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At a Glance
Market Segments
Mid-Market (61.3% of reviews)
Mid-Market (45.7% of reviews)
Entry-Level Pricing
No pricing available
$19.00 1 user per month billed annually
Gladly
Star Rating
(1,083)4.7 out of 5
Market Segments
Mid-Market (61.3% of reviews)
Pros & Cons
Entry-Level Pricing
No pricing available
Learn more about GladlyZendesk for Customer Service
Star Rating
(6,660)4.3 out of 5
Market Segments
Mid-Market (45.7% of reviews)
Pros & Cons
Entry-Level Pricing
$19.00 1 user per month billed annually
Free Trial is available
Browse all 7 pricing plansSummary
AI Generated Summary
AI-generated. Powered by real user reviews.
- Users report that Gladly excels in Ease of Use with a score of 9.5 compared to Zendesk's 8.6, highlighting that Gladly's interface is more intuitive and user-friendly, making it easier for teams to adopt quickly.
- Reviewers mention that Gladly's Quality of Support is superior, scoring 9.4 against Zendesk's 8.4. Many users appreciate Gladly's responsive customer service and personalized support, which they find lacking in Zendesk.
- G2 users indicate that Gladly outperforms Zendesk in Ticket Creation User Experience, with scores of 9.3 versus 8.8. Users appreciate Gladly's streamlined ticketing process, which allows for faster resolution times.
- Users on G2 highlight Gladly's strength in Omnichannel Support, scoring 9.3 compared to Zendesk's 8.3. Reviewers mention that Gladly seamlessly integrates various communication channels, providing a more cohesive customer experience.
- Reviewers say that Gladly's AI Text Generation capabilities are impressive, scoring 9.3 while Zendesk lags behind at 7.7. Users find Gladly's AI features enhance productivity by automating responses effectively.
- Users report that Gladly shines in Customization, with a score of 8.6 compared to Zendesk's 8.0. Many users appreciate the flexibility in tailoring the platform to their specific business needs, which they feel is more limited in Zendesk.
Pricing
Entry-Level Pricing
Gladly
No pricing availableZendesk for Customer Service
Support Only (Team)
$19.00
1 user per month billed annually
Integrated customer support
- Email & social media
- Web widget & mobile SDK
- Pre-defined business rules
Free Trial
Gladly
No trial information availableZendesk for Customer Service
Free Trial is available
Ratings
Meets Requirements
9.3
781
8.6
5,118
Ease of Use
9.5
787
8.6
5,162
Ease of Setup
9.3
297
8.0
3,186
Ease of Admin
9.2
175
8.2
3,073
Quality of Support
9.4
745
8.4
4,796
Has the product been a good partner in doing business?
9.6
175
8.4
2,999
Product Direction (% positive)
9.4
750
8.0
4,771
Features by Category
Ticket and Case Management
9.3
196
|
Verified
8.8
2552
|
Verified
9.2
194
|
Verified
8.7
2567
|
Verified
9.3
207
|
Verified
8.5
2492
|
Verified
9.2
203
|
Verified
8.4
2337
|
Verified
9.1
174
|
Verified
8.2
1921
|
Verified
9.2
197
|
Verified
8.4
2398
|
Verified
9.2
194
|
Verified
8.6
2386
|
Verified
9.3
203
|
Verified
8.3
1853
|
Verified
Generative AI
8.3
63
7.6
384
8.5
65
7.6
385
Agentic AI - Help Desk
8.3
27
7.8
245
8.2
27
7.9
245
8.5
27
8.0
246
Communication Channels
9.4
209
|
Verified
8.5
2060
|
Verified
9.4
214
|
Verified
8.8
2310
|
Verified
9.5
204
|
Verified
8.4
1724
|
Verified
8.9
173
|
Verified
8.0
1428
|
Verified
9.1
199
|
Verified
8.0
1313
|
Verified
Platform
8.2
140
|
Verified
7.8
1387
|
Verified
8.6
252
|
Verified
8.0
1777
|
Verified
9.2
155
|
Verified
8.3
1947
|
Verified
9.1
154
|
Verified
8.2
1739
|
Verified
8.9
152
|
Verified
7.9
2339
|
Verified
9.3
153
|
Verified
8.0
2407
|
Verified
Usability
Not enough data
8.3
667
Not enough data
8.3
663
Not enough data
8.4
632
Reporting
Not enough data
8.3
590
Not enough data
7.9
563
Not enough data
8.2
644
Generative AI
Not enough data
7.3
179
Not enough data
7.2
178
Channels
9.4
423
Not enough data
9.2
355
Not enough data
9.4
391
Not enough data
9.2
385
Not enough data
9.5
427
Not enough data
Generative AI
8.6
145
Not enough data
Functions
9.0
383
Not enough data
9.1
389
Not enough data
9.1
367
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
9.0
343
Not enough data
9.0
375
Not enough data
9.1
367
Not enough data
Agentic AI - Contact Center
7.9
25
Not enough data
8.9
25
Not enough data
8.1
25
Not enough data
8.2
25
Not enough data
Administrative
9.4
394
Not enough data
9.2
345
Not enough data
9.2
381
Not enough data
9.4
382
Not enough data
9.1
347
Not enough data
Responses
Not enough data
8.3
63
Not enough data
8.6
68
Not enough data
8.2
68
Automation - AI Agents
Not enough data
7.6
26
Not enough data
7.8
26
Not enough data
7.7
26
Not enough data
7.7
26
Not enough data
7.9
26
Platform
Not enough data
8.3
68
Not enough data
8.3
66
Not enough data
8.4
63
Autonomy - AI Agents
Not enough data
7.9
25
Not enough data
7.6
26
Not enough data
7.5
26
Not enough data
7.6
26
Generative AI
Not enough data
7.8
32
Not enough data
8.2
31
Responses
Not enough data
8.1
468
Not enough data
8.1
465
Not enough data
8.3
449
Not enough data
8.1
448
Not enough data
8.2
356
Platform
Not enough data
8.6
471
Not enough data
8.3
468
Not enough data
8.3
463
Not enough data
8.2
464
Not enough data
Feature Not Available
Not enough data
Feature Not Available
Not enough data
8.4
454
Generative AI
Not enough data
8.2
113
Not enough data
8.2
112
Conversational Platform
9.0
301
8.1
859
9.3
277
8.3
716
9.1
277
8.2
684
9.3
248
8.2
749
Support Automation
9.0
292
8.2
714
9.1
283
8.3
757
9.0
270
8.4
711
9.0
254
8.1
788
Generative AI
8.7
106
7.8
204
8.8
107
7.8
203
Messaging Channels
Not enough data
7.6
78
Not enough data
9.1
171
Not enough data
8.3
94
Not enough data
8.5
101
Administration
Not enough data
8.2
108
Not enough data
8.9
156
Not enough data
8.3
111
Not enough data
8.4
144
Customer Support
8.8
56
8.1
82
8.4
52
7.6
77
8.8
54
8.1
84
Automation
8.6
52
8.1
83
8.8
55
8.2
83
8.7
54
8.1
84
Artificial Intelligence
8.5
55
7.8
83
Feature Not Available
7.7
82
8.5
57
7.7
84
Generative AI
8.6
109
Feature Not Available
8.8
111
7.9
207
7.7
75
Feature Not Available
Communication
9.4
326
|
Verified
8.6
950
|
Verified
9.2
352
|
Verified
8.5
964
|
Verified
9.2
296
|
Verified
8.1
720
9.3
304
|
Verified
8.5
737
|
Verified
8.7
253
8.0
520
Internal Use
8.6
252
|
Verified
8.0
1777
|
Verified
9.2
317
|
Verified
8.5
849
|
Verified
8.8
276
|
Verified
8.1
650
9.4
333
|
Verified
8.5
898
9.3
323
|
Verified
8.6
824
|
Verified
9.3
356
|
Verified
8.3
848
|
Verified
Generative AI
8.9
81
Feature Not Available
Self-Service Experience
9.4
240
8.5
1499
9.2
225
8.5
1436
8.8
190
8.0
1024
9.0
196
7.7
648
9.0
217
8.0
780
Self-Service Platform
9.3
210
8.2
828
9.2
222
8.2
841
8.9
212
7.7
658
9.2
208
8.2
806
Agentic AI - Customer Self-Service
7.5
17
8.3
63
7.8
17
8.3
63
7.8
17
8.2
64
8.1
17
8.7
63
7.4
17
8.6
61
8.0
17
8.2
63
8.4
17
8.1
63
Generative AI
9.0(won by 1.6)
60
7.4
77
9.0(won by 1.5)
60
7.5
78
Process
9.1(won by 0.7)
178
8.4
564
9.4(won by 0.3)
194
9.1
741
9.4(won by 0.5)
180
8.9
689
Channels
9.7(won by 0.7)
236
9.0
740
9.4(won by 1.0)
188
8.4
586
9.5(won by 0.8)
225
8.7
563
9.3(won by 1.1)
224
8.2
485
9.5(won by 1.2)
226
8.3
421
Insight
9.0(won by 0.8)
196
8.2
539
9.3(won by 1.0)
197
8.3
648
9.3(won by 0.8)
180
8.5
562
9.5(won by 0.8)
181
8.7
666
Generative AI
8.3
44
7.8
67
8.5
45
7.7
66
Conversational AI - Conversational Commerce Platforms
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
Platform integration - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Analytics and Reporting - Conversational Commerce Platforms
Not enough data
Not enough data
Not enough data
Not enough data
Customer Query Resolution - AI Customer Support Agents
8.1
13
8.4
70
8.6
12
8.2
71
8.3
12
8.3
71
8.5
13
8.3
69
8.3
12
8.3
70
Customer Interaction Automation - AI Customer Support Agents
8.2
12
8.2
70
8.2
11
8.4
70
8.5
11
8.4
70
8.8
12
8.5
70
Automation
8.7
13
8.6
70
8.2
12
8.6
71
8.2
12
8.0
70
Autonomy
8.3
13
8.2
70
8.6
12
8.4
69
8.2
13
8.4
70
8.5
13
8.3
71
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
Platform
Not enough data
9.4
8
Not enough data
9.2
8
Not enough data
9.5
7
Not enough data
9.8
8
Not enough data
9.0
8
Not enough data
8.7
5
Not enough data
9.2
8
Not enough data
8.5
8
Workforce Management Platform Features
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
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Not enough data
Categories
Categories
Shared Categories
Gladly and Zendesk for Customer Service are categorized as Customer Service Automation, Digital Customer Service Platforms, Conversational Support, Social Customer Service, Live Chat, Help Desk, Customer Self-Service, and AI Customer Support Agents
Unique Categories
Gladly is categorized as Contact Center
Zendesk for Customer Service is categorized as Workforce Management, Conversational Commerce Platforms, Chatbots, Shared Inbox, AI Agents For Business Operations, Complaint Management, and Proactive Notification
Reviews
Reviewers' Company Size
Gladly
Small-Business(50 or fewer emp.)
Mid-Market(51-1000 emp.)
Enterprise(> 1000 emp.)
Zendesk for Customer Service
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
24.1%
Consumer Services
15.8%
Furniture
9.0%
Apparel & Fashion
7.9%
Consumer Goods
6.4%
Other
36.8%
Computer Software
14.1%
Information Technology and Services
12.8%
Financial Services
5.8%
Retail
4.8%
Consumer Services
4.4%
Other
58.1%
Discussions
Can we get some more Gladly swag? Hoodie? Lol
2 Comments
IB
Hey John - Thank you for your awesome review. We'll see what we can do! :)
- Team GladlyRead more
What's the best way to connect to our account success rep?
2 Comments
IB
Hi Katheryn,
Thank you for your note. We will be in touch with you shortly to connect on this.
Sincerely,
GladlyRead more
Is there any training environment for gladly
2 Comments
GU
Hi Jerick. Having a "training" (sometimes referred to as a Sandbox environment) depends on your org. But if you'd like to access more formal training...Read more
Is zendesk any good?
8 Comments
AM
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...Read more
Is there a free version of Zendesk?
7 Comments
AG
Zendesk Support Suite offers a free 14 - day trial.Read more
What is Zendesk Support Suite?
4 Comments
VC
Zendesk Suite is the collection of Zendesk products and capabilities that provide you with the tools you need to create a complete omnichannel support...Read more
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