pricing available | $19.00 1 user per month billed annually | 

---
## Top Pros & Cons

### Gladly

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

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

### Zendesk for Customer Service

Pros:
- Ease of Use (526 reviews)
- Features (395 reviews)

Cons:
- Missing Features (216 reviews)
- Limited Features (180 reviews)

---
## Ratings Comparison
| Rating | Gladly | Zendesk for Customer Service | 
|---|---|---|
  | **Meets Requirements** | 9.3 (801 reviews) | 8.6 (5216 reviews) | 
  | **Ease of Use** | 9.5 (807 reviews) | 8.6 (5429 reviews) | 
  | **Ease of Setup** | 9.3 (321 reviews) | 8.0 (3337 reviews) | 
  | **Ease of Admin** | 9.2 (177 reviews) | 8.2 (3147 reviews) | 
  | **Quality of Support** | 9.4 (764 reviews) | 8.4 (4991 reviews) | 
  | **Has the product been a good partner in doing business?** | 9.5 (177 reviews) | 8.4 (3070 reviews) | 
  | **Product Direction (% positive)** | 9.4 (769 reviews) | 8.0 (4864 reviews) | 

---
## Pricing

### Gladly

#### Entry-Level Pricing

No pricing available

#### Free Trial

No information available

### Zendesk for Customer Service

#### Entry-Level Pricing

Plan: Support Only (Team)

Price: $19.00 1 user per month billed annually

Description: Integrated customer support

Key Features:
- Email & social media 
- Web widget & mobile SDK
- Pre-defined business rules

[Browse all 5 editions](https://www.g2.com/products/zendesk-for-customer-service/pricing)

#### Free Trial

Yes

---
## Features Comparison By Category

### Help Desk

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 9.0/10 | 396 |
| **Zendesk for Customer Service** | 8.2/10 | 3758 |

#### Ticket and Case Management

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Ticket creation user experience** | 9.2 (199 reviews) ✓ Verified | 8.8 (2599 reviews) ✓ Verified | 
| **Ticket response user experience** | 9.2 (204 reviews) ✓ Verified | 8.7 (2641 reviews) ✓ Verified | 
| **Workflow** | 9.2 (217 reviews) ✓ Verified | 8.5 (2585 reviews) ✓ Verified | 
| **Response Automation** | 9.1 (210 reviews) ✓ Verified | 8.4 (2400 reviews) ✓ Verified | 
| **SLA Management** | 9.1 (176 reviews) ✓ Verified | 8.2 (1939 reviews) ✓ Verified | 
| **Attachments/Screencasts** | 9.2 (199 reviews) ✓ Verified | 8.4 (2412 reviews) ✓ Verified | 
| **Ticket Collaboration** | 9.3 (200 reviews) ✓ Verified | 8.6 (2427 reviews) ✓ Verified | 
| **Customer and Contacts Database** | 9.3 (212 reviews) ✓ Verified | 8.3 (1876 reviews) ✓ Verified | 

#### Generative AI

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 8.3 (65 reviews) | 7.6 (391 reviews) | 
| **AI Text Summarization** | 8.5 (66 reviews) | 7.6 (387 reviews) | 

#### Agentic AI - Help Desk

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | 8.5 (30 reviews) | 7.8 (251 reviews) | 
| **Natural Language Interaction** | 8.3 (29 reviews) | 7.9 (246 reviews) | 
| **Proactive Assistance** | 8.3 (28 reviews) | 8.0 (249 reviews) | 

#### Communication Channels

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Customer Portal** | 9.4 (209 reviews) ✓ Verified | 8.5 (2072 reviews) ✓ Verified | 
| **Email to Case** | 9.5 (227 reviews) ✓ Verified | 8.8 (2351 reviews) ✓ Verified | 
| **Chat/Live Support** | 9.5 (216 reviews) ✓ Verified | 8.4 (1758 reviews) ✓ Verified | 
| **Social Integration** | 9.0 (177 reviews) ✓ Verified | 8.0 (1437 reviews) ✓ Verified | 
| **Voice** | 9.1 (205 reviews) ✓ Verified | 8.0 (1337 reviews) ✓ Verified | 

#### Platform

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Mobile User Support** | 8.2 (142 reviews) ✓ Verified | 7.8 (1392 reviews) ✓ Verified | 
| **Customization ** | 8.6 (253 reviews) ✓ Verified | 8.0 (1790 reviews) ✓ Verified | 
| **User, Role, and Access Management** | 9.2 (156 reviews) ✓ Verified | 8.3 (1969 reviews) ✓ Verified | 
| **Integration** | 9.1 (162 reviews) ✓ Verified | 8.2 (1796 reviews) ✓ Verified | 
| **Reporting** | 8.7 (161 reviews) ✓ Verified | 7.9 (2405 reviews) ✓ Verified | 
| **Dashboards** | 9.2 (159 reviews) ✓ Verified | 8.0 (2431 reviews) ✓ Verified | 

### Complaint Management

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | N/A | N/A |
| **Zendesk for Customer Service** | 8.0/10 | 893 |

#### Usability

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **All-Employee Access** | Not enough data | 8.3 (665 reviews) | 
| **Supporting Documents** | Not enough data | 8.3 (662 reviews) | 
| **Two-Way Communication** | Not enough data | 8.4 (637 reviews) | 

#### Reporting

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Priority Case Alerts** | Not enough data | 8.3 (587 reviews) | 
| **Trend Analysis** | Not enough data | 7.9 (562 reviews) | 
| **Performance Monitoring** | Not enough data | 8.2 (645 reviews) | 

#### Generative AI

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.3 (176 reviews) | 
| **AI Text Summarization** | Not enough data | 7.2 (175 reviews) | 

### Shared Inbox

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | N/A | N/A |
| **Zendesk for Customer Service** | 8.1/10 | 418 |

#### Productivity Tools

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Notes** | Not enough data | 8.5 (325 reviews) | 
| **Internal Discussion** | Not enough data | 8.3 (324 reviews) | 
| **Assignments and Tasks** | Not enough data | 8.4 (312 reviews) | 
| **Workflows** | Not enough data | 8.4 (306 reviews) | 
| **Templates** | Not enough data | 8.5 (315 reviews) | 
| **Integrations** | Not enough data | 8.2 (311 reviews) | 
| **Tagging System** | Not enough data | 8.2 (345 reviews) | 

#### Analytics

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Trends** | Not enough data | 7.7 (263 reviews) | 
| **Performance Tracking** | Not enough data | 8.0 (304 reviews) | 
| **Email Tracking** | Not enough data | 8.2 (292 reviews) | 

#### Agentic AI - Shared Inbox

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | Not enough data | 7.1 (21 reviews) | 
| **Decision Making** | Not enough data | 7.4 (22 reviews) | 

### Contact Center

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 9.0/10 | 468 |
| **Zendesk for Customer Service** | N/A | N/A |

#### Channels

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

#### Generative AI

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **AI Text-to-Speech** | 8.6 (146 reviews) | Not enough data | 

#### Functions

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

#### Agentic AI - Contact Center

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

#### Administrative

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

### AI Agents For Business Operations

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | N/A | N/A |
| **Zendesk for Customer Service** | 8.0/10 | 89 |

#### Responses

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Personalization** | Not enough data | 8.2 (61 reviews) | 
| **Route To Human** | Not enough data | 8.6 (69 reviews) | 
| **Natural Language Understanding (NLU)** | Not enough data | 8.2 (68 reviews) | 

#### Automation - AI Agents

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Sales Follow-Up** | Not enough data | 7.4 (24 reviews) | 
| **Customer Interaction Automation** | Not enough data | 7.7 (25 reviews) | 
| **Lead Generation** | Not enough data | 7.4 (24 reviews) | 
| **Document Processing** | Not enough data | 7.4 (24 reviews) | 
| **Feedback Collection** | Not enough data | 7.7 (24 reviews) | 

#### Platform

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Conversation Editor** | Not enough data | 8.2 (66 reviews) | 
| **Integration** | Not enough data | 8.2 (64 reviews) | 
| **Human-In-The-Loop** | Not enough data | 8.3 (62 reviews) | 

#### Autonomy -  AI Agents

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Independent Decision Making** | Not enough data | 7.8 (23 reviews) | 
| **Adaptive Responses** | Not enough data | 7.4 (24 reviews) | 
| **Task Execution** | Not enough data | 7.4 (25 reviews) | 
| **Problem Solving** | Not enough data | 7.4 (25 reviews) | 

#### Generative AI

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 7.6 (30 reviews) | 
| **AI Text Summarization** | Not enough data | 8.0 (29 reviews) | 

### Chatbots

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | N/A | N/A |
| **Zendesk for Customer Service** | 8.2/10 | 613 |

#### Responses

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Customization** | Not enough data | 8.1 (466 reviews) | 
| **Control** | Not enough data | 8.1 (463 reviews) | 
| **Route To Human** | Not enough data | 8.3 (445 reviews) | 
| **Menu bars** | Not enough data | 8.1 (444 reviews) | 
| **Drip sequences** | Not enough data | 8.1 (353 reviews) | 

#### Platform

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Live chat** | Not enough data | 8.6 (470 reviews) | 
| **Integrations** | Not enough data | 8.3 (470 reviews) | 
| **Branding** | Not enough data | 8.3 (461 reviews) | 
| **Analytics** | Not enough data | 8.2 (465 reviews) | 
| **A/B testing** | Not enough data | Feature Not Available | 
| **Role-based access** | Not enough data | Feature Not Available | 
| **Collection of information** | Not enough data | 8.4 (453 reviews) | 

#### Generative AI

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | Not enough data | 8.1 (111 reviews) | 
| **AI Text Summarization** | Not enough data | 8.1 (109 reviews) | 

### Conversational Support

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 9.0/10 | 348 |
| **Zendesk for Customer Service** | 8.1/10 | 1097 |

#### Conversational Platform

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Personalization** | 8.9 (301 reviews) | 8.1 (860 reviews) | 
| **Omnichannel** | 9.3 (278 reviews) | 8.3 (716 reviews) | 
| **Contextual Engagement** | 9.1 (276 reviews) | 8.2 (681 reviews) | 
| **Proactive Engagement** | 9.3 (248 reviews) | 8.2 (747 reviews) | 

#### Support Automation

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Intelligent Routing** | 9.0 (291 reviews) | 8.1 (711 reviews) | 
| **Seamless Escalation** | 9.1 (284 reviews) | 8.3 (756 reviews) | 
| **Transcripts** | 9.0 (271 reviews) | 8.4 (716 reviews) | 
| **Self-Serve Support** | 9.0 (255 reviews) | 8.1 (789 reviews) | 

#### Generative AI

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 8.6 (108 reviews) | 7.8 (202 reviews) | 
| **AI Text Summarization** | 8.8 (108 reviews) | 7.8 (201 reviews) | 

### Proactive Notification

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | N/A | N/A |
| **Zendesk for Customer Service** | 8.4/10 | 198 |

#### Messaging Channels

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **SMS Messaging** | Not enough data | 7.6 (77 reviews) | 
| **Email** | Not enough data | 9.1 (171 reviews) | 
| **Voice Messaging** | Not enough data | 8.3 (93 reviews) | 
| **Two way messaging** | Not enough data | 8.5 (101 reviews) | 

#### Administration

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Scheduling** | Not enough data | 8.2 (107 reviews) | 
| **Triggered Notifications** | Not enough data | 8.9 (155 reviews) | 
| **Segmentation** | Not enough data | 8.2 (110 reviews) | 
| **Integrations** | Not enough data | 8.4 (143 reviews) | 

### Customer Service Automation

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 8.6/10 | 63 |
| **Zendesk for Customer Service** | 7.9/10 | 114 |

#### Customer Support

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Text** | 8.7 (57 reviews) | 8.1 (83 reviews) | 
| **Speech** | 8.4 (53 reviews) | 7.5 (75 reviews) | 
| **Knowledge Base** | 8.8 (54 reviews) | 8.1 (85 reviews) | 

#### Automation

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Ticket Resolution** | 8.6 (53 reviews) | 8.1 (85 reviews) | 
| **Customization** | 8.8 (56 reviews) | 8.2 (82 reviews) | 
| **Intelligent Routing** | 8.8 (55 reviews) | 8.0 (82 reviews) | 

#### Artificial Intelligence

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Learning** | 8.5 (54 reviews) | 7.8 (81 reviews) | 
| **Language** | Feature Not Available | 7.6 (79 reviews) | 
| **Conversational AI** | 8.5 (56 reviews) | 7.7 (84 reviews) | 

### Live Chat

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 9.0/10 | 447 |
| **Zendesk for Customer Service** | 8.3/10 | 2697 |

#### Generative AI

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 8.6 (111 reviews) | Feature Not Available | 
| **AI Text Summarization** | 8.8 (113 reviews) | 7.9 (205 reviews) | 
| **AI Text-to-Speech** | 7.8 (77 reviews) | Feature Not Available | 

#### Communication

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Pop-up Chat** | 9.4 (328 reviews) ✓ Verified | 8.6 (950 reviews) ✓ Verified | 
| **Notifications** | 9.2 (355 reviews) ✓ Verified | 8.4 (964 reviews) ✓ Verified | 
| **Targeted Emails** | 9.2 (298 reviews) ✓ Verified | 8.1 (718 reviews) | 
| **In-App Messaging** | 9.3 (306 reviews) ✓ Verified | 8.5 (735 reviews) ✓ Verified | 
| **Co-Browsing** | 8.7 (255 reviews) | 8.0 (519 reviews) | 

####  Internal Use

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Customization ** | 8.6 (253 reviews) ✓ Verified | 8.0 (1790 reviews) ✓ Verified | 
| **Conversation Archiving** | 9.2 (319 reviews) ✓ Verified | 8.5 (846 reviews) ✓ Verified | 
| **Lead Development** | 8.8 (278 reviews) ✓ Verified | 8.1 (648 reviews) | 
| **Knowledge Base** | 9.4 (335 reviews) ✓ Verified | 8.5 (896 reviews) | 
| **Team Inbox ** | 9.3 (325 reviews) ✓ Verified | 8.6 (827 reviews) ✓ Verified | 
| **Customer Profiles** | 9.3 (358 reviews) ✓ Verified | 8.3 (846 reviews) ✓ Verified | 

### Customer Self-Service

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 8.6/10 | 279 |
| **Zendesk for Customer Service** | 8.2/10 | 1785 |

#### Generative AI

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Summarization** | 8.9 (82 reviews) | Feature Not Available | 

#### Self-Service Experience

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Knowledge Base** | 9.4 (241 reviews) | 8.5 (1522 reviews) | 
| **Searchable Articles** | 9.2 (226 reviews) | 8.5 (1442 reviews) | 
| **Community Forums** | 8.8 (191 reviews) | 8.0 (1024 reviews) | 
| **Mobile Optimization** | 9.0 (197 reviews) | 7.7 (647 reviews) | 
| **Personalization** | 9.0 (218 reviews) | 8.0 (779 reviews) | 

#### Self-Service Platform

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Branding** | 9.3 (212 reviews) | 8.2 (829 reviews) | 
| **Automation** | 9.2 (223 reviews) | 8.2 (849 reviews) | 
| **Artificial Intelligence** | 8.9 (213 reviews) | 7.7 (675 reviews) | 
| **Integrations** | 9.2 (210 reviews) | 8.2 (814 reviews) | 

#### Agentic AI - Customer Self-Service

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Autonomous Task Execution** | 7.5 (19 reviews) | 8.3 (63 reviews) | 
| **Multi-step Planning** | 8.1 (19 reviews) | 8.3 (63 reviews) | 
| **Cross-system Integration** | 8.2 (19 reviews) | 8.2 (65 reviews) | 
| **Adaptive Learning** | 8.0 (19 reviews) | 8.7 (63 reviews) | 
| **Natural Language Interaction** | 7.6 (19 reviews) | 8.6 (62 reviews) | 
| **Proactive Assistance** | 8.2 (19 reviews) | 8.2 (63 reviews) | 
| **Decision Making** | 8.5 (19 reviews) | 8.1 (63 reviews) | 

### Social Customer Service

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 9.3/10 | 254 |
| **Zendesk for Customer Service** | 8.4/10 | 841 |

#### Generative AI

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 9.0 (61 reviews) | 7.4 (77 reviews) | 
| **AI Text Summarization** | 9.0 (61 reviews) | 7.5 (78 reviews) | 

#### Process

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Mentions** | 9.1 (179 reviews) | 8.4 (563 reviews) | 
| **Tickets** | 9.4 (195 reviews) | 9.1 (744 reviews) | 
| **Macros** | 9.4 (181 reviews) | 8.8 (693 reviews) | 

#### Channels

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Email** | 9.7 (237 reviews) | 9.0 (743 reviews) | 
| **Social** | 9.3 (189 reviews) | 8.4 (586 reviews) | 
| **Live Chat** | 9.5 (226 reviews) | 8.7 (565 reviews) | 
| **Phone** | 9.3 (225 reviews) | 8.2 (486 reviews) | 
| **Text** | 9.5 (227 reviews) | 8.3 (421 reviews) | 

#### Insight

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Surveys** | 9.0 (197 reviews) | 8.1 (540 reviews) | 
| **Reporting** | 9.3 (198 reviews) | 8.3 (647 reviews) | 
| **Visitor Activity** | 9.3 (181 reviews) | 8.5 (562 reviews) | 
| **Help Desk** | 9.5 (182 reviews) | 8.7 (667 reviews) | 

### Digital Customer Service Platforms

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 8.5/10 | 47 |
| **Zendesk for Customer Service** | 8.1/10 | 77 |

#### Generative AI

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **AI Text Generation** | 8.4 (45 reviews) | 7.8 (67 reviews) | 
| **AI Text Summarization** | 8.5 (46 reviews) | 7.7 (66 reviews) | 

### Conversational Commerce Platforms

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | N/A | N/A |
| **Zendesk for Customer Service** | N/A | N/A |

#### Conversational AI - Conversational Commerce Platforms

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **AI chatbots** | Not enough data | Not enough data | 
| **Messaging and Notifications** | Not enough data | Not enough data | 
| **AI agents ** | Not enough data | Not enough data | 
| **Voice assistants** | Not enough data | Not enough data | 
| **Communication apps** | Not enough data | Not enough data | 

#### Platform integration - Conversational Commerce Platforms

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Ecommerce stores** | Not enough data | Not enough data | 
| **Sales channels** | Not enough data | Not enough data | 
| **Payment Platform** | Not enough data | Not enough data | 
| **Internal tools** | Not enough data | Not enough data | 

#### Analytics and Reporting - Conversational Commerce Platforms

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Conversational analytics** | Not enough data | Not enough data | 
| **Advance reporting** | Not enough data | Not enough data | 

### AI Customer Support Agents

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | 8.4/10 | 17 |
| **Zendesk for Customer Service** | 8.3/10 | 110 |

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

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Automated Ticket Resolution** | 8.1 (15 reviews) | 8.4 (74 reviews) | 
| **Contextual Response Generation** | 8.5 (14 reviews) | 8.1 (71 reviews) | 
| **Sentiment Analysis** | 8.6 (14 reviews) | 8.2 (69 reviews) | 
| **Knowledge Base Utilization** | 8.5 (16 reviews) | 8.3 (70 reviews) | 
| **Multilingual Support** | 8.3 (14 reviews) | 8.2 (68 reviews) | 

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

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Proactive Customer Outreach** | 8.2 (14 reviews) | 8.2 (70 reviews) | 
| **Feedback Collection** | 7.7 (13 reviews) | 8.4 (70 reviews) | 
| **Escalation Handling** | 8.6 (13 reviews) | 8.3 (71 reviews) | 
| **Workflow Optimization** | 8.9 (15 reviews) | 8.5 (70 reviews) | 

#### Automation

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Customer Interaction Automation** | 8.9 (15 reviews) | 8.7 (74 reviews) | 
| **Feedback Collection** | 8.0 (14 reviews) | 8.6 (70 reviews) | 
| **Document Processing** | 7.3 (14 reviews) | 7.9 (68 reviews) | 

#### Autonomy

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Independent Decision Making** | 8.4 (15 reviews) | 8.1 (68 reviews) | 
| **Adaptive Responses** | 8.8 (14 reviews) | 8.4 (67 reviews) | 
| **Task Execution** | 8.3 (15 reviews) | 8.3 (69 reviews) | 
| **Problem Solving** | 8.6 (15 reviews) | 8.3 (70 reviews) | 

### AI Agents

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | N/A | N/A |
| **Zendesk for Customer Service** | N/A | N/A |

#### Agentic AI - AI Agents

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **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 | 

### Workforce Management

| Product | Score | Reviews |
|---|---|---|
| **Gladly** | N/A | N/A |
| **Zendesk for Customer Service** | 9.0/10 | 25 |

#### Platform

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Customization ** | Not enough data | 9.1 (18 reviews) | 
| **Integration APIs** | Not enough data | 9.2 (14 reviews) | 
| **Internationalization** | Not enough data | 9.6 (8 reviews) | 
| **User, Role, and Access Management** | Not enough data | 9.5 (11 reviews) | 
| **Dashboards** | Not enough data | 8.8 (11 reviews) | 

#### Workforce Management Platform Features

| Feature | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Labor Forecasting** | Not enough data | Not enough data | 
| **Shift Scheduling** | Not enough data | Not enough data | 
| **Time & Attendance Tracking** | Not enough data | Not enough data | 
| **Absence & Leave Management** | Not enough data | Not enough data | 
| **Skills Management** | Not enough data | Not enough data | 
| **Succession Planning** | Not enough data | Not enough data | 
| **Workforce Analytics** | Not enough data | Not enough data | 
| **Self-Service Capabilities** | Not enough data | Not enough data | 
| **Mobile Shift Scheduling** | Not enough data | Not enough data | 
| **Team Communication** | Not enough data | Not enough data | 

---
## Categories
**Shared Categories (8):** [Customer Service Automation Software](https://www.g2.com/categories/customer-service-automation), [Digital Customer Service Platforms](https://www.g2.com/categories/digital-customer-service-platforms), [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), [Help Desk Software](https://www.g2.com/categories/help-desk), [Customer Self-Service Software](https://www.g2.com/categories/customer-self-service), [AI Customer Support Agents Software](https://www.g2.com/categories/ai-customer-support-agents)

**Unique to Gladly (1):** [Contact Center Software](https://www.g2.com/categories/contact-center)

**Unique to Zendesk for Customer Service (7):** [AI Agents For Business Operations](https://www.g2.com/categories/ai-agents-for-business-operations), [Workforce Management Software](https://www.g2.com/categories/workforce-management), [Chatbots Software](https://www.g2.com/categories/chatbots), [Complaint Management Software](https://www.g2.com/categories/complaint-management), [Conversational Commerce Platforms](https://www.g2.com/categories/conversational-commerce-platforms), [Proactive Notification Software](https://www.g2.com/categories/proactive-notification), [Shared Inbox Software](https://www.g2.com/categories/shared-inbox)


---
## Reviewer Demographics

### By Company Size

| Segment | Gladly | Zendesk for Customer Service | 
|---|---|---|
| **Small-Business** | 22.3% | 40.8% | 
| **Mid-Market** | 60.8% | 45.8% | 
| **Enterprise** | 16.9% | 13.4% | 

### By Industry

#### 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%

#### Zendesk for Customer Service

- **Computer Software:** 14.1%
- **Information Technology and Services:** 12.6%
- **Financial Services:** 5.9%
- **Retail:** 5.0%
- **Consumer Services:** 4.4%
- **Internet:** 3.5%
- **Marketing and Advertising:** 3.1%
- **Telecommunications:** 2.9%
- **Health, Wellness and Fitness:** 2.2%
- **Consumer Goods:** 2.1%
- **Other:** 44.1%

---
## Alternatives

### 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 (7357 reviews)
- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3879 reviews)
- [Gorgias](https://www.g2.com/products/gorgias/reviews) — 4.6/5 stars (563 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3751 reviews)
- [Kustomer](https://www.g2.com/products/kustomer/reviews) — 4.4/5 stars (558 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 (2509 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2495 reviews)
- [Genesys Cloud CX](https://www.g2.com/products/genesys-cloud-cx/reviews) — 4.4/5 stars (1554 reviews)
- [Five9 Intelligent Cloud Contact Center Platform](https://www.g2.com/products/five9-intelligent-cloud-contact-center-platform/reviews) — 4.1/5 stars (615 reviews)

### Alternatives to Zendesk for Customer Service

- [Fin](https://www.g2.com/products/fin/reviews) — 4.5/5 stars (3879 reviews)
- [Tidio](https://www.g2.com/products/tidio/reviews) — 4.6/5 stars (1907 reviews)
- [Hiver in Gmail](https://www.g2.com/products/hiver-in-gmail/reviews) — 4.6/5 stars (1283 reviews)
- [Freshdesk](https://www.g2.com/products/freshdesk/reviews) — 4.4/5 stars (3751 reviews)
- [Front](https://www.g2.com/products/front/reviews) — 4.7/5 stars (2495 reviews)
- [LiveAgent](https://www.g2.com/products/liveagent/reviews) — 4.5/5 stars (1538 reviews)
- [Gorgias](https://www.g2.com/products/gorgias/reviews) — 4.6/5 stars (563 reviews)
- [LivePerson](https://www.g2.com/products/liveperson/reviews) — 4.3/5 stars (207 reviews)
- [Agentforce Service (formerly Salesforce Service Cloud)](https://www.g2.com/products/agentforce-service-formerly-salesforce-service-cloud/reviews) — 4.4/5 stars (7357 reviews)
- [HubSpot Service Hub](https://www.g2.com/products/hubspot-service-hub/reviews) — 4.4/5 stars (2915 reviews)

---
## Top Discussions

### 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"

### Zendesk for Customer Service

- Title: [Is zendesk any good?](https://www.g2.com/discussions/is-zendesk-any-good) — 8 comments, 1 upvote
  > **Top comment:** "For support teams, Zendesk Support is fantastic and will do everything you want it to do. Zendesk Support can not be easily adapted for use with other..."
- Title: [Is there a free version of Zendesk?](https://www.g2.com/discussions/is-there-a-free-version-of-zendesk) — 7 comments, 1 upvote
  > **Top comment:** "There is not a free version of Zendesk, but there are multiple pricing options depending on the size of your organization/agents. "
- Title: [How is Zendesk Support Suite transforming the customer service experience in various industries?](https://www.g2.com/discussions/how-is-zendesk-support-suite-transforming-the-customer-service-experience-in-various-industries) — 6 comments, 4 upvotes
  > **Top comment:** "I am thrilled by how Zendesk Support Suite is transforming customer service across industries with its seamless omnichannel integration and AI-driven..."
- Title: [What is Zendesk Support Suite?](https://www.g2.com/discussions/what-is-zendesk-support-suite) — 4 comments, 3 upvotes
  > **Top comment:** "A single platform for handling all Customer Support activities."
- Title: [What is Zendesk Support Suite used for?](https://www.g2.com/discussions/what-is-zendesk-support-suite-used-for) — 3 comments, 2 upvotes
  > **Top comment:** "Zendesk is a ticketing tool from from where we can respond to customers through email."

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